Returns & Refunds

At VP Solution we want you to be happy with what you bought. If something is wrong with it, tell us and we will put it right.

This policy explains when you can return something, how long you have, what condition it needs to be in, who pays, and how long a refund takes. It forms part of our Terms of Service.

1. Your rights under Nigerian law

This section comes first because nothing later in this policy can reduce it.

The Federal Competition and Consumer Protection Act 2018 gives you the right to receive goods that are of good quality, in good working order, free of defects, suitable for the purpose they are sold for, and matching how they were described (sections 130 and 131).

If goods do not meet that standard, section 122 gives you the right to return them within a reasonable time and to a remedy. That right exists whether or not this page says so, and it applies even after the 7 days below have passed.

Nothing in this policy takes away those rights or any other right you have under Nigerian law. Where this policy is more generous than the law, the policy applies. Where the law is more generous, the law applies.

2. The short version

• You have 7 days from delivery to tell us about a problem.
• Faulty, damaged or wrong: we cover everything, including the return cost.
• Changed your mind: sealed and unopened, within 7 days, and you pay the return postage.
• How to start: WhatsApp 0811 111 1328 or Info@vpsolution.com.ng, with your order number.

The rest of this page is the detail.

3. If something is faulty, damaged or not what you ordered

This is the part that matters most, and our answer is simple: it is our problem, not yours.

Tell us within 7 days of delivery if the item:

• does not work, or stops working almost immediately
• arrived damaged
• is not the item you ordered
• is missing parts or accessories that should have been in the box
• does not match how it was described on our website or in our app
• is not genuine

We pay for everything in these cases. The return costs you nothing: no return shipping, no restocking fee, and we refund the original delivery fee too.

You choose the remedy: a replacement, or a full refund. Not us, you. Konga’s wording is “a replacement, exchange or refund” with the choice left vague, and that vagueness is the thing customers complain about.

Check the parcel when it arrives. If it is visibly damaged, tell us within 48 hours so we can deal with the courier while the evidence is fresh. If you miss that, you still have the 7 days and you still have your rights under section 1. It is a request, not a condition.

Dead on arrival. If it never worked at all, that is this section and not a warranty claim. Do not let anyone send you to a service centre for an item that was broken when it reached you.

“Genuine, sealed” is a promise we make on every product page, and this is the clause behind it. If what you received is not genuine, we refund you in full, we pay the return cost, and we want to know about it.

4. If you simply changed your mind

If you have simply changed your mind, you can return an item within 7 days of delivery as long as it is still sealed. Electronics cannot be resold as new once the box is opened, which is why this one condition exists.

The item must be in its original packaging, unopened, with the manufacturer’s seal intact and no labels removed.

You pay the return cost in this case, and the original delivery fee is not refunded. You are welcome to bring it to us at Shop 44, Unilag Shopping Complex instead, which costs you nothing.

There is no restocking fee. On a sealed item there is nothing to restock, and a charge on top of you paying the return postage would be a penalty for changing your mind.

5. What we need back

5.1 In every case

• The original box and packaging
• Every accessory, cable, adapter, manual and free gift that came with it
• The serial number or UPC label intact and untampered with
• Your order number

5.2 If the item is faulty

We do not expect it to be in new condition. It is broken; that is the point. We need the box, the accessories and the serial number intact, and nothing more.

5.3 If you changed your mind

Sealed, as described in section 4.

6. What cannot be returned

• Anything damaged by misuse, by liquid, by a drop, or by an unauthorised repair
• Anything with a removed, altered or unreadable serial number or UPC label
• Anything opened or worked on by somebody who was not authorised to
• Earphones, earbuds and other in-ear items once the seal is broken, for hygiene reasons
• Software, licence keys and activation codes once they have been revealed or activated
• Clearance, ex-display and “as-is” items, for a change of mind. Faults are still covered.
• Items we sourced specially at your request, for a change of mind. Faults are still covered.

An exclusion here never removes your rights under section 1. If an excluded item is genuinely defective, it is a section 3 case.

7. After the 7 days: warranty

Most of what we sell carries the manufacturer’s warranty.

Who you talk to. For a fault that appears after the 7 days, the manufacturer’s authorised service centre handles it, and we will tell you where yours is. In practice we will often deal with them on your behalf, but the promise on this page is the one we can always keep.

The warranty period is 90 days from delivery, on everything we sell. It runs alongside your rights in section 1, which are not limited by it.

Whatever is decided here, section 1 still applies. A fault that appears in month two on something sold as durable is not automatically your problem just because 7 days have passed.

8. How to start a return

1. Message us within 7 days of delivery. WhatsApp 0811 111 1328 or Info@vpsolution.com.ng. Tell us your order number, what is wrong, and send a photograph or a short video if the item is damaged or faulty. The photograph saves everybody a round trip.
2. We reply within 1 working day and confirm whether the return is approved, and how to get the item back to us.
3. Send it back, or bring it to Shop 44, Unilag Shopping Complex, Lagos. Please wait for our reply before sending anything. An item that arrives unannounced is slower to process and harder to trace, not faster.
4. We check the item and put it right. Timings are in section 9.

We will not make this hard. If a return is refused we will tell you the reason in writing and which part of this policy it comes from.

9. Refunds

How it is paid back. To the way you paid, wherever that is possible: a card payment is reversed to the same card, a transfer is returned to the account it came from.

Store credit is offered as a choice, never imposed. If you would rather have credit with us than wait for a bank reversal, say so and you can have it. If you say nothing, you get your money back the way you paid.

When. We approve the refund within 2 working days of receiving the item back and checking it.

The money then takes a few more days to reach you, and that part is the bank’s rather than ours. Card reversals through Paystack take 5 to 10 working days, not counting weekends or public holidays. How long inside that window is down to your own bank and how quickly it clears the incoming payment. You and we both get an email the moment the refund is sent, so the email is the proof it is on its way – the bank statement is what lags.

A debit on a payment that failed is not a refund, and it is worth knowing before you ask for one. If a payment failed but your account was still debited, that is a temporary hold rather than a completed charge, and the bank normally releases it by itself within 24 to 72 hours. Tell us anyway if it does not.

Part of an order. If you return one item from an order of several, we refund that item. The delivery fee is refunded only where the whole order goes back, unless the return was our fault under section 3, in which case we refund it either way.

We do not refund before the item is back with us, except where we have agreed otherwise in writing.

10. Cancelling before it arrives

Before it ships. Message us and we will cancel it and refund you in full. No reason needed and no charge.

After it ships. We cannot recall a parcel in transit. Refuse it at the door, or accept it and start a return under section 4. If you refuse it because you changed your mind, the delivery fee is not refunded – the rider has already been paid. If you refuse it because the fault was ours, it is.

If we cancel. If we cannot fulfil an order, because the item turns out to be unavailable or the price was wrong, we refund you in full and we tell you why.

11. Questions

• WhatsApp 0811 111 1328
• Email Info@vpsolution.com.ng
• In person Shop 44, Unilag Shopping Complex, Lagos, Nigeria

If we cannot sort it out between us, you can take it to the Federal Competition and Consumer Protection Commission at fccpc.gov.ng.