Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy applies to all transactions conducted through 9JAstore.com (“the Platform”), a marketplace operated by BaxChain Network Limited (CAC Registration Number: 6942399). 9JAstore is an e-commerce marketplace that connects independent Vendors with Customers. We provide the technology platform, payment processing infrastructure, and logistics integrations that enable Vendors to sell their products and services to Customers across Nigeria.

2. Platform’s Role & Limitation of Liability

9JAstore acts solely as a marketplace intermediary. We do not manufacture, stock, or directly sell any products or services listed by Vendors on the Platform. All product listings, descriptions, images, pricing, and fulfillment responsibilities belong exclusively to the individual Vendor.

Therefore:

• 9JAstore is not responsible for the quality, condition, accuracy, or legality of products or services sold by Vendors.
• 9JAstore is not a party to the sale contract between Vendor and Customer. The purchase agreement exists solely between the Customer and the Vendor.
• 9JAstore does not guarantee refunds from Vendors. However, we reserve the right to intervene in disputes to protect both parties and maintain platform integrity.

3. Customer Refund Rights

3.1 Eligibility for Refund

Customers may request a refund from the Vendor under the following circumstances:

• Wrong Item Delivered: The product received is materially different from what was ordered
• Defective or Damaged Product: The product arrived damaged, broken, or not functioning as described
• Non-Delivery: The order was not delivered within the estimated timeframe and cannot be tracked
• Significant Misrepresentation: The product is materially different from the description or images on the store listing

3.2 Refund Request Timeline

• Refund requests must be submitted to the Vendor within 7 days of delivery (or expected delivery date for non-deliveries)
• For defective items, the request period extends to 14 days from the delivery date
• Requests submitted after these periods are at the Vendor’s sole discretion

3.3 How to Request a Refund

1. Contact the Vendor directly through the store’s WhatsApp, call, or messaging feature
2. Provide your order number, description of the issue, and photographic evidence if applicable
3. The Vendor is expected to review your request within 48 hours
4. If the Vendor approves the refund, it will be processed within 5–7 business days

4. Customer Protection

While 9JAstore does not directly issue refunds for vendor products, we protect Customers in the following ways:

• Dispute Escalation: If a Vendor refuses a legitimate refund request, Customers may escalate the dispute to 9JAstore support via live chat or email
• Payment Hold: For transactions processed through our payment gateway (online payments), 9JAstore may hold vendor payouts pending dispute resolution
• Vendor Accountability: Vendors who repeatedly fail to honor legitimate refund requests may have their accounts suspended or terminated
• KYC Verified Vendors: Premium vendors with KYC verification have been identity-verified, providing an additional layer of trust

5. Vendor Protection

We also protect Vendors from fraudulent or abusive Customer claims:

• Evidence-Based Resolution: Vendors may provide proof of delivery, product condition at dispatch, and communication records to counter refund claims
• Chargeback Protection: 9JAstore support team reviews all chargeback claims before processing, giving Vendors opportunity to respond
• Abuse Prevention: Customers who file excessive or fraudulent refund requests may have their accounts restricted
• Delivery Confirmation: For orders shipped through our automated logistics partners, tracking data serves as proof of delivery

6. Refund Methods

• Card/Online Payments: Refunds are issued back to the original payment method. Processing time is 5–10 business days depending on the customer's bank
• Bank Transfer: Refunds are sent directly to the customer’s bank account as provided
• Cash on Delivery: Refunds are processed via bank transfer to the customer’s account

Important: All payment refunds for transactions processed through the Platform's payment gateway are routed through 9JAstore. Vendors cannot process refunds outside the Platform for gateway-processed transactions.

7. Non-Refundable Items

The following items are generally not eligible for refund unless defective:

• Perishable goods (food items, fresh produce)
• Digital products and services already rendered
• Customized or personalized items made to order
• Items clearly marked as “final sale” or “non-returnable” on the product page
• Products where the seal, tag, or packaging has been tampered with (unless defective)

8. Return Process

• Returns must be coordinated directly between the Customer and the Vendor before shipping the item back
• Items must be returned in their original condition and packaging where possible
• Return shipping costs are the responsibility of the Vendor if the return is due to their error (wrong item, defective product). Otherwise, the Customer bears the return shipping cost
• The Vendor must confirm receipt of the returned item before processing the refund

9. Vendor Subscription Refunds

Subscription fees paid by Vendors to 9JAstore for platform access are handled separately from product transactions:

• Standard Plan (₦5,000/month): No prorated refunds for partial months. Cancellation takes effect at the end of the current billing period
• Premium Plan (₦28,000/month): Refund requests within the first 14 days may receive a prorated refund minus a ₦5,000 processing fee. After 14 days, no refunds are issued
• Free Plan: No charges; no refund applicable

10. Vendor Payout & Commission

All vendor earnings from transactions processed through the Platform are managed by 9JAstore:

• A platform commission (as specified per vendor plan) is deducted from each successful transaction
• Vendor payouts are processed to registered and verified bank accounts
• Payouts may be withheld during active disputes or investigations
• Vendors are responsible for their own tax obligations on earnings received

11. Dispute Resolution

If a Customer and Vendor cannot agree on a refund:

1. Either party may escalate the dispute to 9JAstore support via live chat or email
2. Our support team will review the evidence from both parties
3. A decision will be issued within 5 business days of receiving all relevant information
4. The decision of 9JAstore support is binding for transactions under ₦100,000
5. For transactions over ₦100,000, disputes may be referred to arbitration under Nigerian law

12. Order Cancellation

12.1 Customer Cancellation

• Customers may cancel orders that have not yet been shipped or processed by the Vendor
• Once an order is marked as “Processing” or “Shipped,” cancellation is at the Vendor’s discretion
• For online payments, cancelled orders will be refunded to the original payment method within 5–10 business days

12.2 Vendor Cancellation

• Vendors may cancel orders due to stock unavailability or inability to fulfill
• Vendor must notify the Customer promptly and process a full refund
• Repeated order cancellations by a Vendor may affect their platform standing

13. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page. Continued use of the Platform after changes constitutes acceptance of the revised policy.

14. Contact Us

• Company: BaxChain Network Limited
• CAC Registration: 6942399
• Address: 24 DE MILES PLAZA, GLO MASS ROAD, Otefe-Oghara, Delta State, Nigeria
• Website: baxchain.com