RETURN POLICY
You can initiate a return within 15 days for Shopxtraa Official items and 7 days for other eligible items if you receive a wrong, damaged, defective or counterfeit item
when returning an item, ensure all seals, tags and accessories are left intact and item is in its original packaging. We recommend that you keep the original carton and packaging material for a smooth and easy return.
If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.
Get your refund within 24 hours when you drop off item at the nearest Shopxtraa drop off or station. Eligible Fashion items only
You can request a return if you have changed your mind about an item AND if it has not been opened except for the following items, for hygiene and security reasons: swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, food supplements, software, tickets, and adult products.
FREQUENTLY ASKED QUESTION
I have bought an item on sale/discount. What amount will you refund me?
For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value. Example: If you purchased an item on sale for N2, 000 and its original value was N4, 000, we will refund you N2, 000.
How do I return an item I ordered?
To request a return:
1. Log into your Shopxtraa account
2. Select Account in the upper right hand menu
3. Select Orders
4. Find the item you would like to return and click Request a return
5. Select the number of items you wish to return, the reason of the return and give us more details to help us identify the issue with the product
6. Select your preferred refund method
7. Select your preferred return method (pick up from your address or drop off at a pick up station)
8. Check your information and submit your return request
Can I change my refund option anytime?
No. You cannot change your selected refund option.
I tried to submit my return request, but received an error message “Sorry, as per policy this item cannot be returned”. What does this mean?
Please note that for our customer safety and protection, the following items cannot be returned except if you have received a wrong, defective, counterfeit, damaged, incomplete or expired item: swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, drugs, food supplements, software, tickets, and adult products
Is there a possibility that my return may not be accepted?
If your return request meets the eligibility conditions, it will be approved. Otherwise our Quality Check Team will have to decline your claim following a thorough inspection. For example, you may have returned the item without its original packaging, or an unsealed product (such as phones and laptops) has been returned but does not present any functionality issues following a check by our specialized team.
I received a communication advising me that my return request was not validated, and that the item I wish to return will be sent back to me. Why?
Your return request was not validated by our Quality Check Team as return conditions have been met, or your return claim could not be confirmed following extensive testing. For example, you may have returned the item without its original packaging, or an unsealed product (such as phones and laptops) has been returned but does not present any functionality issues. If you refuse to accept the item, we will keep it in our warehousing facility for a period of 30 days, during which will send you a reminder to pick it up. Beyond this timeline, the item will be forfeited and will become a property of Shopxtraa, with no refund to be issued to you
Is my product under warranty?
Warranty information is displayed on each product’s listing page. For more information on claiming under warranty please
Do I get refunded the delivery fees when returning a product?
If you are returning a Shopxtraa Global item, and the return is not the result of Shopxtraa error or seller error (i.e. you have changed your mind or the size does not fit as expected), you will not receive any refund on delivery fees.
Can I replace or exchange an item rather than a refund?
Yes, you can replace or exchange an item instead of a refund, however, it is subject to approval.
My return has been collected for a while, but still no news, what should I do?
We apologize for this. Please contact us using the form provided or via the contact us page
Shopxtraa tells me they have done a bank transfer but I have not received the money, what should I do?
It takes 2-5 business days for the money to reflect in your account. Please contact us if it you still haven’t received your refund after this time. Go to refund policy for more details.
How do I track my return status?
We will keep you updated by phone call, email and SMS about the status of your return. You may also wish to look at our timelines
If you have any question please complete the customer contact form here
Is my product under warranty?
Warranty information is displayed on each product’s listing page. Check our terms and conditions page to get more information about our warranty policy.
Do I have to pay for shipping charges when I return a product?
There will be no charges for shipping a product back to Shopxtraa, if you wish to replace or return a product that was rightly delivered based on the specification you paid for, but if the fault is from us or our vendor(s) there will be no shipping charges.
Can I Replace or an item rather than a refund?
At the moment, Shopxtraa does not offer replacement or exchange of an item; however you can still return an item and receive a full refund
I bought an item and used a refund voucher from a prior order to pay a part of the purchase price. What amount will you refund me?
If you purchased an item with a refund voucher, we will refund you the sum of the amount you paid and the amount of the Shopxtraa refund voucher. For example: If you purchased an item for N4,000 and made partial payment using a N2,000 refund voucher and paid N2,000 directly, we will refund you N4,000.
I submitted my return request, but have changed my mind and no longer wish to return the item. What should I do?
If you no longer wish to return an item, please contact us to cancel your request. Also, when you are contacted for pickup, you may ask the delivery associate in charge of picking up your item to cancel the request on your behalf