Refunds and Cancellations Policy

This policy applies to orders placed through AZAP. It does not limit any right or remedy that cannot lawfully be excluded under Nigerian law.

1. Cancelling an order

Before store acceptance: you may cancel for a full refund, including the delivery and service fees paid for that order.
After acceptance, before rider pickup: we will review the cancellation with the store. A full refund is available where preparation has not started; where preparation has started, the available remedy depends on the product and order stage.
After pickup or delivery: use the issue-reporting process below. Cancellation is no longer automatic because goods may be perishable or already in transit.

2. Wrong, missing, damaged, unsafe, or unsuitable items

Report a wrong, missing, damaged, expired, unsafe, or materially different item within 24 hours of delivery. Include clear photos where reasonably possible. We will investigate and may arrange a replacement, partial refund, or full refund, depending on the issue and evidence.

3. Returns by product type

Non-perishable, unopened items: request a return within 7 days of delivery.
Fresh food, prepared food, medicines, personal-care or hygiene goods, and opened items: change-of-mind returns are not available. Quality, safety, wrong-item, and defect claims remain covered.
Defective, unsafe, unsuitable, or misdescribed goods: rights available under applicable law remain protected regardless of the ordinary return windows above.

4. Delivery problems

If delivery fails because of AZAP, the store, or the rider, we will provide a full refund including the delivery fee. If a customer is unreachable, supplies an incorrect address, or cannot receive the order after a reasonable delivery attempt, delivery and return costs may be non-refundable.

5. Resolution and refund timing

We aim to acknowledge a support request within 24 hours and resolve ordinary cases within 2 business days. Once a refund is approved, it is sent to the original payment method within 5–10 business days, subject to the payment provider and your bank. A verified bank account may be used only where an approved alternative is necessary.

6. How to get help

Contact support@azap.ng with your order number, the issue, and any useful photographs. For urgent safety concerns, do not use or consume the item.

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