Returns & Refund Policy

1. Scope and platform operator

Wegetam is a marketplace operated by Jonadest Creative Technologies Limited. This policy explains the platform process for returns, refunds and disputes involving marketplace orders. Independent sellers remain responsible for their products, fulfilment, warranties and seller-specific return commitments, subject to applicable law and Wegetam's platform rules.

2. Keep the transaction on Wegetam

Complete checkout, payment and order communication through Wegetam. The platform can review its own verified payment, message, order, delivery and dispute records. Money paid directly to a seller or arrangements moved outside Wegetam may be impossible for Wegetam or its payment provider to verify, reverse or refund.

3. When to report a problem

Report an issue as soon as reasonably possible through the private order page, the available dispute flow or a verified Wegetam support channel. Relevant issues can include non-delivery, a materially damaged or incorrect product, a product materially different from its listing, suspected counterfeit goods, seller cancellation of a paid order, duplicate or erroneous payment, or another failure to fulfil the recorded seller order. Keep the product, packaging, messages, photos and other reasonable evidence while the case is reviewed.

4. Delivery confirmation and the 48-hour evidence window

Do not share the delivery confirmation code until the relevant goods have been physically received or collected and the handover is satisfactory. If a seller submits timestamped delivery proof instead, Wegetam notifies the buyer and shows a 48-hour response deadline. The buyer must open a delivery dispute within that displayed window if the order was not received or the proof is inaccurate. If no dispute is opened, the affected seller order may be treated as delivered and the payout may become eligible. Confirmation does not prevent review of credible evidence of fraud, mistake or rights that cannot legally be excluded.

5. Return eligibility

A request to return an item is assessed using the listing, disclosed condition, seller terms, reason for return, timing, product state, evidence and applicable law. Nothing in this policy limits a buyer's mandatory consumer rights. Where goods are defective, unsafe, counterfeit, materially damaged, incorrect, materially different from the listing, or otherwise fail to meet a statutory standard or description, the buyer may be entitled to an appropriate remedy under applicable law. Depending on the circumstances, that remedy may include repair, replacement, return, partial refund or full refund. Change-of-mind returns are not automatically guaranteed unless the seller offered them or applicable law requires them. Products should be kept unused and complete where reasonably possible; normal inspection needed to identify a problem will be considered.

6. Before sending an item back

Do not send or hand an item back without return instructions recorded or confirmed through a verified Wegetam channel. The review may specify the return destination, deadline, packaging, tracking or handover evidence required. Responsibility for return delivery cost is determined from the reason for return, seller disclosures, the review outcome and applicable law. Wegetam does not currently generate a universal prepaid return label.

7. Refund review and amount

A refund is not automatic merely because a request or return is submitted, except where applicable law requires a particular remedy. Wegetam may review payment status, listing details, messages, seller response, order status, delivery proof, return evidence, product condition and other relevant facts. Where a problem is established, Wegetam may facilitate the remedy appropriate to the circumstances and applicable law, including repair, replacement, return, partial refund or full refund. The current automated finance workflow refunds an approved seller order through its supported payment transaction and records the product subtotal and that seller order's delivery charge. Because a marketplace checkout can include multiple sellers, one seller portion may be refunded while other portions remain valid, making the overall payment partially refunded.

8. Seller cancellation and unavailable fulfilment

If a seller cancels an unpaid order, reserved inventory can be released. A seller cannot finally cancel an online-paid order in the operational workflow without the protected refund process. Where fulfilment cannot proceed, the seller or Wegetam should place the affected paid seller order into the appropriate refund review rather than treating a private transfer as settlement.

9. Payout holds and dispute decisions

An open delivery dispute, pending or approved refund, payment reversal, fraud concern or administrative review may block or delay the affected seller payout. Authorised Wegetam personnel can resolve a delivery dispute for the buyer or seller based on available records and evidence. If a valid reversal occurs after a seller has already been paid, Wegetam may record a merchant liability and recover it from future amounts where permitted.

10. Refund processing and timing

Approved online-payment refunds are initiated through the supported payment provider, currently Paystack where configured. Wegetam records whether a refund is pending, processing, successful, failed or needs attention and notifies the relevant parties. Provider and bank processing times begin after initiation and are outside Wegetam's direct control. If an automated refund fails, the seller payout remains protected while Wegetam Finance reviews the case. Buyers should use the private order page and verified notifications for status updates.

11. Exclusions and abuse

Wegetam may reject fraudulent, duplicate or abusive requests, requests based on damage caused after delivery, or claims unsupported by the available facts, subject to applicable law. Users must not fabricate photos, delivery evidence, return tracking, messages or payment records.

12. Mandatory consumer and payment rights

This policy does not remove consumer, cardholder, payment or other rights and remedies that cannot lawfully be excluded. A payment-provider or bank dispute may follow separate rules. Contact Wegetam promptly at support@wegetam.app or through the private order/support flow before starting overlapping processes so the same transaction can be reconciled accurately.

Delivery PIN acknowledgment and immediate payout

Before generating a delivery PIN, the buyer must tick an acknowledgment confirming physical possession, inspection and acceptance of the relevant items, and agreement that sharing the PIN authorizes Wegetam to initiate the seller payout immediately after successful PIN validation. There is no 24-hour payout waiting period. Transfers are subject to verified payment, a valid payout account, verification requirements, dispute, refund, liability and security checks, and sufficient available Paystack balance including fees. Paystack and the receiving bank determine processing and bank-credit times.

Wegetam Delivery and manual Vendor Delivery

For Wegetam Delivery, retain collection, tracking and delivery evidence for platform and courier investigations. For manual Vendor Delivery, the vendor arranges delivery and must supply reliable fulfilment evidence. A courier claim decision does not automatically determine buyer refunds or vendor compensation. Refunds, delivery-charge treatment and settlement follow the order facts, dispute process and recorded outcome; platform delivery does not waive buyer rights.

Product readiness and preparation time

For made-to-order purchases, the disclosed preparation window is part of the order information. Preparation delays, shipping delays and failure to fulfil are assessed using those commitments and the applicable dispute and refund rules. Describing an item as handmade or made to order does not remove applicable buyer rights. Split fulfilment groups have separately recorded items and delivery charges for review.