This policy outlines how disputes and refunds are handled for public market purchases on BringItHome.
1. PUBLIC MARKET REALITIES
BringItHome facilitates purchases from open Nigerian public markets. By shopping on the platform, you accept that:
- No Quality Refunds: There are no refunds for variations in quality, ripeness, or standard market condition, as is customary in public markets.
- Price Fluctuations: Final prices may vary slightly from initial estimates based on daily market changes.
2. GROUNDS FOR DISPUTE (NO REFUNDS)
BringItHome operates a strict zero refund and zero return policy for public market purchases. Prices and items are locked at the point of the accepted offer. Disputes on our platform are solely for reporting poor Shopper performance, which regulates their standing on the platform.
You may raise a dispute to report a Shopper for:
- Missing Items: An item you paid for was not delivered by the rider.
- Completely Incorrect Items: You received a materially different item than what was ordered (not simply a different acceptable brand).
Note: Reporting a Shopper for these issues affects their rating and may lead to their suspension, but it does not result in a financial refund to you.
3. EXCEPTIONS FOR EXTREME CASES
While we maintain a strict zero-refund policy, BringItHome reserves the right to review disputes on a case-by-case basis. In very extreme cases, at our sole discretion, we may consider issuing a compensatory credit to your BringItHome internal wallet .
- Wallet credits can only be used automatically towards your future purchases on the platform.
- Cash refunds to your bank account are never provided under any circumstances.
4. UNREACHABLE BUYER PROTOCOL
If you are unreachable at the designated delivery address, the Shopper may trigger an "Unreachable Warning."
- You will receive an urgent notification with a limited response window (displayed to you at the time) to confirm your availability. A single unanswered warning is enough to start this window — it is not conditional on a set number of prior warnings.
- If you do not respond within that window, the delivery is automatically confirmed (not disputed) — items are released to the Market Manager for holding, and payment moves toward the Seller in the same way a delivery you confirmed yourself would. You are notified the moment this happens.
- You can still dispute this. An automatic confirmation gives you a slightly extended 3-hour window (rather than the usual 1 hour — see Section 6) to raise a dispute, including disputing that you were genuinely unreachable at all. This is a real, buyer-initiated review, not a closed-door process — see Section 6 for how to file it and what evidence applies when you never received the item.
- Forfeiture: Following that review, if you are found to have been reasonably reachable and simply did not respond, the held payment may be entirely forfeited to compensate the Seller for the procured perishable goods and delivery attempt.
5. SENDIT GIFT DELIVERY DISPUTES
For a SendIt gift delivery, the same zero-refund framework above applies, with two differences that reflect the fact that you are not physically present to receive the item yourself:
- No unattended drop-off: If the rider cannot find your Beneficiary at the delivery address, the Shopper logs a "Rider Returned" event instead of the Unreachable Buyer protocol above. You are notified immediately with your Beneficiary's contact details so you can reach them directly. One re-delivery attempt is made within the original delivery window; if that also fails, the delivery is escalated and payment release is paused pending admin review, the same as any other disputed delivery.
- Evidence, since you weren't there: Because you did not personally receive the item, you are not required to supply your own photographic evidence to raise a SendIt dispute — describe the issue as reported to you by your Beneficiary. BringItHome primarily relies on the Shopper's pre-dispatch, per-item photos (taken before the item ever left the market) to adjudicate the dispute.
6. HOW TO FILE A DISPUTE
Disputes must be filed after delivery confirmation and within the dispute window displayed in your app. That window depends on how the delivery was confirmed:
- You confirmed it yourself (entered your 6-digit code, or tapped "Confirm Received" for SendIt): 1 hour afterward.
- It was automatically confirmed (delivery window elapsed, or you didn't respond to an Unreachable Warning): 3 hours afterward — extended specifically because you had no active role in triggering the confirmation.
To file a dispute:
- Navigate to the relevant order in your Shopping Lists and tap "Submit Dispute".
- You will be prompted to review your order item by item .
- For each item, you must explicitly select either "Accept" or "Dispute" . Items marked as "Accept" are final and cannot be disputed later.
- For any item you mark as "Dispute", you must provide photographic evidence of the item received, along with a clear written reason. Without photographic evidence, the system will not allow you to dispute the item. This requirement applies only where you actually received something to photograph — it does not apply to SendIt gift deliveries (Section 5) or to a delivery that auto-confirmed without you receiving anything, such as under the Unreachable Buyer Protocol (Section 4). In both cases, describe what happened instead; our review relies on the Shopper's pre-dispatch, per-item photographs and other available records, not a photo you were never in a position to take.
If you cannot locate the dispute option, contact support@bringithome.ng directly within the dispute window. Our team will review the dispute and may issue wallet credits or apply seller penalties as appropriate.