Refund Policy
Last updated: September 2026.
This policy explains when buyers can get their money back on Lagos Market, operated by NextGen Limited. It forms part of our Terms & Conditions.
1. What this policy covers
This policy applies only to items bought with Protected Purchase, where you pay through Lagos Market and NextGen Limited holds the payment. It does not cover direct transactions, where you pay the seller yourself after chatting or calling. Lagos Market never receives that money and cannot refund it.
2. How your payment is held
When you pay with Protected Purchase, the money is held by NextGen Limited, the operator of Lagos Market. The seller is not paid at this point. You have 48 hours from the moment you pay to receive and inspect the item, then either confirm it matches the listing or open a dispute.
3. When you can get a refund
You can ask for a refund by opening a dispute from your order before the 48-hour window closes if the item never arrives, is significantly different from the listing (wrong item, different condition, missing parts, or not working when the listing said it did), or is counterfeit when the listing described it as genuine.
4. When a refund is not available
Refunds are not available once you have confirmed receipt, or once the 48-hour window has closed without a dispute, because the payment has then been released to the seller. We also do not refund a change of mind when the item matches its listing, or damage caused after you collected the item.
5. How disputes are decided
When you open a dispute, the seller's payout is frozen and our team reviews the case. We look at the listing, your order chat with the seller, and any photos or other evidence either side provides. We then either refund you or release the payment to the seller, and email both of you with the outcome. We may ask you to return the item to the seller before a refund is issued. Our decision is final.
6. How much is refunded
If we decide in your favour, you get back the full amount you paid for the item. Protected Purchase has no buyer fee, so nothing is deducted.
7. How the refund reaches you
Refunds are returned to the card or bank account you paid with. We will email you once the refund has been issued. Depending on your bank, it can take a few working days to show in your account.
8. Unfinished payments
If you leave the payment page before paying, you are not charged. An unpaid order expires automatically after 30 minutes and the item stays available to other buyers.
9. Contact
Questions about a refund can be sent to our support team through the contact details provided on the platform.