Refund & Returns Policy

1. Refund Eligibility

Refunds are primarily issued when the money is still in SafeCheckout. Once the money has been released to the vendor, Emani can no longer directly issue a refund.

2. Reclaiming Money from SafeCheckout

A buyer may request a refund if:

• The vendor fails to ship the item within the agreed timeframe.
• The item received is significantly different from the description.
• The item is damaged upon arrival.

3. Refund Process

1. Initiate Dispute: The buyer must open a dispute before the auto-release timer expires.
2. Review Phase: Emani reviews the evidence. If the refund is approved, the money is returned to the buyer's original payment method.
3. Timeframe: Refunds typically take 3-10 business days to reflect in the buyer's account after approval, depending on the payment gateway (Paystack).

4. Returns

In cases where a return is necessary, the buyer is usually responsible for the return shipping costs unless otherwise agreed with the vendor or decided by an Emani mediator. The refund will be processed once the vendor confirms receipt of the returned item.

5. Non-Refundable Items

Certain items like digital downloads, perishable goods, or customized products may have restricted refund policies as specified by the vendor or platform rules.

6. Service Fee (Non-Refundable)

Emani charges a service fee on each transaction to cover payment processing, SafeCheckout protection, and dispute mediation. This fee is non-refundable in all cases, including full refunds, partial refunds, and order cancellations. When a refund is issued, the refunded amount is the order total minus the service fee. By using Emani, you acknowledge and agree that the service fee is earned at the time of payment and is not recoverable.