Ansvel Money Back Guarantee policy

Ansvel Money Back Guarantee covers most transactions on Ansvel. It means buyers can get their money back if an item didn’t arrive, is faulty or damaged, or doesn’t match the listing.

For Authenticity Guarantee purchases, Ansvel Money Back Guarantee does not cover returns on the basis that an item is not as described when the item is considered final sale. Ansvel Authenticity Guarantee items are considered ‘final sale’ when the seller doesn’t offer returns or the return is outside the seller’s stated return window, and the item is in new condition (watches only). Learn more about Ansvel Authenticity Guarantee.

For more information about the additional support we are providing, see our article on

For all the details of how Ansvel Money Back Guarantee works – what’s covered, what’s excluded, and what buyers and sellers need to do – please read our full policy.

Coverage, eligibility requirements, and exclusions

Ansvel Money Back Guarantee applies when:

  • The buyer doesn’t receive an item
  • The item received by the buyer doesn’t match the listing, for example:
    • The seller sent the wrong item, or
    • The item arrives broken, damaged, or faulty
  • The seller doesn’t fulfil their return policy as stated in the listing

As a buyer, for your transaction to be eligible for Ansvel Money Back Guarantee:

  • You must complete and pay for your purchase on marketplace.ansvel.com.ng using an eligible payment method at checkout;
  • You must meet the requirements specified in this policy, including taking action within the required time frames;
  • The item may not be an excluded item or subject to any additional exclusions; and
  • You may not seek resolution for the same issue by another resolution method

As a seller, for transactions where Ansvel Money Back Guarantee applies:

  • You are responsible for delivering the item that was described in the listing, honoring your stated return policy, and providing a resolution when a buyer reports a problem with an order
  • If the purchase was completed on marketplace.ansvel.com.ng, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different Ansvel site

Eligible payment methods, excluded items, additional exclusions

Eligible payment methods

Eligible for coverage as listed on our checkout page:

  • Credit card or debit card
  • PayPal or PayPal Credit (Coming soon)
  • Apple Pay or Google Pay (Coming soon)
  • Ansve gift card or Ansvel voucher or Ansvel Bucks (Coming soon)
  • Ansvel Loan

Not covered:

  • Items paid for with multiple payments to the seller
  • Items paid for using any other type of payment method not listed above (such as bank transfer, cash, money orders, escrow services)

Excluded items

  • Real Estate
  • Websites, Businesses for Sale
  • Digital content, Intangible goods
  • Classified Ads
  • Services
  • Travel tickets or vouchers
  • Industrial equipment and heavy machinery (see Ansvel Business Equipment Purchase Protection)
  • Motor vehicles, including recreational vehicles, aircraft and boats (see Ansvel Vehicle Protection)

Additional exclusions and special coverage in this policy

  • Exclusions and special coverage when an item isn’t received
  • Exclusions and special coverage when the item doesn’t match the listing

International purchases

When a seller offers an international shipping option (such as worldwide shipping), or doesn’t exclude international shipping in their shipping settings, it may result in the item being sold to a buyer on an Ansvel site other than the site used to create the listing.

Buyers and sellers are subject to the Ansvel Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the Ansvel site used to list the item or the registration details of the buyer or seller.

For more information about buying and selling internationally, please see our policies on International selling and International trading.

When the buyer doesn’t receive an item

  • Actions and timeframes when the buyer doesn’t receive an item
  • Deciding the outcome when the buyer doesn’t receive an item
  • Exclusions and special coverage when the buyer doesn’t receive an item

Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option.

If the item doesn’t arrive at the address provided by the buyer at checkout or isn’t made available for collection, the buyer is entitled to a full refund, including original shipping costs (if applicable).

Actions & time frames when the buyer doesn’t receive an item

Action

Time frame

The buyer reports that the item hasn’t arrived or was not available for collection

Report an item that hasn’t arrived

Earliest:

  • Once the estimated or actual delivery/collection date has passed

Latest:

  • 30 calendar days after the estimated or actual delivery/collection date has passed

The seller responds to the buyer’s report

The seller is required to respond and provide either tracking information, delivery updates, or a refund.

Latest:

  • 3 business days after the report date

If the seller provided tracking details, Ansvel may close the case automatically once tracking shows the item has been delivered

Ask Ansvel to step in

If the seller hasn’t responded or if the buyer and seller can’t reach a resolution, they can ask us to step in and help.

