1. Scope & Dual Responsibility Model
Frontstore ("Platform", "we", "our", or "us") operates a conversational commerce engine powered by Built Different LTD. Our platform connects independent business owners ("Merchants") with customers ("Shoppers").
To provide transparency, this policy governs two distinct operational scopes:
Merchant Storefront Orders
Physical products, digital downloads, services, or appointments bought from independent storefronts hosted on *.frontstore.ng or custom merchant domains.
Frontstore Platform SaaS
Monthly or annual software subscriptions, custom domain fees, verification badges, and automated AI chat token packages purchased by merchants directly from Frontstore.
2. Shopper Escrow & Protection Guarantee
When shoppers complete payments via Frontstore online checkout (Paystack, Flutterwave, or verified card gateway), funds are secured under Frontstore Escrow Protection:
- Payout Retention Period: Merchant payouts are held until delivery is confirmed by the buyer or until 7 days after marked dispatch without dispute.
- Immediate Dispute Freeze: Raising an order issue within 7 days of delivery instantly locks escrow funds from merchant settlement until resolution.
- Full Refund Coverage: Buyers receive a 100% refund if the item is never delivered, arrives significantly damaged, or is proven to be counterfeit/unauthentic.
3. Return Eligibility Standards
Different product categories follow tailored return conditions to protect both shoppers and sellers:
A. Physical Goods (Fashion, Electronics, Home)
Eligible for return within 7 to 14 days of delivery if unused, unworn, and returned in original packaging with tags intact. If an incorrect size or damaged item is received, return shipping is covered by the merchant.
B. Digital Content & Online Courses
Due to the immediate access nature of digital downloads, eBooks, and media files, sales are final once accessed or downloaded. Full refunds are issued if links are broken or files are verified corrupted.
C. Custom Goods, Perishables & Personal Care
Tailored garments, personalized merchandise, fresh food/groceries, swimwear, and opened cosmetics cannot be returned for hygiene or custom-fit reasons unless defective upon arrival.
D. Service Bookings & Appointments
Cancellations made 24+ hours prior to appointment time qualify for a full deposit refund. Cancellations within 24 hours are subject to individual merchant service terms.
4. How to Request a Return or Refund
Initiate Request
Open your order confirmation page (sent via WhatsApp or email) or navigate to /track with your Order ID, and click Request Return/Refund.
Submit Evidence
Provide brief details and upload photos/videos showing defect, damage, or discrepancy.
Dispatch / Drop-off
Once approved, send the item to the merchant's designated return address or schedule a waybill pickup.
Refund Issuance
Upon return verification, funds are released directly to your payment method or bank account.
5. Refund Method & Processing Timelines
Approved refunds are processed through regulated banking channels and reflect as follows:
- Debit/Credit Cards (Paystack / Flutterwave): 3 to 5 business days depending on issuer bank processing times.
- Bank Transfers / USSD:24 to 48 business hours directly to buyer's confirmed bank account.
- Store Credit / Voucher: Instant credit issued to buyer phone number for store re-purchases.
6. Merchant Dispute & Appeal Resolution Center
If a merchant delivered the wrong product, incorrect variant/size, defective items, or failed to honor agreed delivery terms, customers can lodge an immediate appeal with screenshot proof.
Merchant Sent the Wrong Item? File an Appeal
Lodge an appeal with photos of the delivered parcel, waybill label, and WhatsApp chats. Filing an appeal immediately locks merchant settlement from disbursement while Frontstore compliance specialists review the evidence within 24–48 hours.
Frontstore compliance specialists will examine WhatsApp chat logs, delivery waybills, photo proof, and store terms to render a binding determination within 72 hours.
7. Frontstore Platform SaaS Subscription Refunds
For merchants subscribing to Frontstore paid plans (Pro, Growth, Enterprise):
- 14-Day Money-Back Guarantee: First-time annual subscription signups qualify for a 100% full refund within 14 calendar days of upgrading.
- Monthly Subscriptions: You can cancel your monthly plan at any time. Your subscription remains active until the end of the current billing cycle without further renewal charges. Partial month refunds are not provided.
- Add-on Credits & Custom Domains: Custom domain registration fees, SMS credits, and AI token packs are non-refundable once allocated or provisioned.
8. Contact Support & Return Assistance
For help initiating a return, checking dispute status, or asking questions about our escrow protection: