Return & Refund Policy

1. Return Window

You may request a return within 7 calendar days of the confirmed delivery date of your order. Requests made after this window will not be eligible for a return or refund, except where the item is found to be dangerous, counterfeit, or in violation of applicable Nigerian law.

The 7-day window starts from the date the delivery is marked as “Delivered” in the Sira app, or the date you or your recipient signs for the item — whichever comes first.

2. Eligible Reasons for a Return

A return will be accepted for any of the following reasons:

• Wrong item delivered — You received a product that is different from what was ordered.
• Damaged on arrival — The item arrived physically broken, cracked, torn, or otherwise damaged due to handling or transit.
• Defective product — The item does not function as advertised or described by the vendor.
• Significantly not as described — The item materially differs from the product description, photos, or specifications shown on the Platform.
• Incomplete order — Items, accessories, or components listed in the product description were missing from the delivery.
• Counterfeit or inauthentic — The item is reasonably suspected to be a replica or fake of a genuine product.
• Expired product — A food, beverage, cosmetic, or consumable item arrived past its expiry date.

Returns for change of mind are not automatically accepted but may be approved at the sole discretion of the vendor. If approved, a restocking fee of up to 10% of the item value may apply, and shipping costs will not be refunded.

3. Items Not Eligible for Return

The following categories are strictly non-returnable unless they arrive damaged, defective, or materially not as described:

• Digital gift cards and e-vouchers (once redeemed or delivered electronically)
• Perishable goods — fresh food, cakes, flowers, beverages, and similar items
• Personalised or custom-made items (e.g., engraved jewellery, printed mugs, monogrammed goods)
• Intimate apparel, underwear, swimwear, and hosiery (for hygiene reasons)
• Health, beauty, and personal care products that have been opened or used
• Items that have been assembled, installed, or altered after delivery
• Products with a broken, missing, or tampered manufacturer seal, serial number, or warranty sticker
• Items explicitly listed as “Final Sale” or “Non-Returnable” on the product listing page
• Software, digital downloads, and subscription services once accessed or activated

4. Conditions for Accepted Returns

For a return to be accepted, the item must meet all of the following conditions at the time of collection or drop-off:

• Returned within the 7-day window from the delivery date
• In original, unused, and unaltered condition
• In its original packaging, including all boxes, bags, tags, labels, and protective materials
• Accompanied by all accessories, manuals, certificates, and free gifts (if any) included at delivery
• Accompanied by your Sira order confirmation or a valid proof of purchase
• Not showing signs of use, misuse, wear, deliberate damage, or tampering

Items that fail to meet these conditions may be rejected and returned to you at your cost.

5. Gift Returns

Because Sira is a gifting platform, we recognise that the person who receives a gift may not always be the person who paid for it. Our gift return rules are as follows:

• Gift recipient returns: If you received a gift through Sira and need to return it, you may initiate a return via the Sira app using the order link or gift code shared with you. The refund will be issued to the original sender’s payment method, unless both the sender and recipient agree to an alternative arrangement.
• Gift sender returns: If you sent a gift and it was not delivered, arrived damaged, or was returned by the recipient, you are entitled to a refund or replacement under the same terms as any other buyer.
• Gifted items cannot be exchanged for cash by the recipient without the sender’s consent, unless the item qualifies for a full refund under this policy.

6. How to Initiate a Return

All returns must be initiated through the Sira Platform. We do not accept returns sent directly to vendors without prior approval from Sira.

1. Open the Sira app and go to Orders › Order Details.
2. Tap “Request a Return” and select your reason from the list.
3. Upload clear photos or a short video showing the issue (required for damaged, defective, or wrong-item claims).
4. Submit your request. You will receive a confirmation and a reference number within 24 hours.
5. Our support team will review your request and respond within 2 business days with an approval decision and return instructions.
6. Once approved, pack the item securely and ship it using the return label or courier instructions provided by Sira. Do not return items until you have received written approval.

You may also contact us directly at [email protected] if you are unable to initiate the return through the app.

