RETURN & REFUND POLICY

1. ABOUT THIS POLICY

Beven Stores is the retail and ecommerce brand operated by Beven Global Limited.

This Policy explains when a customer may request a return, replacement, exchange or refund and the process we use to investigate and resolve such requests.

Nothing in this Policy is intended to remove or reduce any consumer right that cannot lawfully be excluded under the laws of the Federal Republic of Nigeria.

2. WHEN A RETURN MAY BE REQUESTED

A customer may request a return or other appropriate remedy where the product received:

• Is different from the product ordered.
• Arrives damaged.
• Has a verified defect.
• Is incomplete or missing a component supplied as part of the order.
• Is materially different from its advertised description or specification.
• Is unsafe or not reasonably suitable for its ordinary intended purpose.
• Is unsuitable for a particular purpose that was clearly communicated to Beven Stores before purchase and accepted by us.
• Is otherwise returnable under applicable Nigerian law.

For visible delivery damage, incorrect items or missing components, customers should contact us within 48 hours of delivery where reasonably possible. Prompt notification helps us verify the circumstances with the delivery provider.

The 48-hour notification period does not remove any statutory right that may otherwise apply to defective, unsafe or misdescribed goods.

3. CHANGE-OF-MIND RETURNS

Unless required by applicable law or expressly stated in a product-specific offer, Beven Stores does not ordinarily accept returns solely because a customer:

• Changed their mind after receiving the correct product.
• No longer wants or needs the product.
• Ordered the wrong quantity, colour, model or variation.
• Found a similar product at a lower price elsewhere.

We may, at our discretion, approve a change-of-mind return as a customer-service gesture where the product remains unused, unopened, complete and in resalable condition.

Where such a discretionary return is approved, the customer may be responsible for reasonable return and delivery costs.

4. PRODUCTS WITH SPECIAL RETURN RESTRICTIONS

For hygiene, safety and product-integrity reasons, certain products may not be accepted for a discretionary change-of-mind return after they have been opened, unsealed or used.

These may include:

• Beauty and cosmetic products.
• Personal-care products.
• Hygiene-sensitive goods.
• Food or other perishable products.
• Customised or personalised products.
• Other products clearly identified as non-returnable for hygiene or safety reasons.

These restrictions do not apply where a product is defective, unsafe, damaged, incorrectly supplied, materially misdescribed or otherwise subject to a statutory right of return.

5. HOW TO REPORT A PROBLEM

To help us investigate a return or refund request efficiently, please provide:

• Your full name.
• The telephone number used for the order.
• Your order number or other order details where available.
• A clear description of the problem.
• Clear photographs or video of the product, affected area, packaging or delivery label where reasonably relevant.

Please keep the affected product, packaging, accessories and other items supplied with the order until we provide return instructions.

Customers should not send a product to any address without receiving return instructions from Beven Stores.

6. RETURN CONDITION AND INSPECTION

Returned products may be inspected before a replacement, exchange or refund is approved.

We may reasonably consider:

• The problem reported by the customer.
• The condition of the product.
• Whether the correct product was supplied.
• Whether the product has been misused or accidentally damaged.
• Whether unauthorised modification or repair has taken place.
• Whether relevant accessories and components have been returned.

Opening packaging for the reasonable purpose of inspecting a product will not, by itself, invalidate an otherwise valid claim.

However, Beven Stores may reject a claim where inspection reasonably establishes that the product was correctly supplied, is not defective, or was damaged through misuse, neglect, accidental damage or unauthorised alteration after delivery.

7. AVAILABLE RESOLUTIONS

Where a claim is valid, the appropriate resolution may include:

• Replacement with the same product.
• Exchange for another product where agreed.
• Repair where appropriate and lawful.
• Refund of the amount paid for the affected product.
• Refund or reimbursement of reasonable delivery costs where Beven Stores is responsible for the problem.

The appropriate remedy will depend on the nature of the problem, product availability, applicable warranty terms and rights available under Nigerian law.

Store credit will not be imposed instead of a monetary refund where a customer is legally entitled to receive a refund.