NOTE:

Ansvel may step in without the buyer asking if there is no valid tracking information available
Deciding the outcome when the buyer doesn’t receive an item

When a buyer reports that they didn’t receive an item and the transaction meets our eligibility requirements, we will look for:

  • Evidence of successful delivery to the address provided by the buyer at checkout, or
  • Proof that the buyer collected the item

If we determine that the item was not successfully delivered or collected:

  • The buyer will receive a refund for the full cost of the item and original shipping, and
  • The seller may be required to reimburse Ansvel for the amount of the refund

Evidence of successful delivery
We require all of the following to prove a successful on-time delivery:

  • Tracking number from an integrated carrier which was uploaded to Ansvel and shows a shipping scan/detail before the latest estimated delivery date;
  • A delivery status of “delivered” or “attempted delivery” (or equivalent in the country to which the item was delivered);
  • The date of delivery or attempted delivery;
  • The recipient’s address, showing at least the city/county or zip code (or international equivalent) that matches the one found on the Order details page; and

Proof that the buyer collected the item
For local pickup items, evidence that the buyer has received the item may include:

  • A copy of the Ansvel invoice, signed by the buyer at the time of collection
  • The buyer confirmed receipt of the product by logging into the My Account page, navigating to Orders and confirm receipt of goods.

Exclusions and special coverage when the buyer doesn’t receive an item

Items collected by a third party on behalf of the buyer

Not covered

The buyer arranged their own shipping method, such as a courier pickup

Not covered

The buyer provided an invalid or incorrect address at checkout

Not covered

The item was sent to another address after original delivery

Covered:

  • The item was forwarded as part of an Ansvel program such as:

Not covered:

  • The buyer used third-party freight forwarding or mail redirection

The item was shipped internationally and didn’t clear customs because fees or duties weren’t paid

Covered:

  • The seller overstated the value of the item or misrepresented the item’s location, which caused customs fees or duties to be higher

Not covered:

  • The buyer didn’t pay applicable customs fees or duties for any other reason

The buyer chose an In-store pickup

Covered:

  • The item was not made available at the selected store

Not covered:

  • The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame

The buyer refused delivery of the item

Covered:

  • The item arrived with shipping cost still owing because the seller didn’t apply enough postage

Not covered:

  • The buyer refused delivery for any other reason

If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn’t match the listing

Event tickets

Covered

The latest date for the buyer to report that the item hasn’t arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later.

When the item received by the buyer doesn’t match the listing

  • Actions and timeframes when the item received by the buyer doesn’t match the listing
  • Deciding the outcome when the item received by the buyer doesn’t match the listing
  • Exclusions and special coverage when the item received by the buyer doesn’t match the listing

Sellers are required to deliver the item as it was described in the listing. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn’t offer returns.

Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund.

Both buyers and sellers must meet all applicable return requirements. If an item is being returned, the seller is responsible for return shipping.

Actions & time frames for “not as described” returns

Action

Time frame

The buyer requests a return

Start a return request

Latest:

  • 30 calendar days after the estimated or actual delivery date or within the seller’s stated returns window, whichever is longer

The seller responds to the buyer’s request

The seller is required to respond and provide a solution to the buyer’s issue.

Latest:

  • 3 business days after the request date

In some cases, Ansvel may automatically accept the return on the seller’s behalf

If the item is being returned

 

The buyer sends the item back

Latest:

  • The latest date to ship the return will be shown in an email sent by Ansvel to the buyer, as well as within the return request

If the buyer does not ship the return by the specified date, Ansvel may close the return request

The seller issues a refund

Latest:

  • 2 business days after receiving the returned item.

If the seller does not refund the buyer and return tracking shows the item was delivered, Ansvel may automatically issue a full refund on the seller’s behalf

If the seller is sending a replacement item

Latest:

  • The latest date to ship the replacement item will be shown in an email sent by Ansvel to the seller, as well as within the return request

Ask Ansvel to step in

If the seller hasn’t responded or hasn’t issued a refund after receiving the return, or if the buyer and seller can’t reach a resolution, either party can ask us to step in and help.

Ansvel may step in without the buyer asking if the seller didn’t respond to the return request

Once Ansvel steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged.