7. Return Shipping

• Sira’s fault (wrong item, damaged, defective, not as described): Sira will cover the full cost of return shipping. A prepaid return label or a free courier pickup will be arranged for you.
• Change of mind (where approved): The buyer is responsible for all return shipping costs. Items must be sent via a trackable courier service. Sira is not liable for items lost or damaged during return transit if you arrange your own courier.
• Return shipping to the wrong address: If you ship to an address other than the one provided by Sira, we cannot guarantee receipt and will not process the refund until the item is confirmed received.

8. Refund Process & Timeline

Once your returned item is received and inspected by the vendor or our team, we will process your refund according to the schedule below:

8.1 Refund Decision

You will receive an email and in-app notification within 2 business days of item inspection confirming whether your refund has been approved or rejected. If rejected, we will explain the reason and return the item to you.

8.2 Refund Methods & Timelines

• Original payment card or bank transfer: 3–10 business days after approval, depending on your bank’s processing time.
• Sira Wallet credit: Within 24 hours of approval. Wallet credit can be used for any future Sira purchase.
• Flutterwave / Paystack payment reversal: 3–7 business days after approval.

8.3 Refund Amount

• Approved refunds for damaged, defective, wrong, or not-as-described items are full refunds, including any delivery fees paid.
• Change-of-mind refunds (where approved) are for the item value only. A processing fee of up to 10% of the item value may be deducted, and original delivery fees are not refunded.
• Partial refunds may be issued where only part of a bundle or order is returned.

9. Replacements & Exchanges

If you prefer a replacement over a refund, you may request this when submitting your return. Replacements are subject to stock availability from the vendor.

• If the exact item is in stock, a replacement will be dispatched within 3–5 business days of your return being collected.
• If the item is out of stock or the vendor is unable to fulfil a replacement, a full refund will be issued automatically.
• Exchanges for a different product, size, or colour are treated as a new order. Return the original item for a refund and place a new order on the Platform.

10. Vendor Responsibility

Sira is a marketplace platform. Individual orders are fulfilled by independent, verified vendors. While Sira mediates all return and refund disputes, vendors are contractually obligated to:

• Accurately describe and photograph all products listed on the Platform
• Pack items securely to prevent transit damage
• Fulfil orders with items that match the product listing
• Honour approved refund and return decisions communicated by Sira

If a vendor repeatedly fails to meet these standards, Sira reserves the right to suspend or remove the vendor from the Platform. In all cases where a vendor is at fault, Sira will ensure your refund is processed, including advancing the refund on the vendor’s behalf where necessary.

11. Disputes & Escalations

If you are unsatisfied with the outcome of your return request, you may escalate the matter by:

1. Emailing [email protected] with the subject line “Return Dispute — [Order Number]”. Our escalations team will respond within 2 business days.
2. Filing a complaint with the Federal Competition and Consumer Protection Commission (FCCPC) at fccpc.gov.ng. Under the FCCPA 2019, you are entitled to a fair hearing and a resolution.

We are committed to resolving all legitimate disputes fairly and promptly.

12. Your Consumer Rights Under Nigerian Law

Nothing in this policy limits or overrides your statutory rights under Nigerian law. Under the Federal Competition and Consumer Protection Act (FCCPA) 2019, you have the right to:

• Return goods that are unfit for the purpose for which they were purchased and receive a full refund.
• Return goods that do not correspond to their description, sample, type, or agreed quality.
• Withdraw from an electronic transaction within a reasonable period without penalty (other than the cost of return shipping).
• File a complaint with the FCCPC if your consumer rights are violated.

A “no refund” policy is unlawful under the FCCPA. Sira will never enforce a blanket no-refund stance on eligible returns.

13. Changes to This Policy

Sira reserves the right to update this Return & Refund Policy at any time. When we make material changes, we will update the “Last updated” date at the top of this page and notify active users via email or in-app notification. Continued use of the Platform after a policy update constitutes your acceptance of the revised terms.

14. Contact Us

For all return and refund enquiries, please reach out through any of the following channels:

• Email: [email protected]
• In-app: Sira app › Help › Contact Support
• Website: siragift.com

Our support team is available Monday to Friday, 9 AM – 6 PM WAT. We aim to respond to all enquiries within 24 business hours.