Refund and Returns Policy

Effective Date: 12 August 2026
Brand: Elf Bar Nigeria
Operated by: Afrovape Group

At Elf Bar Nigeria, we are committed to providing our customers with genuine, high-quality products and a reliable shopping experience. This Refund and Returns Policy explains when returns, refunds, replacements, and exchanges may be accepted for purchases made through our authorised sales channels.

By placing an order with Elf Bar Nigeria, you acknowledge and agree to the terms outlined below.

1. Eligibility for Returns

Due to the nature of our products, returns are subject to strict conditions. A return or replacement may be considered where:

• You received the wrong product or an item different from what you ordered.
• The product arrived damaged, defective, or unusable.
• The product is missing from your order.
• There is a verified manufacturing defect.
• The product has been incorrectly fulfilled due to an error on our part.

For health, safety, hygiene, and product-integrity reasons, opened, used, activated, or partially consumed vape products generally cannot be returned or refunded, except where the product is confirmed to have a manufacturing defect.

2. Reporting a Problem With Your Order

Customers should inspect their order as soon as it is received.

If your order is damaged, defective, incomplete, or incorrect, please contact our customer service team as soon as possible, preferably within 48 hours of delivery.

To enable us to investigate and resolve your complaint quickly, you may be asked to provide:

• Your order number.
• Your name and contact details.
• A description of the issue.
• Clear photographs or videos showing the product and packaging.
• Evidence of the condition of the product when received.
• Any other information reasonably required to verify the claim.

Claims submitted without sufficient evidence may require additional verification before a resolution can be provided.

3. Damaged or Defective Products

If a product arrives damaged or has a suspected manufacturing defect, do not continue using the product.

Contact us with details of the issue and supporting photographs or video evidence. Our team will assess the claim and, where the issue is confirmed to be attributable to the product or our fulfilment process, we may offer:

• A replacement product;
• An exchange for an equivalent product, subject to availability; or
• A refund where a replacement or exchange is not reasonably available.

A product that has been damaged through misuse, improper handling, accidental damage, unauthorised modification, or failure to follow the manufacturer’s instructions may not qualify for a refund or replacement.

4. Wrong or Missing Items

If you receive an item that differs from the product stated on your order, please contact us promptly.

Where our fulfilment error is confirmed, we will arrange an appropriate resolution, which may include:

• Collection or return of the incorrect item;
• Delivery of the correct item;
• Replacement of the missing item; or
• A refund for the affected item.

Customers should not return an incorrect product without first contacting our customer service team and receiving return instructions.

5. Change of Mind

We generally do not accept returns or refunds simply because a customer has changed their mind after purchasing a product.

This restriction is particularly applicable to products that have been opened, used, activated, or otherwise compromised after delivery.

If you have received an unopened product and wish to request a return for another reason, please contact our customer service team. Any such request will be considered at our discretion and subject to applicable law, product condition, and return costs.

6. Refunds

Where a refund has been approved, the refund will normally be processed using the original payment method where reasonably possible.

Refund processing times may vary depending on the payment provider, bank, card issuer, or other payment service used for the original transaction.

Please note that an approved refund may not appear in your account immediately after we initiate it.

Where the issue is caused by an error on our part, we will make reasonable efforts to ensure that the customer is not unfairly charged for the resolution.

7. Return Shipping

Where a return is required because we sent the wrong product, an item was missing, or the product was confirmed to be defective or damaged upon delivery, Elf Bar Nigeria may cover the reasonable cost of returning the affected product, subject to our return instructions.

Where a return is approved for another reason, the customer may be responsible for the associated return or delivery costs.

Customers should not send products back without contacting us first.

8. Products That Cannot Be Returned

For safety, hygiene, and product-integrity reasons, the following will generally not be eligible for return or refund:

• Products that have been opened or used, except where a verified defect is involved.
• Products that have been activated or partially consumed.
• Products damaged through misuse or improper handling.
• Products altered or modified after purchase.
• Products returned without prior authorisation where authorisation is required.
• Products that cannot reasonably be verified as having been purchased from Elf Bar Nigeria or an authorised Elf Bar Nigeria sales channel.

Nothing in this section is intended to exclude any rights that cannot legally be excluded under applicable Nigerian law.

9. Refund Exclusions

A refund may be declined where our investigation reasonably establishes that:

• The product was damaged after delivery through customer misuse or negligence.
• The product has been altered, modified, or tampered with.
• The issue resulted from failure to follow product instructions.
• The product was purchased from an unauthorised seller.
• The customer is unable to provide reasonable evidence supporting the claim.
• The product does not correspond with the order or transaction being claimed.

10. Order Cancellation

If you wish to cancel an order, contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or dispatched. However, once an order has been dispatched, cancellation may no longer be possible and the request may instead be handled under our returns procedure, where applicable.

11. Delivery Issues

Customers are responsible for providing accurate delivery information when placing an order.

We may not be responsible for additional costs, delays, or losses resulting from an incorrect or incomplete delivery address supplied by the customer.

Where an order is returned to us because it could not be delivered due to information supplied incorrectly by the customer, additional delivery charges may apply before the order can be resent.

12. Verification and Fraud Prevention

To protect our customers and prevent fraudulent refund or replacement claims, Afrovape Group reserves the right to verify transactions and investigate reported product issues before approving a refund, replacement, or exchange.

We may request reasonable evidence, including photographs, videos, order information, delivery details, or other documentation relevant to the claim.

13. Changes to This Policy

Afrovape Group reserves the right to update or amend this Refund and Returns Policy from time to time.

Any updated version will be published through the applicable Elf Bar Nigeria sales or website channels and will take effect from the stated effective date.

14. Contact Us

For questions about returns, refunds, damaged products, incorrect orders, or other after-sales issues, please contact the Elf Bar Nigeria customer service team through the official customer support channels provided on our website or your order confirmation.

When contacting us, please have your order number and relevant product information available to help us resolve your request as quickly as possible.

Important Notice

This policy is intended to establish our standard returns and refund procedures. It does not limit or exclude any consumer rights or legal remedies that cannot lawfully be excluded under applicable Nigerian law.

Elf Bar Nigeria
Operated by Afrovape Group