Refund, Return & Cancellation Policy

This policy explains how cancellation, return, replacement, exchange, and refund requests are handled for orders placed through the ZumaFlix marketplace. A Vendor is generally the seller of its listed Products, while ZumaFlix provides marketplace and order-support functions. The Federal Competition and Consumer Protection Act 2018 (FCCPA) and other applicable Nigerian laws may give you rights and remedies that depend on the circumstances. Nothing in this policy excludes, restricts, or delays a right or remedy that cannot lawfully be excluded, restricted, or delayed. If this policy conflicts with a mandatory legal protection, that protection prevails.

If you no longer want an order, request cancellation as soon as possible through the available order or support channel and include the order number. Whether a cancellation can be completed depends on the order status and fulfilment stage. The customer cancellation workflow does not allow cancellation after specified shipment stages, including pickup, transit, or delivery. If the order has already entered fulfilment, contact support promptly; we will explain the available next step, which may be a return request after delivery.

ZumaFlix or a Vendor may cancel an order that cannot be fulfilled or where cancellation is otherwise appropriate, subject to applicable law. If payment was captured, cancellation alone does not automatically issue a refund. A refund or payment reversal must be separately assessed and processed through the applicable payment workflow. If no payment was collected, there is no order payment to refund.

An order record or a pending payment status does not by itself prove that a payment was successfully received. For online payments, allow the provider confirmation to be checked before retrying if you are unsure whether the first attempt succeeded. If your account was debited but you cannot find a confirmed order, or you believe you were charged more than once, contact support@zumaflix.com with the order details, date, amount, payment provider, and transaction reference. Do not send passwords, full card details, PINs, or security codes.

We will review the available order and provider records. A duplicate charge must be verified before any correction or refund is initiated. An unsuccessful or unverified payment is not treated as a captured order payment merely because your bank or wallet temporarily shows a debit; contact both the payment provider and support if the debit remains unresolved.

Sign in and submit a return request through the available Returns workflow, or contact support if that workflow is unavailable. Provide the order number, the affected item and quantity, the reason, and a clear description of the issue. A return request is a request for review; submission is not an approval or confirmation that a refund will be issued.

The applicable return terms may depend on the Product, its listing, the circumstances, and any policy presented for that Product or order. We do not state one universal return period in this policy. Please report an issue promptly after discovering it and check the applicable Product or order information. Any stated time limit will not remove a mandatory statutory right or remedy.

Requests may relate to damage, a defect, an item that is wrong or materially not as described, missing parts or items, late delivery, a duplicate order, or another concern. A change-of-mind request may be submitted, but acceptance depends on the applicable Product terms, circumstances, and law; this policy does not promise a general change-of-mind return right.

The Vendor or ZumaFlix may review the order and request reasonable additional information to understand the issue, such as photographs, a description of the packaging, or confirmation of the affected item. Please keep the Product and packaging in a reasonable condition while a request is being reviewed, unless doing so would be unsafe or unreasonable. Evidence is considered as part of the review and is not, by itself, a guarantee of approval. Any assessment remains subject to applicable consumer rights.

If a return is approved, follow the return or pickup instructions provided for that request. A pickup may be arranged after approval. Do not send a Product to an address that has not been confirmed for your return. Any return shipping, collection, or handling arrangement will be explained for the case; this policy does not set a standard return fee or require you to bear a cost where applicable law places responsibility elsewhere.

Depending on the facts, available Product terms, and applicable law, a request may be resolved through a refund, replacement, exchange, or another remedy agreed for the case. A requested remedy is not guaranteed until it has been reviewed and approved. Store credit will not be substituted for a refund where applicable law requires a monetary refund or another specific remedy.

A refund may be for the whole order or only the affected item or quantity, depending on the approved request and legal requirements. The amount is assessed against the order and payment records; submitting a requested amount does not determine the amount approved. Any delivery-charge treatment will be assessed in light of the circumstances and applicable law. We do not promise a fixed calculation for every case.

Refund requests are reviewed and, where approved, processed by the relevant authorized team. For supported online payments, the refund is submitted through the payment provider associated with the captured transaction. The provider, card issuer, bank, or wallet may then require additional processing time before funds appear. We do not promise a fixed number of days, a specific posting date, or a processing time controlled by those third parties.

A refund being requested, approved, or submitted to a provider is not necessarily the same as funds having reached your account. We will communicate the available status or outcome. If the provider confirms that a refund has been completed but it does not appear, contact your bank or payment provider with the transaction details and contact ZumaFlix if further order information is needed. A provider failure or uncertain outcome may require additional review rather than an immediate retry.

Cash on delivery is available only for eligible orders where the option is offered at checkout. The payment is recorded as pending until collection is due at delivery. If you paid nothing for an order that was cancelled or not delivered, there is ordinarily no collected order payment to refund. If you did pay cash or another amount was collected and the order was cancelled, not delivered, or otherwise qualifies for a remedy, contact support with the order and payment details so the matter can be reviewed. Do not assume that a cash payment has been refunded until you receive confirmation.

If an order is late, appears lost, was not delivered, or arrives damaged, incomplete, or different from what you ordered, contact support promptly and include your order details and a description of what happened. We may check the available shipment and Vendor records and explain the next step. Delivery estimates are not fixed guarantees unless expressly stated for the order. This does not limit any remedy for non-delivery, defective or non-conforming goods, or other matter that applicable law protects.

Vendors are expected to provide accurate listing information, fulfil accepted orders as described, and cooperate with reasonable reviews of cancellation, delivery, return, and refund requests. ZumaFlix may coordinate the workflow and communicate with the Vendor or payment provider. The customer should provide accurate order details, describe the issue honestly, respond to reasonable requests for information, and follow confirmed return instructions. These practical steps do not transfer a legal obligation to a customer or reduce a Vendor’s or ZumaFlix’s responsibility under applicable law.

Suspected fraud or misuse may be reviewed, but a request will not be rejected solely because a customer seeks to exercise a right protected by law. You may contact support to raise a concern about a decision or unresolved request. This does not prevent you from contacting a regulator, your payment provider, or another competent authority, or from pursuing a legal remedy.

For a cancellation, return, payment, or refund question, email support@zumaflix.com. Include your order number and relevant transaction reference, but never send passwords or full payment credentials. This policy should be read with our Terms & Conditions.