Returns, Exchanges & Refunds Policy
Inspection Upon Delivery
Customers are encouraged to inspect their order as soon as it is received.
If an item appears damaged, incorrect, defective, or materially different from what was ordered, please contact ZoeO Allure promptly with clear photographs and/or videos showing the issue.
Do not alter, cut, colour, bleach, install, wash, chemically process, restyle, or otherwise modify an item before contacting us about a suspected product issue. Modification of the product may affect our ability to properly assess the issue.
Returns & Exchanges
We accept eligible returns where the product qualifies for return under our policy and applicable Nigerian consumer protection laws.
To be eligible for a return, the product should generally be:
- Unused
- Unworn
- Unaltered
- In its original condition
- Returned with its original packaging and accessories, where applicable
Return Conditions for Hair Products
Hair products that have been worn, installed, cut, coloured, bleached, washed, chemically processed, restyled, or otherwise altered may not be eligible for return unless the issue is a verified defect covered by warranty or applicable consumer protection law.
Because certain products are customised or made to order, they may have different return conditions.
Refund Policy
Refunds may be considered where:
- The wrong product was supplied by ZoeO Allure.
- The product has a verified manufacturing or workmanship defect.
- The product materially fails to correspond with its agreed description or specifications.
- A refund is otherwise required under applicable law.
- ZoeO Allure is unable to fulfil an accepted order.
Approved Refunds
Where a return is approved, the customer may be offered a replacement, repair, correction, exchange, or refund depending on the nature of the issue and applicable law.
Refunds will generally be made through the original payment method where reasonably possible.
Refund processing times may vary depending on the customer’s bank or payment provider.
Change of Mind
Cancellation or return of an order simply because a customer has changed their mind may not be available once production has commenced, particularly for customised or made-to-order products.
Where cancellation is requested before production begins, ZoeO Allure will review the request and advise the customer of the available options.
Any applicable cancellation charges will be communicated before the cancellation is processed.
Nothing in this policy removes any mandatory consumer rights provided by applicable law.
Defective or Incorrect Products Policy
Reporting an Issue
If you believe your product is defective or does not correspond with what you ordered, please contact ZoeO Allure as soon as possible.
We may request:
- Your order number
- Photographs
- Videos
- A description of the issue
- Other information reasonably required to assess the complaint
Resolution
Once the issue has been reviewed, we will communicate the appropriate resolution.
Where a product is confirmed to be defective, ZoeO Allure will provide the remedy required by applicable law and/or the remedy stated in the applicable warranty.