Version 1.0 · Last updated: 23 October 2026
This policy is part of Spree's terms of use. It explains what happens when an order cannot be delivered, when you turn it down at the door, and when something is wrong with what you received. It does not reduce your rights under the Federal Competition and Consumer Protection Act, which always apply (section 5).
1. Refunds at a glance
| What happened | What you get back |
|---|---|
| The shop declined your order, or did not accept it in time | Everything |
| You cancelled before the shop accepted | Everything |
| We cancelled the order before it was collected | Everything |
| The rider arrived with a damaged or wrong package and you turned it down | Everything |
| The parcel was lost or damaged during delivery | Everything |
| Nobody took the parcel within 10 minutes of the rider arriving | The pieces. Fees are kept (the trip was made) |
| You changed your mind at the door, before giving the code | The pieces. Fees are kept (the trip was made) |
| An approved return of the whole order (section 3) | Everything |
| An approved return of some of the pieces | The price of those pieces |
| You were charged twice, or paid after an order lapsed | That payment |
"Fees" means the delivery fee and the Service & protection fee.
2. At the door, before you give the delivery code
Check the parcel before you give the rider your code. If the package is visibly damaged or it is the wrong one, turn it down: the rider takes a photo, the parcel goes back to the shop, and you get everything back.
If you simply no longer want it, you can also turn it down, and you get the price of the pieces back (terms of use, section 9).
3. After delivery: report it within 24 hours
The fastest way to fix a problem is to report it in the app within 24 hours of delivery: open the order → Report a problem.
You will need: - the reason; - at least 2 photos (up to 6) showing the problem; - which pieces it affects, if not the whole order.
Reasons we accept: - wrong item, or the wrong size or colour compared with what you ordered; - damaged or defective; - significantly different from the photos or description; - counterfeit.
What we cannot accept as a return: - you changed your mind about a piece that is as described; - it does not fit, when the size you received is the size you ordered; - small colour differences caused by your screen; - a piece that has been worn (beyond trying it on), washed, altered, or had its tags removed, unless that is how you found the fault; - earrings, for hygiene. If earrings arrive wrong, damaged, defective or counterfeit, contact us through Help with photos and we will put it right (section 5).
What happens next:
- The shop has 24 hours to accept your claim or explain why it disagrees.
- A person at Spree looks at your photos and both sides, and approves or rejects the claim, with a reason you can read in the app.
- If it is approved, a rider arranged by Spree collects the piece from you. You get a collection code in the app; give it to the rider. Keep the piece in the condition you reported it, with its packaging if you still have it.
- When the piece reaches the shop, the shop has 24 hours to say it is not what it sent. If that happens, a person at Spree decides on the evidence.
- Your refund is sent once the return closes (section 6).
Who pays for the return trip: never you, when a return is approved. The shop pays if the fault was the shop's; Spree pays if the fault was in delivery.
If you are not there when the rider comes to collect, the rider waits 10 minutes; tell us in the app when you are home and a rider comes back. After two missed collections, a person at Spree will call you to arrange one more.
4. Fair use
Returns are for real problems. If more than two of your claims are rejected within 90 days, new claims are paused until a person at Spree has reviewed them with you. Claims made with false photos or about a different piece will be rejected and may lead to your account being closed.
5. Your rights under the law, after 24 hours
The 24-hour window is for our fast in-app process. It is not a time limit on your legal rights. Under the FCCPA:
- you may return goods that turn out to be defective, unsafe, or not of good quality, within three months of delivery, at the seller's risk and expense, and the seller must repair, replace or refund them (sections 131 and 132);
- you may reject goods that do not match their description or photos within a reasonable time after delivery (section 122);
- the seller must prove the goods are not defective if that is disputed (section 145); and
- no term can take these rights away (section 129).
If you find such a problem after 24 hours, contact us through Help in the app with photos. We will deal with it with the shop, arrange collection, and make sure you receive the repair, replacement or refund the law gives you. Faults that are hard to see straight away, such as a broken zip, coming apart at the seams or a strap that fails, are exactly what this is for.
6. How and when refunds are paid
- To the card or bank account you paid from, through Paystack. Never in cash, never to someone else.
- We send it within 2 working days of it becoming due: straight away for a cancelled or declined order, and when the return closes for a return. Your bank may take a few more working days to show it.
7. Contact
Help in the app, or [email protected]. If you are not satisfied with how we handled a return, you can complain to the Federal Competition and Consumer Protection Commission (fccpc.gov.ng).