Shipping and Refund Policy
Naooma Shipping and Return Policy
Last Updated: September 2026]
At Naooma, we want every customer to shop with confidence. Whether you are buying a verified pre-owned phone, laptop or other electronic device, we are committed to making sure your order arrives safely and matches the description provided at the time of purchase.
This policy explains our shipping, delivery, returns, refunds and warranty procedures.
1. Shipping and Delivery
1.1 Order Processing
All orders placed on Naooma are subject to payment confirmation and seller verification.
Orders are generally processed within 1–2 business days after payment confirmation.
Orders placed on weekends or public holidays may be processed on the next business day.
Sellers must ensure that products are properly packaged and ready for dispatch.
Customers will receive an order confirmation and available tracking information once their order has been dispatched.
Processing times may vary depending on seller availability, product verification and other circumstances.
1.2 Delivery Locations
Naooma currently offers delivery within Nigeria, subject to the availability of our delivery partners.
Delivery availability and estimated delivery times will be displayed at checkout or communicated to the customer before dispatch.
Estimated delivery timelines are:
Within the same city: 1–3 business days.
Within the same state: 2–5 business days.
Interstate delivery: 3–7 business days.
These are estimates, not guaranteed delivery dates. Delays may occur due to weather, public holidays, security concerns, courier disruptions or other circumstances beyond our control.
1.3 Shipping Fees
Shipping fees depend on the delivery location, package size, weight and delivery method.
The applicable delivery fee will be communicated to the customer before payment is completed. Any additional charges must be disclosed before the order is confirmed.
Naooma will not introduce undisclosed shipping charges after an order has been paid for.
1.4 Order Tracking
Where tracking is available, customers will receive the relevant tracking details once their orders have been dispatched.
Customers may also contact our support team for assistance with delayed or untracked deliveries.
1.5 Delivery Confirmation
Customers are encouraged to inspect their packages upon delivery and confirm that the item received matches their order.
Where possible, customers should record the unboxing process, particularly for high-value electronics.
If a package arrives visibly damaged, customers should document the damage and notify Naooma immediately.
Signing for or accepting a package does not remove a customer's statutory rights concerning defective, damaged or incorrectly described products.
1.6 Failed Delivery
If delivery cannot be completed because the customer provided an incorrect address, is unavailable after reasonable delivery attempts or refuses an otherwise correctly supplied order, additional delivery arrangements may be required.
Any applicable redelivery charges will be disclosed before the customer is asked to pay them.
Where an order cannot be fulfilled by the seller or delivery partner, Naooma will notify the customer and arrange an appropriate remedy, including a refund where applicable.
2. Returns and Exchanges
Naooma offers a 3-day return window for eligible purchases, starting from the date the customer receives the item.
This return window is intended to give customers time to inspect and test their purchases. It does not replace or limit any rights provided under applicable Nigerian consumer protection law.
2.1 Eligible Reasons for Return
A customer may request a return if:
The item received is materially different from the product description, photographs or specifications on the listing.
The item is damaged during delivery.
The item has a defect that was not disclosed before purchase.
The item is missing essential accessories that were expressly included in the listing.
The item is not the product ordered.
The item is otherwise eligible for return under applicable consumer protection law.
Customers may also request a return for a change of mind within the 3-day window, provided the product is eligible under Naooma's applicable change-of-mind return conditions.
2.2 Change-of-Mind Returns
For a voluntary change-of-mind return, the item must:
Be returned within 3 days of delivery.
Be in substantially the same condition as received.
Include all accessories, packaging and documentation supplied with the order.
Have no additional damage caused by the customer.
Not have been modified, tampered with or subjected to unauthorized repairs.
Naooma may decline a voluntary change-of-mind return where these conditions are not met, subject to any non-excludable legal rights.
2.3 Items Not Eligible for Voluntary Change-of-Mind Returns
The following may be excluded from voluntary change-of-mind returns:
Items damaged through misuse, accidents or negligence after delivery.
Devices that have been modified, rooted, jailbroken or otherwise altered after delivery.
Products with missing accessories or parts supplied at purchase.
Items showing evidence of unauthorized repairs or tampering.
Products that have been materially altered from their delivered condition.
These exclusions do not apply where the customer has a valid statutory claim, including where a product is defective, unsafe or materially different from its description.
3. How to Request a Return
To initiate a return, customers should contact Naooma through [Insert Support Email/Phone Number] within the applicable return period.
The customer should provide:
Their order number.
The name or description of the purchased product.
The reason for the return.
Clear photographs or videos showing the issue, where applicable.
Any relevant supporting documentation.
Our team will review the request and provide instructions on the return process.
Customers should not send items to an address that has not been confirmed by Naooma.
3.1 Return Inspection
Returned products may be inspected to verify the reported issue and confirm their condition.
The inspection may include checking the device's serial number or IMEI, testing its functionality, examining physical condition and verifying supplied accessories.
Naooma will communicate the outcome of the inspection and the next steps to the customer.
An inspection will not be used to deny a legitimate statutory remedy for a defective or misdescribed product.
4. Return Shipping Costs
For eligible returns caused by a defective, damaged, incorrect or materially misdescribed item, Naooma or the responsible seller will bear reasonable return shipping costs.
For voluntary change-of-mind returns, the customer may be responsible for return shipping costs, provided those terms were clearly disclosed before purchase and are lawful.
If a return is approved, customers will be given instructions on the appropriate shipping method and return destination.
