Returns & Refund Policy

Dear Esteemed Customers
When a product is not satisfactory to you and payments have been made, we haverefund policies that cater for your needs.

For our Payment on Delivery Customers/ Same-Day Returns Customer

Step 1: You are required to make payments before opening the parcel.

Step 2: Return the parcel back to the courier in the same condition it was delivered and your refund will be processed on the same day. Depending on the mode of payment, it may take 2-3working days for you to receive the payment especially in the case of bank transfers.

If you are not satisfied with the order, we would make a same day refund for you if the product is collected back in the same condition as it was sold.

Please note that the customer bears the cost of logistics.

For our Payment after Delivery/ Later Date Returns Customers:

Step 1: Send a Complaint.

Send a complaint to [email protected], include pictures of the product that was delivered (in the event of damage) and state a valid reason why you would like to return the product.

Step 2:Return after Authorization

Once your claim is validated, we will provide information on the most suitable means of getting the item from you.You can either return the item to our office or we can pick up from you (door delivery orders only)

Step 3: Package the Item Properly for Returns

Place the item in its original packaging; include any accessories, tags, labels or freebies.

Step 4:Get Resolution

Upon our confirmation of the receipt of the item by the seller, FlapAfrica will assist by notifying the seller of the returned item. The item would be inspected and we will process your refund via voucher, a bank transfer or the means in which the original payment was made.

Disclaimer: If Returns are to be made as an exchange for another item, the logistic fee for the new item delivered would be charged to the customer.


Items Not Eligible for Returns

  • Products that have been altered from their original or opened byunauthorized personnel without permission.
  • Product with tampered or missing serial Universal Product Code numbers (UPC).
  • Perishable goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher.
  • Products damaged due to misuse.
  • Products in beauty, health and personal care category.
  • Jewelry, innerwear, bed sheets, lingerie and socks.
  • Books and CDs


Frequently Asked Questions (FAQs)

How do I request to return an item?

Please call us on 0708 955 8775 or send an email to [email protected] You can also chat us on WhatsApp (0708 955 8775) or Live chat on our website.

Can I return if my item if it is outside the warranty period?

No, you will be required to refer the item to the service center. Kindly contact us.

How do I return an item?

After your claim has been validated (after sending a video clip or picture of the item delivered), a return would be authorized for the item to our office or pick up would be scheduled.

Once retrieval is initiated, what happens next?

Our delivery agent will call you to schedule retrieval. If an attempt is made at retrieval and is unsuccessful, you will be required to return the item to us directly.

Can my item be retrieved?

Yes. Retrieval can be approved only for validated complaints of wrong, damaged, product standard and incomplete items.

Can my warranty be voided?

Yes, a warranty is voided once an item within the warranty period is opened or referred to a technician(s) not affiliated to the manufacturer.

I initiated a return but have not gotten a response and its over 48 hours, what do I do?

Please contact us.

Do I have to return the gift when I return a product?

Yes, any free gift must also be returned.

How do I track my return status?

We will keep you updated by email and SMS about the status of your return. You may also contact us if need be.

Once return of my package is done, how long will it take to be refunded?

Depending on the complaint, a refund would be made to your Flap Africa wallet immediately return is confirmed or refund will be made after claim on defect is validated

Can I return my item after the stated returns timeline?

You will not be able to return after 7 days but if it is faulty, it may be covered under warranty and a return can be authorized for the item to be referred to the service center by an after-sales support team.

Why was my item redelivered to me instead of a refund?

Returned items will be redelivered to you if we cannot validate your reason for returning it. For example, a phone returned for not charging will be tested extensively and if the claim is not validated, (phone charges properly) the item will be redelivered and you will be notified.

How long do I have to request for return?

You can request a return within 7 days for all eligible items if:

  • You receive a wrong, damaged, defective, product standard/quality or incomplete item.
  • You change your mind, with the exception of underwear, adult toys, groceries, perfumes, cosmetics, hair extensions and jewelry.

Note that for changed mind, the return has to be authorized by the seller

When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.

Requirements for Returns

Changed mind request Product unused, (this applies to products in the fashion category only).Logistics would be covered by the customer.
Wrong Items If the product delivered is different from what was displayed on the website. Return will be authorized after validation and once the item is returned, item cost and shipping fee will be refunded.
Incomplete Item If an incomplete item from what was displayed on the website is delivered to the customer. A return will be authorized after validation if the item cannot be completed. Once the item is returned, the item cost and shipping fee will be refunded.
Defective Items If the product delivered has manufacturer’s defects, return will be authorized after validation.
Damaged (in transit) Product has visible damage; return will be authorized after validation. Complaint must be laid within 24 hours.
Product Standard Product delivered not working up to specification, cannot perform specified functions, return will be authorized after validation. Complaint must be made within 72 hours

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