Returns & Refunds Policies
We stand behind all of our products and your satisfaction is very important to us. All purchases made from Ginax International Enterprises (including all related website properties, sales over the phone/WhatsApp/Messenger, and live purchases at any of our retail stores) are covered by the following policies.
If you received a wrong, damaged or defective item or you are not completely satisfied, simply return the physical product in NEW condition, along with proof of purchase, within 30 days and you will receive a full refund (less shipping and handling). You can contact our Customer Service Department at +234 701 156 6010 during the hours of 8 AM-5 PM WAT, Monday through Saturday for refund procedures. If you do not return any wrong, damaged or defective item within 30 days after delivery, we can not guarantee you a refund or exchange.
Most deliveries are fulfilled by 3rd-party logistics companies so we cannot refund or exchange the item if you provide a wrong address or have an unclaimed shipment returned to our 3rd-party fulfillment center. Shipments that go unclaimed and are returned will be liable for the cost of a reshipment. If any address is considered insufficient by the courier and is returned, you will be liable for reshipment costs once we have confirmed an updated address with you. Any claims for misprinted/ damaged/ defective items/packages lost in transit must be submitted directly to our customer service department within 30 days.
Shipping or freight fees for returns are the responsibility of the customer. Ginax International Enterprises (GIE) assumes no responsibility for the transit of goods in return to us. GIE will neither be responsible for items returned without authorization and without verification of receipt at Ginax Store, nor returns outside of the stated timeline. We recommend sending your returns via a trackable shipping method so that you can verify safe arrival at our warehouse. We don’t guarantee that we will receive your returned item.
All approved returns must be sent directly to:
Ginax International Enterprises;
Shop H1/007, Article Dealers Shopping Complex, Under-Bridge Busstop, Lagos-Badagry Expressway, Ojo, Lagos, Nigeria.
52, Agbebi Street, Close to MRS Filling Station, Ijesha bus stop, Ijeshatedo, Surulere, Lagos, Nigeria.
If you are residing close to any of our retail stores in Lagos, you can return all wrong, damaged or defective items to our retail store. You can also return items you want to exchange in our retail store. That way, you don’t have to pay any delivery fee to return items and refunds or exchanges are usually faster if you return in-store.
Conditions and Exceptions for Returns
For your returns to be accepted:
- Complaints must be made within 30 days after delivery. Any complaints or returns outside the designated returns period might be rejected.
- It must be returned in new, unworn and unwashed condition. Any item that is worn, washed, used or damaged by the customer will not be accepted for returns.
- It must be returned in their original packaging, including all the price tags, labels, freebies, bonus items, and accessories attached.
- It must NOT be marked as a “Final Sale” or “Clearance Sale” item during the time of purchase. Only regular priced items may be refunded, unfortunately, clearance or final sale items cannot be refunded.
- It must have a digital or printed receipt or proof of purchase from Ginax Store.
- You must have communicated with Jerry or our Customer Service Department before making the returns
- If it is a non-defective, non-damaged and rightly delivered item, it can be returned for exchange. Such an item must not be a clearance or final sale item during the time of purchase and it can only be exchanged if there’s available stock.
Christmas Holiday Returns
Returns received from December 20 to January 2 of the following year would remain pending and investigations into such returns will begin as from January 5. This is to enable us to focus on clearance sales during the holidays season period.
REFUNDS POLICY (if applicable)
Once your returned item is received, we will send you a notification email or text message. We will then investigate your returns and also notify you of the approval or rejection of your refund.
If your return is accepted and approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 2-5 working days.
Full or Partial Refunds
Everyone who shops in Ginax Store receives the following guarantees:
- You will get a full refund if your order does not arrive within the delivery time promised by us;
- If the item you received is significantly different from the product description, you can either return it and get a full refund or get a partial refund and keep the item;
- If your order did not arrive due to factors within your control, such as providing the wrong shipping address or not being available at the time of delivery, you will not get a refund (excluding the reshipment fee) after the item has been fully returned to us;
- If your order did not arrive due to exceptional circumstances outside the control of Ginax Store, such as natural disasters, accidents or not cleared by customs, you will not get a full refund.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank account manager, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
EXCHANGES (if applicable)
We can replace items if they were delivered as a defective or damaged item. If it is a non-defective, non-damaged and a rightly delivered item, it can also be returned for exchange pending that the stock is available. Any item for exchange must comply with our returns policy. If you wish to exchange any item, you need to call or chat with us on WhatsApp to confirm if the item is available in stock and send your items directly to:
Ginax International Enterprises; Shop H1/007, Article Dealers Shopping Complex, Under-Bridge Bus stop, Lagos-Badagry Expressway, Ojo, Lagos, Nigeria.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
For further inquiry, contact us. You can also visit us at any of our retail stores in Lagos.