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Return Policy

Items purchased at Ogwugo.com may be returned either to a store or by mail, unless stated otherwise in the list of exceptions below:
Items must be returned in the original manufacturer's packaging. We strongly recommend you keep your packaging for at least the first 90 days after purchase.
Items purchased from a Marketplace retailer cannot be returned to an Ogwugo store or to Ogwugo.com; they must be returned to their Marketplace Retailer in accordance with their returns policy. Please email the Marketplace retailer directly.
Items purchased from dealers or re-sellers and not Ogwugo.com directly are not eligible for return, refund, or exchange. Different departments may have different return policies. Check the department below to learn of any exceptions pertaining to the item you'd like to return.
All of the exceptions listed below require the merchandise be returned with a receipt, if returning in store.

Electronics

Must be returned within 90 days - with these exceptions:
The following electronics items must be returned within 15 days of receipt:
Computers, Computer hardware, Printers (including 3D printers), 3D printing supplies and products, Camcorders, Digital cameras, GPS units, Digital music players, Tablets, E-readers, Portable video players, Drones, Must be returned within 90 days:
Televisions
Computer software must be returned unopened
There are no returns or refunds on prepaid cellular phone cards and electronically fulfilled PINs or minutes.
Must be returned within 14 days and 15 days:
Post-paid cell phones must be returned within 14 days of receipt.
Pre-paid cell phones must be returned within 15 days of receipt.
There are no returns or refunds on prepaid cellular phone cards and electronically fulfilled PINs or minutes.
Not available for return:
No returns for software delivered by email.


Books, Movies, Music and Video Games

Must be returned within 90 days if unused, unopened and unmarked.
Books must be returned unused and unmarked.
CDs, DVDs, Blu-ray discs, audiotapes, videotapes and video games must be returned unopened. If the item is defective, it can be returned within 90 days with a receipt and the original packaging. Defective items may be exchanged for the same title.
Video on Demand cannot be returned.
All sales are final and all charges from those sales are nonrefundable, except as otherwise stated in the VUDU Inc., Terms of Service. Video game software, if defective, can be returned within 90 days with a receipt and the original packaging. Defective items may be exchanged for a different title if the same title is not available.
Must be returned within 15 days
Video games hardware must be returned within 15 days of receipt Pre-owned (refurbished)


Clothing, Shoes and Accessories

Must be returned within 90 days.
Items purchased at Ogwugo.com can be refunded with a receipt or exchanged within 90 days of purchase.


Pharmacy

Unable to return
Diabetic supplies cannot be returned; all sales are final. Please contact the manufacturer if you have any questions regarding defective items. Check your package for the manufacturer's name and contact information.
If you have questions about returning prescription medication, please contact your local store pharmacist or, if you have used Home Delivery, contact our mail facility at +234 815 865 2311 or email us at ogwugomarketltd@gmail.com


Prescription Glasses

Must be returned within 60 days / no replacements.
Ogwugo.com stands behind the same 60 Day Satisfaction Guarantee as Ogwugo Stores Vision Centers. For the first two months, we'll refund your online prescription glasses order if you're not satisfied.
For more information, please visit the Prescription Glasses FAQ. To view the FAQ, scroll down the page to the heading "FAQs".



Photo

Must be returned within 90 days.
Photo prints (3x5, 4x6, etc.) should not be returned by mail or to a store. To return photos, please contact our Customer Care line: +234 815 865 2311 or email us at ogwugomarketltd@gmail.com


Product Care Plans

You can return or cancel your Product Care Plan within 90 days via My Account on Ogwugo.com


Installation Services

Must be returned within 90 days.
If you no longer require installation services or other service plans, please contact Customer Care with your order number.


Funeral Products

Must be returned within 90 days if defective or damaged, otherwise not returnable
Funeral products cannot be returned to a store. We will only refund or replace funeral items due to manufacturing defects or damage incurred during shipping. Please contact Customer Care to make arrangements.


Food

90 days if non-perishable
Perishable items cannot be returned by mail or to a Ogwugo store. If you receive a damaged or defective perishable item, please contact Customer Care with the following information: Order number for the item
Date of arrival
Condition of item at time of arrival
Detailed explanation of the issue
Whether you prefer a refund or replacement


Health and Beauty

Must be returned by 90 days - please check packaging for ORM-D sticker
If your item falls into this category, you will see an Important Note regarding
If the item is designated as ORM-D (Other Regulated Materials-Domestic), it must be returned in its original package.
If returning by mail, it must have secure ORM-D packaging obtained from the post office. ORM-D items include perfumes, nail polish and aerosol cans.


