At Losode, we are committed to providing a seamless shopping experience while ensuring fairness for both designers (sellers) and customers. This policy outlines how returns, refunds, amendments and exchanges are handled for items purchased on theLosode platform

1. General Guidelines

• Customers must initiate return or exchange requests within 48 hours of receiving their order. Losode will not be able to process any requests after 48 hours
• Only items that meet the eligibility criteria for returns, refunds, amendments or exchanges will be accepted
• Returns must be made in line with the Designer’s return policy at the time of purchase. Losode is guided by the designer’s returns policy which is clearly displayed on the product listing prior to your purchase.
• Returns are only accepted for products purchased directly fromLosode.com and where the designer has stipulated that they accept returns.
• It is important that the product(s) are returned in their original package and that they are in their original, unworn condition, with all labels and tags intact.
• The cost of return shipping is the customer’s responsibility, unless otherwise stated by the designer. Where a wrong item is received or the item received is damaged, the designer is responsible for the cost of the return
• Refunds or exchanges will be processed only after the returned product has been received and inspected by the designer
• Losode’s returns timelines are in line with the statutory requirements of the territories in which we trade. For instance, 7 days in Nigeria, 14 days in the United Kingdom

2. Return Eligibility Criteria

Customers can request a return, refund, or exchange under the following conditions:

Items must be unused, in their original packaging, with all tags intact to qualify for a return. The designer’s returns and refund policy will always be considered as part of Losode’s assessment

3. How to Initiate a Return or Exchange within 48 hours of receiving order

• Log in to your Losode account and go to your order history
• Select the item you wish to return and check if it is eligible for a return or exchange
• Submit a return request, stating the reason for the return or exchange and upload relevant images if necessary
• You will receive return instructions from us on how to package and send the item back
• Ship the item within 5 working days using a tracked delivery service

4. Refund and Exchange Processing

• Once the designer receives and inspects the returned item,Losode will notify the customer of the decision within 2 working days
• If the return is approved, the refund will be processed within 15 working days back to the original payment method
• If an exchange is requested and approved, the replacement item will be dispatched within 10 working days
• If the designer rejects the return due to non-compliance with the return policy, Losode will review the case and make a fair decision

5. Who Bears the Return/Exchange Costs?

• Customers are responsible for the return/exchange shipping cost unless this is due to incorrect, damaged, or fake items
• In cases of defective products, Losode or the designer may cover the return/exchange shipping costs at their discretion
• Customers should use a tracked shipping service and retain proof of postage until the return is processed

6. Amendments and Special Cases

• If an amendment (for example size adjustment, minor modification) is needed, customers should check the designer’s policy for the item and contact Losode for assistance. Please note this may incur additional costs
• In exceptional circumstances, Losode may facilitate direct returns to Losode instead of the designer
• Customers should contact Losode immediately if they suspect they have received a faulty or counterfeit item

7. Designers’ Responsibilities

• Designers must clearly state their return policy on the item listing page
• Designers must inspect returned products promptly and communicate decisions to Losode within 2 working days
• If a return is approved, designers must process the refund or dispatch a replacement within the agreed timeline
• If a return is rejected, designers must provide a valid reason, and Losode will mediate where necessary

8. Contact Us

For any return, refund, amendment or exchange queries, please contact the Losode User Engagement Call Centre via email at hello@losode.com or by calling +234 2013 306 011

By making a purchase on Losode, you agree to this policy and the designer’s specific terms regarding returns and exchanges. Losodereserves the right to amend this policy as necessary to ensure a fair and efficient marketplace experience for all users