Customers should retain their return shipping receipts and tracking details until the return is resolved.
5. Refunds
Where a refund is approved, Naooma will arrange the refund to the original payment method where practicable, or another mutually agreed method.
Refund processing will ordinarily begin within 3–5 business days after the returned item has been received and the return has been approved.
The time it takes for the funds to appear in a customer's account may depend on the bank, payment provider or other financial institution.
5.1 Full Refunds
A full refund may be provided where:
The customer receives an incorrect product.
The product is materially different from the listing.
The product is defective or damaged and a refund is the appropriate remedy.
The seller fails to deliver the order.
Naooma or the seller cancels an order after payment and no alternative is accepted.
A refund is otherwise required under applicable law.
5.2 Repair or Replacement
Depending on the nature of the issue and applicable law, a customer may be offered a repair or replacement instead of a refund.
Where the law entitles a customer to a refund, that right will be respected.
A replacement will be subject to product availability and the customer's agreement where required.
5.3 Refund Deductions
Naooma will not make arbitrary deductions from refunds.
Any lawful deductions or charges applicable to a voluntary return must have been disclosed before purchase and must be reasonable.
6. Naooma's 3-Month Warranty
Naooma provides a 3-month warranty on eligible verified pre-owned electronic products, starting from the date of delivery.
The warranty covers qualifying functional defects that were not disclosed in the original listing and that arise during the warranty period.
Warranty coverage and any product-specific exclusions will be stated on the product listing or accompanying warranty documentation.
6.1 What the Warranty Covers
Subject to the applicable product warranty terms, coverage may include:
Unexpected failure of essential device functions.
Internal hardware faults not caused by the customer's actions.
Defects in components that were represented as working at the time of sale.
Other qualifying functional issues covered by the product's warranty.
6.2 What the Warranty Does Not Cover
Unless required by law or expressly stated in the product's warranty terms, the warranty does not cover:
Accidental damage, including drops, impact or liquid damage.
Damage caused by misuse, negligence or improper handling.
Unauthorized repairs, modifications or tampering.
Normal cosmetic wear and tear that was disclosed in the listing.
Battery degradation consistent with the disclosed condition and expected use of a pre-owned device.
Damage caused by incompatible accessories, improper charging or external electrical faults.
Software problems resulting from unauthorized modification or user-installed applications.
These exclusions do not remove any legal rights a customer may have concerning an undisclosed defect or a product that fails to meet applicable quality standards.
6.3 How to Make a Warranty Claim
Customers should contact [Insert Support Email/Phone Number] with:
Their order number.
The product's serial number or IMEI, where applicable.
A description of the problem.
Photographs or videos demonstrating the issue, where relevant.
Naooma will provide instructions for submitting the product for inspection.
If the claim is approved, Naooma or the responsible seller will arrange the appropriate warranty remedy, which may include repair, replacement or refund, depending on the issue, applicable law and the warranty terms.
6.4 Warranty Turnaround
Warranty assessment and repair times will depend on the nature of the fault and the availability of parts or replacement products.
Naooma will keep customers informed about the status of their claims and any anticipated delays.
7. Order Cancellations
Customers may request cancellation before an order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible, and the customer may need to follow the applicable return procedure.
If a seller cannot fulfil an order, Naooma will notify the customer and arrange an appropriate remedy, including a refund where required.
Any cancellation charges must be disclosed in advance and comply with applicable law.
8. Missing, Lost or Damaged Orders
If an order has not arrived within the estimated delivery period, customers should contact Naooma for assistance.
Naooma will work with the relevant seller and delivery partner to investigate the issue.
Where a product is lost in transit, the customer will be informed of the investigation and the available resolution.
If an item arrives damaged, customers should report the damage as soon as reasonably possible and provide supporting photographs or videos.
Naooma will coordinate the appropriate remedy based on the circumstances and applicable law.
9. Marketplace Sellers
Naooma is a marketplace that connects customers with sellers of verified pre-owned electronics.
Sellers are responsible for ensuring that their product listings are accurate, that all known material defects and relevant product conditions are disclosed, and that products are properly prepared for dispatch.
Sellers must comply with Naooma's shipping, returns and warranty requirements, as well as applicable consumer protection laws.
Naooma may assist customers and sellers in resolving disputes concerning orders, returns, refunds and warranties.
Where Naooma or a seller has obligations under applicable law, those obligations remain in effect regardless of the marketplace's role in the transaction.
10. Customer Support and Disputes
If you have questions about shipping, returns, refunds or warranty claims, please contact us through:
Email: [Insert Support Email]
Phone/WhatsApp: [Insert Support Number]
Website: [Insert Website URL]
Business Address: [Insert Business Address]
Please include your order number when contacting us so that we can assist you more efficiently.
We aim to acknowledge customer complaints within 2 business days and provide updates until the matter is resolved.
If a dispute cannot be resolved directly, customers may exercise their rights under applicable Nigerian consumer protection laws and approach the relevant regulatory authority.
11. Changes to This Policy
Naooma may update this policy from time to time to reflect changes in our services, delivery arrangements, business practices or applicable laws.
Any material changes will be published on our website, with the updated effective date.
Changes will not unlawfully remove or reduce rights that customers already have under applicable law.
12. Governing Law
This policy is governed by the laws of the Federal Republic of Nigeria, including the Federal Competition and Consumer Protection Act, 2018, and other applicable consumer protection legislation.
Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived.
