RETURN AND REFUND POLICY

OnyiAfrica Sales, Returns & Exchanges Policy

At OnyiAfrica, each piece is carefully crafted with attention to detail. We kindly ask customers to review this policy thoroughly before placing an order. By completing a purchase, you agree to the terms outlined below.

1. Order & Sales Policy

  • All orders are considered FINAL once placed.

  • We strongly advise customers to review our Size Guide before placing an order.

  • Orders may only be cancelled within 8 hours of purchase, provided production has not commenced.

  • Once an item enters the production phase (fabric sourcing, cutting, sewing, or alterations), cancellations are no longer accepted.

2. Processing Time

  • Orders take an average of 15–20 working days to process, depending on the number of outfits purchased.

  • Processing time does not include shipping or delivery time, which is calculated separately.

3. Returns, Refunds 

  • Returns and refunds are only accepted for damaged or incorrect items.

  • Refunds, where applicable, are issued within 7-14 working days.

  • Shipping costs are non-refundable.

  • Sale, promotional, and discounted items are final sale and not eligible for return, refund, or exchange.

Refund (if approved):

  • Is issued within 7-14 business days after inspection.

  • Is valid for 12 months from the date of issue.

  • Can only be used on www.onyiafrica.com.

4. Reporting Issues (Strict Timelines)

Customers must report any issues within the following timeframe:

  • Interstate (Nigeria): Within 48 hours of delivery

  • International Orders: Within 96 hours of delivery

All issues must be reported via email to [email protected] with clear photos or videos.

Requests submitted outside these timelines will not be eligible for review.

5. Return Conditions

Once your return request is reviewed and approved, you will receive instructions on how to send the item back or return it to our Umuahia store located at 57 Arochukwu Street, Umuahia, 440221, Abia State, as directed by our customer service team.

To qualify for a return or exchange:

  • Items must be unworn, unwashed, and unused

  • Items must be free of stains, sweat, odour, or damage

  • Tags must be intact

  • Original labels must be returned in the bag provided

  • Items must be shipped back securely using a trackable shipping method

Items that fail inspection will be returned to the customer at their expense.

6. Exchanges

  • Exchanges are only processed for defective, damaged, or incorrect items.

  • We do not accept colour exchanges — please ensure the correct colour is selected before checkout.

  • Direct size exchanges are not guaranteed and are subject to inspection and availability.

If a sizing issue occurs due to customer error:

  • Amendments may be done for a fee

  • The customer will cover all shipping and delivery costs

7. Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return, refund, or exchange:

  • Sale, sample sale, or final sale items

  • Swimwear

  • Custom-sized or made-to-measure items (that align with measurements provided)

  • Items that have been worn, altered, washed, or stained

  • Items with removed tags or damaged packaging

8. Custom & Made-to-Measure Orders

  • Items custom-sized or altered per request are non-returnable and non-exchangeable.

  • For a better fit, customers may email their measurements to [email protected] or include them in their order notes prior to production.

9. Shipping Responsibility

  • Customers are responsible for all return shipping costs unless the item is confirmed defective or incorrect.

  • Shipping and handling fees are non-refundable.

  • OnyiAfrica is not responsible for lost or damaged return packages.

10. Final Notes

We recommend reviewing our Size Guide carefully before placing your order. If you have any questions or need assistance, please contact us at [email protected] — our team will be happy to help you make the best choice.

By placing an order with us, you acknowledge and agree to this Shipping & Delivery Policy.
For delivery-related inquiries or assistance, please contact us at [email protected].