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Refund & Dispute Policy

Last updated: April 2026

72-Hour Buyer Protection

Every order placed on EkoVendy is covered by our 72-hour buyer protection window. If you have not received your order or it is significantly different from what was described, you have 72 hours from payment confirmation to raise a dispute. After this window, payment is released to the vendor and the order is considered completed.

For Buyers

When can I get a refund?

  • You did not receive your order within the agreed or reasonable timeframe.
  • The item received is significantly different from what was listed (wrong product, wrong size, counterfeit, damaged).
  • The vendor confirmed dispatch but the item was never delivered and cannot be traced.

When are refunds not issued?

  • The 72-hour dispute window has passed and payment has already been released.
  • You changed your mind after the vendor has already dispatched.
  • The dispute is raised after delivery was confirmed.
  • The issue is a delivery delay that does not amount to non-delivery.

How to raise a dispute

Contact us via WhatsApp or email at hello@vendorhub.com with your order reference number and a description of the issue. Include photos where relevant. We aim to resolve disputes within 24–48 hours.

For Vendors

  • Payouts are held for 72 hours after an order is marked paid to protect buyers.
  • If a dispute is filed against your order, payout will be paused pending review.
  • If EkoVendy determines the dispute is valid, the order will be refunded to the buyer and your payout will be cancelled for that order.
  • Repeated disputes or fraudulent behaviour may result in account suspension.
  • Vendors are expected to communicate delivery status to buyers and respond promptly to dispute enquiries from EkoVendy admin.

Refund Processing

Approved refunds are returned to the original payment method (card or bank account used on Paystack). Refund processing time is typically 3–5 business days depending on your bank. EkoVendy does not charge any fee for processing refunds.

Delivery Responsibility

Vendors are solely responsible for delivering goods to buyers. EkoVendy does not operate a delivery service and is not liable for delivery delays, losses, or damage caused during transit. Vendors are encouraged to use trackable delivery options and to communicate tracking details to buyers.

Contact Us

For disputes, refund requests, or questions about this policy:

Please include your order reference number in all communications.