Earliest:

  • Once the seller has accepted the return, or 3 business days after the request date

Latest:

  • 21 business days after the request date, if the seller never responded
  • 10 business days after the refund deadline has passed, if the seller is issuing a refund

Ansvel may hold the return request open for up to 35 business days after the date the return was accepted

Deciding the outcome when the item doesn’t match the listing

When a buyer reports that an item doesn’t match the listing and the transaction meets our eligibility requirements, we will look for all of the following:

  • Evidence that the buyer and seller have each met their return requirements
  • Whether the seller breached Ansvel policies when listing the item
  • Whether the item can be shipped back to the seller
  • Proof of return delivery, if the item was being returned

If we determine that the seller did not meet their return requirements:

  • The buyer will receive a refund for the full cost of the item and original shipping, and
  • The seller will be required to reimburse Ansvel for the amount of the refund, and
  • The buyer may not be required to return the item

If we determine that the buyer did not meet their return requirements:

  • The buyer may not receive a full refund for the item and/or shipping costs, or
  • In the case of a replacement where the returned item was not delivered back to the seller, the buyer may be charged for the additional item

Exclusions and special coverage when the item doesn’t match the listing

Items collected by a third party on behalf of the buyer

Not covered

The buyer arranged their own shipping method, such as a courier pickup

Not covered

The item was sent to another address after original delivery

Covered:

  • The item was forwarded as part of an Ansvel program such as:

Not covered:

  • The buyer used third-party freight forwarding or mail redirection

The item was inspected under Authenticity Guarantee and sold as ‘final sale’

Covered:

  • The item was damaged during shipping

Not covered:

  • The buyer requested a return for any other reason

The buyer returned the item used or damaged

Covered:

  • The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use

Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. See our Condition of returned items policy

There are strong indicators that the item is counterfeit

Covered

  • The buyer must request a return but may not be required to ship the item back to the seller

The item is hazardous to ship

The seller had misrepresented the item’s location

The item no longer has value

For example:

  • A perishable item that has expired
  • A ticket for a cancelled event
  • A live animal that has expired

The item arrived after the latest estimated delivery date

Covered

The return is treated as if the item didn’t match the listing.

Event tickets

Covered

The latest date for the buyer to request a return is 30 calendar days after the estimated or actual delivery date or 7 calendar days after the event date, whichever is later.

Ansvel Authenticity Guarantee

Ansvel Authenticity Guarantee items are first shipped to a third-party authenticator who inspects the item prior to delivery to the buyer. This inspection ensures that the item purchased matches the listing description and verifies the item’s authenticity.

Items that display the Authenticity Guarantee badge in the listing are covered by Ansvel Money Back Guarantee when all other eligibility requirements are met, and when:

  • The item is not received, or
  • The item arrives damaged, or
  • The seller doesn’t fulfil their return policy as stated in the listing

For Authenticity Guarantee purchases, Ansvel Money Back Guarantee does not cover returns on the basis that an item is not as described, when the item is considered final sale.

Ansvel Authenticity Guarantee items are considered ‘final sale’ when:

  • The seller doesn’t offer returns or the return is outside the seller’s stated return window, and
  • The item is in new condition (watches only)

Otherwise, a buyer can return authenticated items as long as:

  • The seller accepts returns and the buyer requests a return within the seller’s stated returns window, and
  • The item is returned in the same condition as it was received

Learn more about Authenticity Guarantee.

When the seller doesn’t fulfil their return policy

  • Actions and timeframes when the seller doesn’t fulfil their return policy
  • Deciding the outcome when the seller doesn’t fulfil their return policy

If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item (“remorse” returns).

When a buyer requests a return within the seller’s return policy, the seller must allow them to return the item for a full refund. The seller may exclude original shipping costs from the refund.

When the seller doesn’t offer returns, or a remorse return request falls outside the seller’s return window, the seller may exercise their discretion to accept or deny the return. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing.

Both buyers and sellers must meet all applicable return requirements. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping.

Actions & time frames for “remorse” returns

Action

Time frame

The buyer requests a return

Start a return request

Latest:

  • Check the seller’s stated returns window in the listing

The seller responds to the buyer’s request

The seller is required to respond and honor their returns policy.

Latest:

  • 3 business days after the request date

In some cases, Ansvel may automatically accept the return on the seller’s behalf

If the item is being returned

 

The buyer sends the item back

Latest:

  • The latest date to ship the return will be shown in an email sent by Ansvel to the buyer, as well as within the return request

If the buyer does not ship the return by the specified date, Ansvel may close the return request

The seller issues a refund

Latest:

  • 2 business days after receiving the returned item

If the seller does not refund the buyer and return tracking shows the item was delivered, Ansvel may automatically issue a full refund on the seller’s behalf

If the seller is sending an exchange item

Latest:

  • The latest date to ship the exchange item will be shown in an email sent by Ansvel to the seller, as well as within the return request

Ask Ansvel to step in

If the seller hasn’t responded, or hasn’t issued a refund after receiving the return, or if the buyer and seller can’t reach a resolution, either party can ask us to step in and help.