Home and Garden

Must be returned within 90 days unless listed below:

Item May be returned within:
Air conditioners, Dehumidifiers, and Evaporative Coolers 30 days accompanied by the original invoice or receipt.
Gas Powered Mini Bikes, Go Karts, Dirt Bikes, UTVs and ATVs Non-Returnable
All gas-powered items are final sale.
Lawn mowers, line trimmers, hedge trimmers, chainsaws, compressors, pressure washers and generators 90 days and accompanied by the original receipt.
They also must be completely emptied of any flammable liquid (gas, oil) before being returned to a store.
30 days and accompanied by the original receipt.
Generators and pressure washers may be returned within 30 days and accompanied by the original receipt.
Mattresses 90 days in the original packaging to a store.
Or you may contact Customer Care to initiate your return.
Oversized Furniture and Outdoor Play 90 days by freight shipping.
Under some circumstances, you may be charged for return shipping. To return an item by freight, please contact Customer Care for assistance. They will also be able to inform you of any return shipping costs.
Plants
(includes shrubs, bulbs, annuals, perennials, foliage and trees)
1 year satisfaction guarantee on all live goods purchased on Ogwugo.com sold by Ogwugo.com for full refund.
If you receive a damaged plant please contact Customer Care with the following information:
Order number for the item
Date of arrival
Condition of item at time of arrival
Detailed explanation of the issue
Whether you prefer a refund or replacement
For marketplace purchases on Ogwugo.com, reference the return policy of the marketplace seller.



Tires

Must be returned within 90 days if unused.
Most tires that have never been mounted or used can be returned to the Customer Service desk of any Ogwugo store that has a Tire and Lube Express. Stores without a Tire and Lube Express cannot accept tire returns.
Ogwugo stores cannot accept returns for tires that have been used in any condition.


Sports and Fitness

Must be returned within 90 days unless listed below:
Oversized table games and treadmills may be returned to an Ogwugo store or by freight shipping. Under some circumstances, you may be charged for return shipping.
To return an item by freight, please contact Customer Care for assistance. They will also be able to inform you of any return shipping costs.
Autographed sports memorabilia must be returned with the included Certificate of Authenticity.
Swimming pools must be returned within 90 days of receipt.


Window Blinds

Must be returned within 90 days.
All factory errors will be fixed at no charge. We will send you replacement parts or replacement blinds.
If your blinds are damaged or defective when you receive them, please contact Customer Care.


Gift Cards

Ogwugo plastic Gift Cards and Ogwugo eGift Cards are not returnable or refundable for cash except in states where required by law.



Returning an item to a store

Items sold and shipped by Ogwugo.com can be returned, exchanged or replaced (if the item is in stock) at any Ogwugo store, or returned by mail within 90 days of when you receive them.
Items using "Pay with Cash" must be returned to the store.
Items purchased from dealers or resellers are not eligible for return, refund, or exchange.
Bring the item along with all original packing materials and accessories, to any Ogwugo store.
If available, bring the packing slip that came with the item/
If you don’t have the original packing slip, you can sign in to your account, select the order, and then print out the Store Returns Receipt.


Returning by mail

In most cases you can ship an item back to us for a refund or replacement. This applies to items sold and shipped by Ogwugo.com, but not to items sold and shipped by a Marketplace Seller.
Some items may not be returnable by mail. Please see our Returns Policy by Department for restrictions based on item size, hazardous materials, departments, etc.
Items purchased from dealers or resellers are not eligible for return, refund, or exchange. To return an item by mail, please follow the procedure:
1. Sign in to your account.

2. Select "See Details", a blue link next to the order number.

3. Select "Start a Return".

4. Select "Return By Mail".

5. Select the reason for returning the item(s).

5. Select if you want a refund or replacement and then "Continue".

6. Review Refund Summary and select "Continue". You may see the option to "Agree to Early Refund Terms". This means that you get your refund earlier but agree to return promptly or are recharged.

7. Print the pre-paid return label for your item. Without this label, we won’t be able to process the return. Don’t have a printer? You can always return the item to a store.

8. Package the item along with all original packing materials and accessories and mail the item as directed. You’ll receive a refund or replacement once we receive the item back, if the item is in stock.

