This page explains what actually happens once a refund is approved -- see our Return & exchange policy for when a return or refund qualifies in the first place.
Why a bank transfer
Our payment processor, Paystack, can only send money back to the exact card or account that was used to pay -- it has no way to send a refund to a different account. So once a refund is approved, we ask you for your own bank details and send it to you directly by transfer instead.
What we ask for
Your account name, account number and bank. We check this against the payment details on file for your order before sending anything, as a safeguard -- this doesn't have to match exactly (you might pay with one card and ask to be refunded to your own separate account), but it's one more check against sending money to the wrong person.
What happens after you submit your details
- Our team reviews the refund and sends the transfer.
- You'll see it marked as paid on your order, and we'll ask you to confirm once the money has actually reached your account.
- If we don't hear back within 14 days, it's marked confirmed automatically so it doesn't sit open indefinitely -- you're welcome to contact us at any point if something's wrong.
If a refund request is rejected
This can happen if the bank details provided don't look right, or if the underlying return or refund doesn't qualify under our Return & exchange policy. You'll be told why, and can reach out to [email protected] with any questions.