Ansvel may step in without the buyer asking, if the seller didn’t respond to the return request

Once Ansvel steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged.

Earliest:

  • Once the seller has accepted the return, or 3 business days after the request date

Latest:

  • 21 business days after the request date, if the seller never responded
  • 10 business days after the refund deadline has passed, if the seller is issuing a refund

Ansvel may hold the return request open for up to 35 business days after the date the return was accepted

Deciding the outcome when a seller doesn’t fulfil their return policy

When Ansvel steps in on a “remorse” return request and the transaction meets our eligibility requirements, we will look for all of the following:

  • Evidence that the buyer and seller have each met their return requirements
  • Proof of return delivery, if the item was being returned

If we determine that the seller did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the listing.

If we determine that the buyer did not meet their return requirements:

  • The buyer may not receive a full refund for the item and/or for original or return shipping costs, or
  • In the case of an exchange where the returned item was not delivered to the seller, the buyer may be charged for the additional item

Return requirements and return shipping

Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy.

Seller return requirements

  • When a buyer requests a return for item not as described reasons, the seller must respond within the return request and offer a solution to the buyer’s issue
  • When a buyer requests a return for remorse reasons, the seller must honor their return policy as specified in the listing
  • When the seller is responsible for return shipping, the seller must provide a return shipping label or another return method that is acceptable to the buyer. Ansvel may provide the buyer with a return shipping label on the seller’s behalf and will charge the seller for the cost of the label
  • The seller’s return address should be up to date in their Addresses in My Account, and should match the item location specified in the listing. If the return address is different, this should not result in an increased return cost for the buyer
  • The seller must pay any applicable customs fees or duties on the returned item
  • When refunding the buyer, the seller must issue the refund through the return request on Ansvel
  • When shipping a replacement or exchange item, the seller must provide the new tracking details to the buyer within the return request

Buyer return requirements

  • The buyer must return the item in the same condition in which it was received. If the item is returned used or damaged, some sellers may deduct the loss in value from the amount refunded to the buyer. For more information, see our Condition of returned items policy
  • When the seller is responsible for return shipping, the buyer must use the shipping label provided, or other return method agreed with the seller. If the buyer chooses to purchase their own label, they assume responsibility for return shipping, including the cost
  • When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on Ansvel or elsewhere

Return shipping

Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.

Reason for return

Who is responsible for return shipping

Items that don’t match the listing

Seller

“Remorse” or “change of mind” returns

Per the seller’s return policy in the listing
(“free returns” or “buyer pays”)

Proof of delivery for returned items
Returns should be sent with tracked shipping that can be independently validated.

We require all of the following to prove a successful return delivery:

  • A delivery status of “delivered” or “attempted delivery” (or equivalent in the country to which the item was delivered);
  • The date of delivery or attempted delivery;
  • The recipient’s address, showing at least the city/county or zip code (or international equivalent) that matches the seller’s specified return address; and

Refunds and billing for return shipping costs
If the buyer is responsible for return shipping, the return shipping cost won’t be included in the refund.

If the seller is responsible for return shipping:

  • Return shipping costs will be charged to the seller separately if:
    • The seller authorized the buyer to use an Ansvel return label, or
    • Ansvel provided a return label to the buyer on the seller’s behalf
  • If the seller sends funds to the buyer to pay for return shipping, the seller will not be refunded the amount by Ansvel even if the buyer chooses to not return the item.

Estimated and actual delivery dates

Under Ansvel Money Back Guarantee, time frames to report an issue or request a return may be based on:

  • The estimated delivery date (the latest date in the estimated delivery range that was provided to the buyer at checkout), or
  • The actual delivery date (the date that tracking confirms the item was delivered, or the date that an item was collected)

The table below sets out which of these applies when determining the latest date to report an issue or request a return.

When tracking shows the item was delivered/collected before the estimated delivery date

Actual delivery/collection date

When tracking shows the item was delivered/collected after the estimated delivery date

Estimated delivery date

When no tracking information is available

Estimated delivery date

Buyers can find estimated delivery information in their Purchase history. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page.

Appeals and extensions

Appeals

When Ansvel decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of Ansvel’s decision. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation.