Please note when returning by mail:
The process of returning an item by mail takes 2-3 weeks in most cases.
We recommend insuring your return package, as we cannot refund an item we don't receive.
A returned item must be identical to the brand, specifications, item description and condition of your original purchase.
Replacement items will be sent to the original "ship to" address upon receipt of the original item at our Returns Center, as long as the item is still in stock.
If there is an error on our part related to your order, we will issue a credit for your order and any applicable shipping and gift-wrapping charges.

Returning a gift item

We’re currently unable to exchange or provide refunds for your gift via mail. Just bring the item to the Customer Service desk at your local Ogwugo. Be sure to bring all original packaging materials and accessories.
Items may be returned within 90 days. For exceptions, see our Returns Policies by Department.
Bring the packing slip or receipt that came with the gift. If you don’t have a receipt, please provide the order number or the sender’s email address (if the item came from Ogwugo.com).
We'll give you store credit in the form of a gift card that you can spend on something new. If you have the receipt and are within the guidelines of the No Receipt Return Policy, you may also have the option to receive cash back.
You may be able to replace your gift with an identical item at a Ogwugo store. To see if they carry that item, search on Ogwugo.com and see if it’s “In stock” in your store.

Returning Shipping Charges

Either you or the seller is responsible for return shipping charges, depending on the seller's return policy and the reason for the return. In most cases, sellers require that buyers pay for return shipping, but some sellers offer free return shipping—check the Return policy section of the listing. If you're returning an item because it isn't as described in the listing, the seller is responsible for return shipping charges, regardless of the seller's return policy.
When you're responsible for return shipping charges, we charge you if you ship the item using our shipping label. We may ask you to accept a billing agreement to authorize payment for these kinds of charges. When you want to return an item using alternative shipping arrangements, and the seller is responsible for the return shipping charges, you must work with the seller to agree on the shipping service and cost before returning the item.

Return shipping charges when using Ogwugo shipping labels
Anytime you use an Ogwugo return shipping label, returns are shipped by either USPS First-Class or Priority Mail, depending on the item's cost, package weight, and delivery time.
In some instances, return shipping charges may not be based on the actual weight of the package, but are an estimate. These charges are based on rates Ogwugo negotiated with the USPS and are typically less than what you would pay at the post office for the same item. If you've used an Ogwugo generated label for the outbound shipping, the cost of the return shipping label will never exceed this amount.

Alternative Shipping Arrangements

You may need to use alternative shipping arrangements when:
Shipping a return with insurance
Insurance isn't available for return shipments. If either you or the seller prefers that an item be returned with insurance, purchase your own return postage instead of using the return shipping label provided.
Returning multiple packages
For each return requested through My Ogwugo, we generally provide one return shipping label. If you find that you need multiple return shipping labels to ship multiple packages back to the seller, contact the seller to make alternate shipping arrangements for the packages.
An item is outside USPS guidelines
An Ogwugo return shipping label is only available for items within the USPS size and weight guidelines for the shipping service that's used. If the package is outside of USPS guidelines, you need to make alternative shipping arrangements.
Shipping charges exceed the refund amount
An Ogwugo return shipping label isn't available if the expected shipping charges exceed the expected refund or the refund value of a replacement or exchange.
An item was delivered through freight or local pickup
Contact the seller to agree on alternative shipping arrangements or, in the case of local pickup, a way of getting the item back to seller safely.
When the seller is responsible for return shipping charges and you need to make alternative shipping arrangements, contact the seller to agree on the service and cost before sending the item. Make sure that you include the packing slip, tracking, and for items valued at $750 or more, signature confirmation. When using alternative shipping arrangements, either you or the seller pays for return shipping charges.

Things To Keep In Mind

Request a return by the time specified in the Return policy section of the listing.
If we ask you to contact the seller, work with the seller directly and follow their return instructions. Otherwise, you're issued a return shipping label and packing slip. Then:
Ship the item back to the seller within 5 business days of requesting the return when returning an item for a refund.
Ship the item back to the seller within 5 business days of requesting the return when returning an item for a replacement or exchange.
If you haven't sent the item back after 30 days, you're charged for the second item and the cost to ship it to you.
Return the item in the same condition as you received it. See the item condition policy for returns for more information.
If your Ogwugo account is currently suspended, you will not be able to return any items until you have resolved the suspension.

Last Updated on July, 2017




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