Refund and Cancellation Policy

1. The short version

If a seller has not marked your paid order as shipped within 24 hours, contact Yuti Support to request a review. A refund is not automatic; we review the order and let you know the outcome.

2. The 24-hour rule

• The clock starts when your payment is confirmed.
• The seller must mark the order shipped in their Yuti dashboard before the clock runs out.
• If they do not, contact support@yuti.com.ng with your order number. We review the order and may contact you and the seller before deciding whether to cancel the affected part and issue a refund.
• If your order has items from more than one seller, we review the affected seller's part separately. A decision about one seller's items does not automatically cancel the rest of your order.
• If an order is cancelled, we will review whether the items should be returned to the seller's available stock.

3. What you are refunded

If a refund is approved, we explain the amount before processing it. The amount depends on the affected items and circumstances, and may include relevant item, delivery, payment processing and escrow fees.

4. How and when the money comes back

Approved refunds are sent through Paystack to the payment method used for the order. We will tell you when a refund is submitted. How quickly it appears depends on Paystack and your bank or card issuer.

To request a review or ask about an approved refund, email support@yuti.com.ng with your order number.

5. Items that do not arrive or are not as described

If an item you received does not match its description, or an item did not arrive after the seller marked it shipped, raise a dispute within 7 days of the order being marked delivered, or of the date the item was expected. Email support@yuti.com.ng with your order number and a short description. Photos help.

We review the order, the messages and the delivery code records and may ask both sides for information. The outcome can be a full or partial refund, a replacement arranged with the seller, or no refund if the claim is not supported. Our decision is made in good faith on the information we have. See the Terms of Service for how disputes work.

Escrow protection is an optional service. It applies the dispute process described in the Terms and does not make a refund automatic.

6. Changing your mind and returns

Yuti does not guarantee refunds for a change of mind. Individual sellers may offer their own return terms on their store or listing. Ask the seller before you buy and keep their reply in the order conversation.

7. Cancelling an order

To request cancellation before a seller has shipped your order, email support@yuti.com.ng with your order number. We review the request and confirm whether it can be cancelled and refunded. If the seller has already shipped, cancellation may need the seller's agreement.

8. What is not refundable

• Seller subscription fees and paid promotion once the paid period has started, unless Yuti fails to provide them.
• Orders that the buyer has confirmed as delivered by giving the delivery code, except where a dispute is upheld under the process above.

9. For sellers

Accept paid orders promptly by marking them shipped within 24 hours. If you do not, the buyer may ask Yuti to review the order for cancellation or a refund. Yuti may recover approved refunded amounts from your payouts or ask you to repay them, and repeated missed deadlines may lead to your store being suspended.

Mark an order shipped only when you are really sending it, because doing so tells the buyer it is on its way.

10. Contact

Refund questions: support@yuti.com.ng. Please include your order number.