Cancellations, returns & refunds
Clear expectations before you pay and a documented path when an order goes wrong. Funds stay in escrow (SafeNode via Paystack) until completion or a dispute decision. Part of the Terms of Service.
Version 2.0 · Last updated 17 September 2026 · Operated by [Chelly Legal Entity Ltd]
1. Cancelling and inspection windows
Before seller acceptance: a buyer may cancel an unpaid order freely. If the seller cannot confirm availability after payment, escrow refunds the buyer automatically under the order rules. After delivery: inspect immediately and report problems within 48 hours of delivery (or of the failed-delivery attempt) via the order / Help Centre flow. Keep packaging and all contents for 7 days — claims without evidence or after the window may be rejected. Change-of-mind returns are only available where the seller explicitly offered them on the listing.
2. Eligible vs ineligible issues
Eligible (with evidence): item materially not as described, damaged in delivery, counterfeit/fake, missing item or wrong item, or seller never fulfilled. Not eligible: change of mind (unless seller offered it), minor differences clearly disclosed, damage you caused after delivery, or issues reported after 48 hours without exceptional proof. Abuse (false claims, empty-box fraud, swap fraud, collusion with sellers/riders) forfeits buyer protection, may lead to bans, and may be reported to law enforcement.
3. Evidence, returns process and who pays shipping
Provide photos/video of item + packaging, delivery proof, and a concise explanation. Do NOT send an item back until Chelly issues a return instruction with the address/method — unapproved returns are at your own risk. Return shipping: seller pays (or escrow deducts) where the seller is at fault (wrong/fake/damaged/not-as-described); buyer pays for change-of-mind where the seller offered it; Chelly decides split cases on the evidence. High-value or fragile returns may require tracked handover or rider return.
4. Refund method, timing and dispute decisions
Approved refunds go via the original available route: wallet credit (fastest) or Paystack/bank reversal (typically 3–10 business days depending on banks). Your order/ticket timeline shows each decision and update. While disputed, funds stay held — neither party can withdraw them. Chelly decides on the order timeline, delivery proof (QR/6-digit handover, GPS, timestamps) and messages; that decision on fund release is final for escrow purposes (without limiting court rights). Payouts to sellers/riders for the same order are reversed or set off where a refund is granted. Questions: support@chelly.ng. Safety issues: open a SAFETY ticket immediately.
Questions about this policy? support@chelly.ng · Contact Chelly Support.