AXA ZARA NIGERIA LIMITED may offer a variety of goods and services, including fashion and boutique items, fabrics, beauty products, perfumes, shoes, bags, jewelry, gift items, supermarket and departmental store goods, food and beverage items, restaurant and catering services, hospitality services, and event planning and decoration services. This Refund Policy explains how returns, cancellations, exchanges, replacements, credits, and refunds are handled.
1. Scope of this Policy

This policy applies to transactions involving:

Clothing, textile, tailoring, and fashion-related products
Boutique items, perfumes, beauty items, jewelry, bags, shoes, and accessories
Supermarket, gift shop, and household products
Processed foods, beverages, bakery, and confectionery items
Restaurant, fast food, catering, and hospitality-related services
Event planning, ushering, decoration, cleaning, and related services

2. Refund Eligibility

A customer may be eligible for a refund, exchange, replacement, service credit, or reperformance where:

The wrong item or service was supplied
An item was materially damaged or defective on delivery
An item materially differs from the confirmed order
A duplicate or unauthorized payment is verified
The company is unable to provide a paid service for reasons directly attributable to it
An event or catering service was materially deficient, and the issue was not corrected within a reasonable time

3. Non-Refundable Items

Unless otherwise stated in writing, the following are generally non-refundable:

Worn, washed, altered, used, or damaged fashion items
Perfumes, cosmetics, beauty products, and personal use items, once opened or used, except where defective
Perishable food, drinks, confectionery, bakery, or catering items after delivery or collection, except where defective or unsafe at delivery
Customized clothing, branded items, made-to-order textiles, or personalized gift items
Deposit payments made to secure hotel reservations, catering slots, event dates, décor arrangements, or vendor commitments
Services already fully rendered or substantially performed

4. Return Window for Retail Goods

Customers should inspect items promptly on delivery or collection. Complaints relating to physical goods should be raised within five business days unless another return period is expressly stated. Approved returns should be in substantially original condition with proof of purchase, tags, and packaging where applicable.

5. Fashion and Boutique Products

For hygiene, resale, and quality control reasons, certain items such as inner wear, opened beauty products, used hair products, or other personal use items may not be eligible for return unless they were defective or wrongly supplied.

6. Food, Restaurant, and Catering Services

Food and beverage items are generally not refundable after delivery, collection, or consumption except where the item delivered is proven to be materially defective, contaminated, incorrectly supplied, or otherwise unfit at the time of delivery.

Where the company accepts catering, event food, or hospitality reservations, deposits may be non-refundable once procurement, food preparation, staffing, or revenue-related commitments have begun.

7. Event and Hospitality Bookings

Event planning, ushering, decoration, cleaning, hotel reservation, or accommodation-related bookings may require advance payment or deposits. Such deposits may be non-refundable once dates are reserved, vendors are engaged, or preparations have commenced. Rescheduling may be allowed at the company’s discretion, subject to availability and additional costs.

8. Refund Process

To request a refund, exchange, replacement, or service review, the customer should contact AXA ZARA NIGERIA LIMITED using the contact details on the website and provide:

Name
Order or booking reference
Date of transaction
Description of the complaint
Proof of payment
Photographs or other supporting evidence, where relevant

9. Remedies

Where a claim is accepted, the company may provide the remedy it considers appropriate, including:

Replacement
Exchange
Repair
Service correction or reperformance
Store credit
Partial refund
Full refund

10. Processing Time

Approved refunds will ordinarily be processed through the original payment method unless another lawful method is agreed upon. Processing time depends on financial institutions and payment providers.

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