Returns, Refunds & Cancellations

1. Payment and cancellation before fulfilment

A failed or expired payment does not create a successful paid order. If a verified paid order cannot be fulfilled, enta can place the order into a cancellation or refund workflow based on the payment and fulfilment evidence.

2. Delivery confirmation

A delivery claim starts a 48-hour buyer-confirmation period. The buyer can confirm receipt or report a problem from the protected order page. The 48-hour window is an operational settlement-protection period, not a limit on all consumer rights.

3. Standard return window

enta provides a standard seven-day return-request window where applicable. A buyer can request a return using the protected order page and can use a photo instead of a written explanation where the image sufficiently shows the issue.

Requests outside the standard window may require manual review, and any longer or non-waivable statutory rights remain unaffected.

4. Return process

• Buyer submits reason and optional photo/evidence.
• enta reviews the request and records an approval or rejection.
• If approved, the buyer returns the product using a trackable dispatch reference.
• Receipt of the returned item is recorded before the refund moves through provider processing where appropriate.

5. Refunds

Approved refunds are processed through the available lawful payment workflow. Payment-provider and bank processing times can vary. A refund may keep seller and supplier settlement on hold until the payment outcome is reconciled.

6. Consumer rights

Nothing in this policy removes mandatory rights that apply under Nigerian consumer law, including remedies that may apply to defective, unsafe, counterfeit, misdescribed, undelivered or otherwise non-compliant goods.