Returns & Refunds

You can request a full or partial refund if:

• An item is missing from your order
• An item arrived damaged, broken, spoiled, or defective
• The wrong item was delivered
• Your order never arrived and can't be traced
• The item is materially different from what was advertised

Requests should be submitted within 48 hours of delivery for perishable goods (groceries, food, pharmacy) and 7 days for other items. Older requests may still be reviewed but require additional verification.

Refunds are not typically issued for:

• Change of mind on non-defective items once delivery has been accepted
• Personal-care items (undergarments, opened cosmetics) where hygiene makes return unsafe
• Perishables that have been consumed or partially consumed
• Custom or made-to-order items unless defective
• Digital items or services that have already been fulfilled

The fastest path is through the app:

• Open Orders and tap the affected order
• Tap Report a problem
• Choose the issue that best describes what went wrong
• Add a short description — a photo of the damaged or wrong item speeds review significantly
• Submit

Our team reviews every claim. Straightforward cases (missing item, clearly damaged product) are usually approved the same day.

Once a refund is approved:

• Card payments: 3–7 business days back to the card, depending on your bank.
• Bank transfer: 1–3 business days to the originating account.
• GoMarketi wallet credit: instant, if you opt for credit instead of refund.

For most refund cases you do not need to physically return the item — a photo through Report a problem is enough. For higher-value items (typically above ₦50,000) we may arrange courier pickup at no cost to you. If pickup is required, our team will coordinate directly.

If you disagree with a refund decision, you can escalate by replying to the original support thread requesting a review. A different agent will re-examine the case, and where relevant we'll consult the vendor before responding.

Chargebacks initiated with your bank before contacting GoMarketi will pause any active refund review and may extend the total resolution time.