Ansvel reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals.

Extensions

In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet Ansvel Money Back Guarantee requirements.

  • In individual cases, extensions may be offered to take into consideration factors such as the buyer’s location, the shipping service used, whether tracking is available to show the status of a shipment, a seller’s extended return window, or other circumstances such as fraud
  • Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. In most instances, we will notify buyers and sellers with an announcement on Ansvel.com

Refunds, payment holds and reimbursements

Refunds to buyers

For most purchases, buyers are refunded to their original payment method.

If Ansvel is unable to send the refund to the buyer’s original payment method, we will refund the buyer via PayPal:

  • If the buyer doesn’t have a PayPal account, they will need to create a PayPal account with their Ansvel registered email address to claim their refund
  • If a buyer doesn’t want to receive their refund into a PayPal account, we ask them to contact Customer Service to discuss refund options

If we’re unable to send refunds to the buyer’s original payment method or PayPal account, we may provide refunds by coupon or vouchers redeemable for purchases on Ansvel.

Ansvel does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer’s bank, credit card issuer, or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.

Seller payment holds

If a buyer reports that they didn’t receive an item or requests a return, or Ansvel steps in on a transaction issue, a seller’s funds may be held by Ansvel as outlined in the User Agreement and Payments Terms of Use, or held by PayPal as outlined in the PayPal User Agreement.

Seller reimbursements to Ansvel

As described in this policy, Ansvel may determine that the seller is responsible for providing a refund to the buyer. When Ansvel issues a refund to the buyer on the seller’s behalf, Ansvel will seek to recover this amount from the seller in accordance with the User Agreement and Payments Terms of Use.

If the payment was processed by Ansvel:

  • We will deduct the refund amount from the seller funds that have not yet been disbursed, or
  • If the seller funds are not sufficient to cover the refund, we will charge the refund amount to the seller’s payout bank account, or other payment methods on file

If the payment was processed via PayPal, we will:

  • Instruct PayPal to reverse the original transaction, or
  • Instruct PayPal to deduct the refund amount from the seller’s PayPal balance, or
  • Place the refund amount on the seller’s monthly Ansvel invoice, which will be charged to the seller’s automated payment method on file

The seller can opt out of PayPal reimbursement by contacting PayPal.

If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.

Loss of coverage

Even if a transaction is eligible for Ansvel Money Back Guarantee, buyers can lose protection if they open duplicate claims using other resolution methods, or engage in fraudulent or abusive buying behavior.

Duplicate claims

Buyers can’t use more than one resolution method to get a refund. After selecting a resolution process (Ansvel Money Back Guarantee, PayPal Buyer Protection or requesting a chargeback from their payment provider) a buyer is required to use only that process to resolve the transaction issue.

  • If a buyer files a PayPal Buyer Protection dispute, they won’t be able to report that an item hasn’t arrived or open a return request on Ansvel for the same transaction. If there is already an open case on Ansvel, it will be closed immediately
  • If a buyer files a chargeback with their payment provider, any cases opened through Ansvel Money Back Guarantee for the same transaction are immediately closed
  • If a seller loses a chargeback after the buyer has been refunded through Ansvel Money Back Guarantee, they can appeal Ansvel’s decision by providing evidence of the lost chargeback

Fraudulent or abusive buyer behavior

Buyers will not be covered by Ansvel Money Back Guarantee if they make fraudulent claims or engage in activity as described in the Abusive buyer policy. This includes, but is not limited to:

  • Colluding with a seller to wrongly declare an item’s value for customs
  • Filing a chargeback after receiving a refund
  • Claiming an item was not received when there is proof of delivery to the address provided on the Order details page
  • Falsely claiming an item was not as described
  • Opening duplicate cases using other buyer protection programs
  • Returning an item other than the original item received
  • Using or damaging an item and then returning it

In addition to the consequences described in the User Agreement, we reserve the right to indefinitely suspend an individual’s coverage under Ansvel Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer’s ability to request returns or refunds on Ansvel and account suspension.

Other terms and related policies

  • We may provide buyers and sellers with access to each other’s contact information in accordance with our User Privacy Notice
  • Ansvel Money Back Guarantee is not a product warranty
  • For items shipped through the Global Shipping Program, the program’s Global Shipping Program terms and conditions for buyers describe how members are protected by Ansvel Money Back Guarantee
  • In certain situations, Ansvel may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer
  • We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement
  • Buyers and sellers permit us to make final decisions about all cases, including appeals