Returns & Refunds

Last updated: 28 July 2026

The honest summary: Returning goods from Lagos back to the UK is expensive and slow. That's why our default service is no returns — but we offer a paid Plus tier for customers who want that option, and we always refund when we get something wrong (out of stock, wrong item, damage in transit).

Tiers at a glance

Feature	Standard (default)	Plus (+£15)
Returns to UK	❌ Not available	✅ Within 14 days, at cost
Refund if we error	✅ Full refund	✅ Full refund
Refund if out of stock	✅ Full refund	✅ Full refund
Damaged-in-transit refund	✅ Up to £50, or full if insured	✅ Up to £50, or full if insured
SLA miss credit	✅ ₦10,000 automatic	✅ ₦10,000 automatic

1. When you get a full refund — our errors

You always get a full refund when the problem is on our side:

Out of stock: the UK retailer can't fulfil the item after you've paid. We refund the same day, or offer an alternative.
Price increased >2%: if the UK price rose more than 2% between your quote and our purchase, and you don't want to pay the difference, we refund in full.
Wrong item sourced: we bought something different from what you ordered. We refund or replace at our cost.
Item lost in transit: we cannot locate your order. Full refund (or replacement), claimed within 48 hours of expected delivery.
Item damaged in transit: see damage section below.
Prohibited item caught: if we missed a prohibited item and can't ship it, full refund of that item.

Refunds are returned to your original payment method within 5–7 business days (gateway processing time).

2. Change of mind — Standard tier

If you change your mind about an item before we purchase it from the UK retailer, you can cancel for a full refund (less any non-refundable gateway fees). Once we've purchased the goods, the items are yours — Standard tier does not include returns. This is clearly disclosed before you pay.

3. Change of mind — Plus tier (paid returns)

If you chose the Plus tier (+£15) at checkout, you can return goods to the UK within 14 days of Lagos delivery, subject to:

You pay: £15 handling fee (already paid at checkout) + actual return postage UK-bound + any UK retailer restocking fee.
We facilitate: the return logistics, customs paperwork, and vendor negotiation.
Refund: once the UK retailer confirms the return and refunds us, we refund you the goods value (less restocking fee if any). Freight, duty, and our fees are non-refundable.
Condition: items must be unused, in original packaging, with tags. Cosmetics, opened liquids, intimate wear, and personalised items cannot be returned.

4. Damaged or faulty goods

If your goods arrive damaged or faulty, notify your concierge within 48 hours of delivery with photos. We'll assess and:

If you added insurance: full refund or replacement, up to the goods value. We handle the insurer claim.
If you did not add insurance: refund capped at £50 per order regardless of goods value (this is our liability cap — please add insurance on high-value orders).
If the item was faulty from the retailer (not transit damage): we'll help you pursue the UK retailer's warranty or return; we don't cover manufacturer defects beyond our liability cap, but we'll advocate for you.

Damage caused by the customer after delivery (mishandling, misuse) is not covered.

5. Customs holds and duty variance

If customs holds your goods and the duty exceeds our 5% buffer, we absorb the difference — it's not passed to you. You will not receive a surprise customs bill. In extreme cases (mis-declaration by us, restricted item we missed), we'll resolve at our cost. See our SLA Guarantee.

6. Failed delivery (recipient unreachable)

If we can't deliver because no one is available after 2 attempts on the scheduled day:

We hold the parcel at our Lagos warehouse for 5 days, free.
After day 7 from arrival, storage fees apply: ₦500/day under 5kg, ₦1,000/day for 5kg+.
After 30 days with no response, the goods are considered abandoned and forfeited (you agree to this in our Terms).

7. How to request a refund or return

WhatsApp your named concierge with your order reference and a description of the issue (photos if relevant). We aim to respond within 4 hours and resolve within 7 days. If you're not satisfied, escalate to hello@london2lagos.app with "Complaint" in the subject.

8. What's never refundable

Our procurement/sourcing fee once we've completed the purchase (it covers real work done).
Freight once the goods have shipped.
Customs duty and VAT once paid to Nigerian customs.
Gateway fees on refunded transactions (we pass these through at cost).
Items abandoned after 30 days (see failed delivery).