RETURN POLICY

Payarena Mall offers a 7 day return window for items that meet the requirements for return. Please contact us via any of our contact channels within seven days of delivery and we will ensure you get resolution

When returning an item, ensure all seals, tags and accessories are left intact and item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.

Find below a list of Items not eligible for return

ITEMS NOT ELIGIBLE FOR RETURN

  • Products that have been altered from their original or opened by an authorized personnel without permission.
  • Products that have been tampered.
  • Perishable goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher.
  • Products damaged due to misuse.
  • Products in beauty, health and personal care category.
  • Facial Skincare
  • Feet & Nail Care (Manicure & Pedicure)
  • Hair Extensions
  • Jewelry, innerwear, night wear, Beach and swim wear, bed sheets, lingerie and socks.
  • Books and CDs.
  • Office & Business Software.
  • Male and Female Perfumes.
  • Software
  • Drugs
  • Lotions & Creams

RETURN INSTRUCTIONS

  • STEP 1:

    Send a Complaint

    Also include pictures of the product that was delivered to helpdesk@up-ng.com as a means of evidence.

    STEP 2:

    Return after Authorization

    Once your claim is validated, our courier team is notified with pick up address information on the most suitable means of getting the item from you.

    STEP 3:

    Track Return Status

    We will send you a return waybill number via mail, this will enable you to track the status of your return.

    STEP 4:

    Get Resolution

    Upon our confirmation of the receipt of the item by the Seller, Payarena Mall will assist only by notifying the Seller to resolve the matter as it is the sellers’ sole responsibility without any further obligation on Payarena Mall.

RETURN INSTRUCTIONS

REASONS FOR RETURN

DESCRIPTION

TAGS/LABELS ATTACHED

ORIGINAL
PACKAGING

COMPLETE ACCESSORIES & FREE GIFTS

NEW
CONDITION

NOT
DAMAGE

Changed mind request

Product unused, (this applies to products in fashion category only).

Wrong Items

Products delivered differently from what was displayed on the website, the return will be authorized after validation and once the item is returned, item cost and shipping fee will be refunded.

Incomplete Item

Product delivered is partial from what was displayed on the website. A return will be authorized after validation if the item cannot be completed. Once the item is returned, the item cost and shipping fee will be refunded.

Defective Items

Product delivered has manufacturers defects was delivered dead on arrival, return will be authorized after validation.

Damaged or Broken (in transit)

Product has visible damage, return will be authorized after validation. Complaint must be laid within 24 hours.

Product Standard

Product delivered not working up to specification, cannot perform specified functions, return will be authorized after validation.

Fake/Unauthentic

Product delivered is fake, unauthentic or expired. Return will be authorized after validation.

Size

Size ordered is different from size delivered. Return will be authorized after validation

RETURN INSTRUCTIONS

How do I request to return an item?

Please call us on 07008643433/ 012703011, 012703021, 012703023 or send an email to helpdesk@up-ng.com. You can also chat us on Whatsapp (07008643433) or Livechat on the webpage.

How do I return an item?

After your claim has been validated (after sending a video clip or picture of the item delivered), a return would be authorized for the item and our courier team notified with pick up address information to collect item.

Once retrieval is initiated, what happens next?

Our courier team will call you to schedule a retrieval. There will be 2 attempts made to retrieve the item in 7 working days. If unsuccessful, you will be forwarded seller details and required to return item to the seller.

Can my item be retrieved?

Yes. A retrieval can be approved only for validated complaints of wrong, damaged, low product standard, fake/unauthentic, size mismatch and incomplete items.

Is my product under warranty?

Warranty information is displayed on each product’s listing page. On the product page, on the right of the product, there is a field for warranty. If the product has a warranty this field will be filled with the duration.

Can I return if my item is outside the warranty period?

No, you will be required to refer the item to the service Centre of the seller. Kindly contact us

Can my warranty be voided?

Yes, a warranty is voided once an item within the warranty period is opened or referred to a technician(s) not affiliated to the manufacturer.

I initiated a return but have not gotten a response and its over 48 hours, what do I do?

Please contact us

Do I have to return the free gift when I return a product?

Yes, any free gift must also be returned.

How do I track my return status?

We will keep you updated by email and SMS about the status of your return. You may also track your return using the return tracking number you received when the item was dropped off.

Once return of my package is done, how long will it take to be refunded?

Depending on the complaint, a refund would be made to your card account/PayAttitude wallet immediately return is confirmed or refund will be made after claim on defect is validated.

Can I return my item after the stated returns timeline?

You will not be able to return after 7 days but if it is faulty, it may be covered under warranty and a return can be authorized for the item to be referred to the service Centre of the seller by our support team.

Why was my item redelivered to me instead of a refund?

Returned items will be redelivered to you if we cannot validate your reason for returning it. For example, a phone returned for not charging will be tested extensively and if the claim is not validated, (phone charges properly) the item will be redelivered by courier and cost of delivery debited from your account.

Can I Replace or Exchange an item rather than a refund?

At the moment, Payarena Mall does not offer replacement or exchange of an item; however you can still return an item and receive a full refund.

How long do I have to request for return?

You can request a return within 7 days for all eligible items if:

  • You receive a wrong, damaged, low product standard, fake/unauthentic, size mismatch and incomplete items.
  • You change your mind, with the exception of underwear, adult toys, groceries, perfumes, cosmetics, hair extensions and jewelry. Retrieval and re-delivery cost will be borne by you.

How long is my return pick up timeline?

The return pick up time starts from the day you make a request to return an item to the day our Courier partner retrieves the item that you will like to return. There will be 2 attempts made to retrieve the item in 7 Business days. If unsuccessful, you will be forwarded seller details and required to return item to the seller. Business days are from Monday to Friday and do not include Weekends and Public Holidays.

How long is my refund timeline?

The refund time starts from the day the item you would like to return is picked up by our Courier partner to the day the refund process is completed(authorization after validation). If the reason for returning an item cannot be validated, such item will be redelivered to you and a refund will not be processed. The refund timeline is 5 to 10 Business days. Business days are from Monday to Friday and do not include Weekends and Public Holidays

Note that for changed mind, the return has to be authorized by the seller.  

When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.

SETTLEMENT

  • Merchants on Payarena to be settled on the following basis:

a.T+3 basis for goods marked for express or same day delivery

b.T+5 basis for goods marked for regular delivery, to provide room for delivery of goods by courier partner

  • Buyers have 7 Business days from delivery of goods to make return complaints in line with the return policy.
  • All returns on Payarena Mall to be treated and logged as transaction dispute with reason for return clearly stated.

SUPPORT

EMAIL SUPPORT

helpdesk@up-ng.com

PHONE SUPPORT

+2347008643433
+234(1)2703011
+234(1)2703021
+234(1)2703023

SOCIAL MEDIA HANDLES

Facebook – Payarena
Linkedin – Payarena
Twitter – Payarena_ng
Instagram – Payarena_ng

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