8. REFUNDS

Once a refund has been approved following any necessary inspection, we aim to initiate payment within 5 business days.

The time required for funds to reflect after initiation may depend on the customer's bank, payment method or financial service provider.

Because Beven Stores currently operates primarily on a Pay on Delivery basis, an approved refund may be paid to a verified Nigerian bank account or through another secure payment method agreed with the customer.

We may request reasonable information required to verify the customer and payment before releasing a refund.

Beven Stores will never request your ATM PIN, internet-banking password or one-time password (OTP) in order to issue a refund.

9. RETURN DELIVERY COSTS

Beven Stores will bear or reimburse reasonable return-delivery costs where the return results from:

• An incorrect product supplied by us.
• A verified defect.
• Damage occurring before or during delivery.
• An incomplete order for which we are responsible.
• A product materially different from its advertised description.

Where we voluntarily approve a return that is not caused by an error, defect or other responsibility of Beven Stores, the customer may be responsible for the applicable delivery and return costs.

We may not be responsible for an item independently sent to an unauthorised address or courier without following our return instructions.

10. PAY ON DELIVERY ORDERS

Beven Stores currently fulfils qualifying orders using Pay on Delivery.

Where permitted by the delivery provider, customers should inspect the external condition of a package before accepting it. Opening or fully testing an item before payment may not always be permitted by the delivery partner.

Payment and acceptance of delivery do not remove any statutory right relating to defective, damaged, unsafe or misdescribed products.

If you no longer wish to receive a confirmed order, please notify Beven Stores as early as possible and preferably before dispatch.

Customers who repeatedly place and refuse confirmed Pay on Delivery orders without reasonable cause may have Pay on Delivery restricted for future transactions or may be required to prepay future orders.

11. ORDER CANCELLATIONS

Customers may request cancellation before dispatch by contacting Beven Stores promptly.

Once an order has already been dispatched, cancellation may not be immediately possible because delivery costs and logistics obligations may already have been incurred.

Where Beven Stores cancels an order that has already been paid for because we cannot fulfil it, any amount properly due to the customer will be refunded.

12. FAILED OR REFUSED DELIVERIES

Where delivery fails because the customer provided an incorrect address, cannot be reached, is unavailable, or refuses a previously confirmed order without reasonable cause, the customer may be responsible for reasonable additional re-delivery costs.

Any re-delivery charge will be communicated before another delivery attempt is arranged.

Where delivery fails because of an error by Beven Stores or our authorised delivery partner, the customer will not be charged an additional delivery fee for correcting that failure.

13. FRAUDULENT OR ABUSIVE CLAIMS

Beven Stores may investigate return, replacement and refund requests where there is a reasonable concern about fraud or abuse.

This may include circumstances involving:

• A different product being returned from the one supplied.
• Altered or misleading evidence.
• Attempts to obtain both a refund and replacement for the same product.
• Deliberate damage to a product after delivery.
• Repeated fraudulent or materially inconsistent claims.

Where fraud or abuse is reasonably established, we may reject the affected request, restrict future transactions, cancel pending orders or take other lawful steps necessary to protect the business.

A genuine complaint or lawful request for redress will not be treated as fraudulent merely because the customer and Beven Stores disagree about the outcome.

14. STATUTORY CONSUMER RIGHTS

Nothing in this Policy excludes or limits a right or remedy that cannot lawfully be excluded under the Federal Competition and Consumer Protection Act or other applicable Nigerian law.

In particular, this Policy does not prevent a customer from seeking an appropriate remedy for goods that are unsafe, defective, materially misdescribed or otherwise fail to meet applicable legal standards.

If you disagree with how we have handled a return or refund, please contact us first so that we can review the matter.

15. CHANGES TO THIS POLICY

We may update this Policy to reflect changes to our products, fulfilment arrangements, customer-service procedures or legal requirements.

The current version will be published on our website with an updated “Last Updated” date.

Changes will not be applied in a manner that unlawfully removes rights already available in relation to an existing transaction.

16. CONTACT US

To report a product issue or request a return, exchange or refund, contact:

Please do not send a product to any address until Beven Stores has provided return instructions.