Refund Policy

How cancellations, returns, replacements and refunds work at Sherz, drawn from our Terms & Conditions.

Last updated 2 min read

1.Refund eligibility#

  1. 1.1Refund eligibility depends on the circumstances of the cancellation, return or complaint.
  2. 1.2Where Sherz is responsible for an incorrect, defective or materially damaged Product, Sherz may provide an appropriate replacement or refund, subject to applicable law.

2.Cancelling an order#

  1. 2.1Customers may request cancellation of an Order before the Order reaches the applicable processing stage.
  2. 2.2Once an Order has been procured, packed or dispatched, cancellation may no longer be possible.
  3. 2.3Sherz may reject or cancel an Order where:
  • the Product is unavailable;
  • the Supplier cannot fulfil the required quantity;
  • there is an error in price or Product information;
  • payment is unsuccessful;
  • the Order appears fraudulent or abusive;
  • delivery to the specified location is unavailable; or
  • circumstances outside Sherz's reasonable control prevent fulfilment.
  1. 2.4Where Sherz cancels an Order after payment has been received, Sherz will process an applicable refund in accordance with its refund policy.

3.Unavailable products#

  1. 3.1Sherz may offer substitute Products where the requested Product is unavailable, provided that the applicable substitution terms are communicated to the Customer.
  2. 3.2Where a requested Product cannot be sourced, Sherz may cancel that portion of the Order and refund any applicable amount paid for the unavailable Product.

4.Inspecting your order#

  1. 4.1Customers should inspect their Products promptly upon delivery.
  2. 4.2Customers should report missing, damaged, incorrect or defective Products to Sherz within 24 hours of delivery.
  3. 4.3Where appropriate, Sherz may request photographs, videos, delivery records or other information to investigate a complaint.
  4. 4.4Sherz may replace, refund or otherwise resolve an eligible complaint in accordance with applicable law and its refund policy.

5.Perishable products#

  1. 5.1Perishable Products may be subject to different ordering, storage, delivery and return conditions.
  2. 5.2Customers are responsible for storing Products appropriately after delivery.
  3. 5.3Perishable Products generally cannot be returned solely because the Customer has changed their mind, except where required by applicable law or where Sherz's applicable policy provides otherwise.
  4. 5.4Perishable Products that are damaged, spoiled or otherwise defective upon delivery should be reported within 2 hours of delivery.

6.How refunds are paid#

  1. 6.1Refunds will generally be made using the original payment method or another method agreed with the Customer.
  2. 6.2Refund processing times may depend on the payment provider or financial institution involved.

7.Customer support#

For questions, complaints, Order issues or other enquiries, Customers may contact Sherz through:

  • Phone/WhatsApp: +234 904 956 1579
  • Website: www.sherzbigbox.com
  • Business Address: 22, Adenuga Street, Harmony Estate, Ifako Gbagada