Return Policy

RETURNS POLICY

 

  1. Returning items

You have 7 days to request a return after your order has been delivered. Returns are provided by respective sellers on the Kitara platform to the Buyers on the Kitara platform providing as eligible the options of refund/return/exchange. The eligibility of return for products differ from product to product under different categories, hence, all products listed under a particular category may not have the same returns policy.

Website users are hereby notified that for service listings, every user is advised to carry out all due diligence before engaging any service provider. Being listed on the Kitara website is not an endorsement of the skill, capability or any other capacity of the service provider.

 

Return Instructions

STEP 1:

Send a Complaint

Also include pictures of the product that was delivered to returns@kitara.ng as a means of evidence.

STEP 2:

Return after Authorization

Once your claim is validated, we will provide information to you on the most suitable means of getting the item from you.

STEP 3:

Track Return Status

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

STEP 4:

Get Resolution

Once the item has been received by the seller, we will ensure you get a resolution (A replacement, exchange, voucher or refund).

If I need to return a product will it be picked up by the courier service field personnel or dropped off by the Buyer at a pre-determined location?

This is resolved on a case by case basis. However, note that for items that have already been signed for and for which the customer decides to return within the 7 day return window, the customer will be responsible for the cost of the return shipping.

 

  1. Can items be returned after the time period of 7 days as mentioned in the seller’s Returns Policy?

No, sellers will not be able to accept returns after the time period mentioned in the Seller’s Returns Policy.

Kitara will not be responsible for replacing or refunding products that fall under this category. However for all product complaints outside 7 days in respect to defective items, the Buyer may:

  • Visit an authorised service centre with your warranty card (if any and if applicable).
  • Contact the seller to try and resolve the issue or contact us so we can assist in getting a resolution from the seller.

Be informed that all shipping and repair costs will be borne by the Buyer in cases where such defect is not covered by the manufacturer’s warranty.

For all products listed on the Kitara website, the policy on the product page shall always prevail over the general returns policy. For any exceptions to the table below, please refer to the specific product’s applicable return policy (if any).

 

CATEGORY RETURNS WINDOW POSSIBLE ACTIONS OTHER CONDITIONS (IF ANY)
TV & APPLIANCES: electronics, mobiles, phones, large and small appliances, all furniture and all accessories related to the above. 7 days We will first attempt to resolve the issue with your product, this troubleshooting maybe done over the phone using some online tools (if necessary), or dispatching a technician to you location.

All defective products will be replaced (note that only one replacement, if any, will be done) with the same model only if the defect is determined within the Returns Window, all complaints outside this returns window will be directed to the brand service centre.

FASHION:

Clothing, Footwear, Watches, handbags, school bags, other types of bags Sunglasses, Jewellery, Footwear Accessories,  Fashion Accessories

7 days Refund, replacement or exchange
HOME AND OFFICE:  Home, office and kitchen furnishing, home décor, Home Improvement Tools. 7 days Refund or replacement
  1. We will send authorised service personnel to attempt to resolve all issues regarding defective or faulty parts for all furniture by repair or replacement free of charge to the Buyer.
  2. Full replacement is determined on a case by case basis where repair/replacing defective parts cannot resolve the issue, this will only be provided on the recommendation of our authorised service.
GROCERIES AND AGRO PRODUCTS No returns allowed.

Rejection at the point of delivery with a cogent reason subject to validation by our field personnel.

We do our utmost to ensure our Buyers get fresh Fruits and Vegetables, however we will only attempt to deliver this order once.

For Other packaged grocery items, our courier partners will reattempt the delivery.

YARD SALE No returns allowed.

Rejection at the point of delivery

 

 

  1. C. I see the ‘Cancel’ button but I can’t click on it. Why?

A greyed out and disabled ‘Cancel’ button can mean any one of the following:

  1. The item has been delivered already

OR

  1. The item is non-refundable (e.g. Gift Card)

 

  1. How do I cancel an order?

You can cancel your order by ​contacting our Customer Service here 0705 2422 505. .

You can also cancel it yourself by following the steps below:

1) Sign into your account,
2) Visit ‘My Orders’, and
3) Clicking the ‘Cancel’ button to cancel your order.

While you may instantly cancel orders not yet shipped, please note that shipped orders may get to you before your cancellation request is processed. You nevertheless have the option of rejecting or accepting the order on delivery.

Please note that once the item has been shipped, it cannot be cancelled but you can return the item within 7 days. For more on returns, please visit.

 

  1. Do I have to return the freebie when I return a product?

Yes, all freebies received with the product should be returned along with the product.

 

 

  1. Which products are not eligible for returns?

The table below contains a list of products that are determined not eligible for returns due to their nature or some other reasons as per the seller’s Returns Policy. Kindly note that for all products, the policy on the product page shall always prevail. Please always check the product’s Returns Policy on the product page.

 

Kindly NOTE also that ALL Products damaged due to misuse and mishandling cannot be returned.

 

 

Category Products that can’t be returned
Auto Accessories Additives, Air Fresheners, Brighteners, Cleaners, Bike/Car Stickers, Degreasers, Dent/Scratch Removers, Filler Putty, Headlight Vinyl Films, Liquid Solutions, Lubricants, Polish, Power Steering Fluids, Sealants, Oils and Wax
Automobiles Cars, Mopeds, Motorcycles and Scooters
ALL PRODUCTS UNDER HEALTH AND BEAUTY CATEGORY NOT ELIGIBLE FOR RETURN
ALL PRODUCTS UNDER GROCERIES AND AGRO PRODUCTS NOT ELIGIBLE FOR RETURN (except a valid reason is raised at the point of delivery with affirmation from the dispatcher)
HOME AND OFFICE: kitchen & dinning All products under kitchen and dining, all window coverings e.g window blinds, curtains, etc
HOME AND OFFICE: Computer Accessories, Bookshop Software, CDs/DVDs, Ink Toners, Music, Movies and Blank/Educational Media. BOOKSHOP: Books.
Fashion Baby Doll, Shapewear, Socks, Stockings and Swimsuits, Bra Accessories,Lingerie Wash-bags, Briefs, Boxers, Lingerie Sets, Panty, Garter, Trunks, Vests, Clothing Freebies
Footwear Accessories Oils, Glue, Grease, Socks, Shoe Deodorants/Polish Creams/Sprays and Wax
Gardening Products Plant Saplings, Plant Seeds and Soil Manure
Home Products Adhesives, Barbeque wood, Bird/Insect Repellent, Contact Cement, Crack Fillers, Inks, Guitar/Yoyo Friction Stickers, Marker Refills, Mosquito Coil/Vaporiser/Vaporiser Refills, Naphthalene Balls, Scuba/Smoking-Pipe Mouthpieces and Sprays, Electric Ear Cleaners
Hygiene Cannula, Contact Lens, e-Hookah, Fake Moustache, Female Urination Devices, Menstrual Cups, Needles, Panty Liners, Shaving Products, Smoking Patch, Straws, Sweat Pads, Tampons, Teeth Whitening Products/Wipes, Tissues, Toilet Tissue Aid, Toilet Rolls and Women Intimate Care
Music Instrument Accessories Mouthpiece Cap/Pad/Set, Oils and Polish
Party Supplies Balloons, Candles, Cut-outs, Decoration articles and Whistles
Festive Supplies Hookah Charcoal/Flavor/Mouth-tip, Incense Sticks and Holi/RangoliColor

 

 

 

To undertake all forms of Returns processing, all products will be checked for return eligibility under the following conditions:

Category Conditions
Correct Product IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and tag should be undetached and clearly visible.
Complete Product All in-the-box accessories that came with the product at the time of delivery (e.g instruction manuals, remote control, chargers, headphones,starter kits, etc.), all freebies  (if any) should be present.
New and Unused Product The product should be new, unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.
Undamaged Product and accessories The product (including its SIM trays/headphone port/ charging port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
Undamaged Packaging The product’s original packaging/ box should be undamaged and intact.

The field executive/shipping agent will not accept return of the product if any of the above listed conditions are not met.

For all products that are determined by Kitara to be eligible for refund, the refund will be processed immediately and only when the returned product has been received by the seller.

 

Other general conditions for a successful Return:

  • In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
  • For products under YARD SALE CATEGORY, products are eligible for refund only when the Buyer rejects the product at the point of delivery.  Any sort of product receipt by the buyer deems all YARD SALE products NOT ELIGIBLE for refund.

 

  • Kitara authorised personnel shall help in unboxing and installation for all products where installation is provided by Kitara service partners. Please DO NOT open the product packaging by yourself.

 

  • For all types of furniture, any product related issues will be checked by a Kitara (or the Seller’s) authorised service personnel free of charge. This authorised personnel will attempt to resolve the issue by repairing and/or replacing the faulty/ defective part of the product. Full replacement will only be provided only on case by case bases where the service personnel provides the professional opinion that such repair and/or replacement of the defective part will not resolve the issue.