1. Potentially eligible issues
A return or remedy may be considered where the wrong product was delivered, an item arrived damaged or defective, essential parts are missing, the item is materially not as described, or another applicable consumer right requires a remedy.
2. Items that may not qualify
Eligibility may be refused where an item was used beyond reasonable inspection, altered, damaged after delivery, returned incomplete, reported fraudulently, or cannot safely be returned for hygiene or product-integrity reasons. Perishable, personalized, digital, hygiene-sensitive or opened sealed goods may require category-specific review. These exclusions do not override rights that cannot lawfully be excluded.
3. Requesting help
Open the relevant order or support route promptly, describe the issue, keep the item and packaging, and provide reasonable evidence such as clear photographs, delivery information or messages. Never provide passwords, OTPs, PINs, CVVs or full card details.
4. Seller responsibilities
The seller must respond truthfully, preserve fulfilment evidence, cooperate with inspection or collection arrangements, and provide a lawful remedy when responsible. A seller must not pressure a customer to close a valid complaint.
5. Review and inspection
Ordyvia may compare the listing, order, payment, delivery, messages and evidence; request further information; or arrange inspection or return. Outcomes may include replacement, repair, refund, rejection or another appropriate remedy depending on the facts and law.
6. Refund approval and method
An approved refund is recorded and reconciled through the applicable payment process. Refund timing depends on internal review, Paystack or banking processing and reconciliation. Ordyvia will not promise a fixed completion date that the system cannot guarantee.
7. Cancellations and failed delivery
An unpaid pending order may be cancelled and reserved stock released. Paid cancellations depend on fulfilment and review. Failed delivery caused by an incorrect address, unavailability or refusal may affect return delivery costs, while seller or logistics failure is reviewed separately.
8. Abuse prevention and escalation
Ordyvia may reject manipulated evidence, repeated bad-faith claims or attempts to retain both goods and refunded funds. Genuine complaints remain eligible for fair review. Contact support@ordyvia.com if an outcome appears incorrect.