Refund policy

 

REFUND POLICY

We stand behind every product we make. If something is not right with an order, we will always work with the customer to make it right — through a repair, replacement, or another solution we agree on together. A refund is only considered once we have genuinely exhausted every other option.

Because every piece is custom-made and production begins immediately upon payment confirmation, all sales are final. Cancellations are not accepted after payment has been made.

WHEN WE WILL OFFER A REFUND

We may offer a refund if:

  • The item delivered does not match the specifications or dimensions communicated to the customer or stated on our website
  • The production timeline exceeds the communicated timeline by more than 10 additional working days
  • The item arrives damaged and we are unable to repair or resolve the issue within 10 working days

ELIGIBILITY CONDITIONS

To be eligible for a refund, the following must apply:

  • The customer contacted us within the required reporting window (see Damaged Items below)
  • The customer provided clear photos, video, order number, and a description of the issue
  • The item is returned with the original receipt
  • The item is in the same condition as received, unless damage was reported upon delivery

CANCELLATION FEE

Where a refund is requested outside the conditions stated in this policy, a cancellation fee of 25% of the total order value will be deducted to cover production costs already incurred. The remaining balance will be refunded within 5 to 10 working days after the refund form has been submitted and approved.

WHEN WE CANNOT OFFER A REFUND

We are unable to process a refund if:

  • The item was damaged through misuse or mishandling after delivery
  • The customer was informed of any limitations or defects before placing the order
  • The customer changed their mind after payment was made
  • A deposit was made but the balance was not completed within 30 working days
  • Specifications were not confirmed before production began
  • The order was delayed by a third-party logistics provider — in this case, we will work out a fair arrangement with the customer
  • No photo, video, or written report was provided
  • The report was not made within the required timeframe
  • The issue relates to minor cosmetic variation in colour, texture, or finish due to lighting, screen settings, or the nature of handcrafted production — these do not constitute damage

DAMAGED ITEMS

If an item arrives damaged, we ask that the customer acts immediately.

Reports can be made via WhatsApp or by emailing hello@boho.ng, and should include an order number, clear photos, a video of the damage, and a brief description of the issue.

Reporting windows:

  • Lagos & Abuja: within 24 hours of receipt
  • Interstate: immediately upon receipt, before the item leaves GIG's custody. We strongly encourage interstate customers to inspect their order before accepting it — this allows GIG to retrieve the item while we work on a resolution together

Once reported, we will acknowledge the complaint as soon as possible and provide a decision within 24 to 48 hours. If more time is needed, we will communicate a clear timeline and follow up every 48 hours until the matter is resolved.

Resolution timeframes:

  • Within Lagos: 5 to 10 working days
  • Outside Lagos: 10 to 15 working days

DELIVERY REFUSALS

If a customer refuses delivery due to visible damage, we will send a team to assess the item on-site. If the damage can be fixed on-site, we will do so at no additional cost to the customer. If it cannot, we will communicate a clear resolution plan.

If a customer refuses delivery without a valid reason, this will be treated as a cancellation. The 25% cancellation fee applies, the customer will bear the cost of returning the item to our studio, and the remaining balance will be refunded after inspection confirms the product meets the original specifications.

In both cases, the reason for refusal should be communicated to our team immediately.

PARTIAL ORDERS

Where only some items in a multi-item order are affected, each item will be assessed individually. Claims apply only to the affected item(s). Customers are asked to clearly identify which items they are reporting and provide separate photos and video for each.

RETURN SHIPPING

We cover all shipping costs for valid returns and repairs. If a returned item is inspected and found ineligible for a refund, repair, or replacement, the customer will be required to reimburse us for all inspection, transportation, and postage costs incurred.

REFUND TIMELINE

All approved refunds are processed within 5 to 10 working days after the refund form has been submitted online.

HOW TO REQUEST A REFUND

Customers can fill out our Refund Request Form here: I want a refund

For more information, kindly reach us at hello@boho.ng