Returns & Refunds Policy — Ex-Pollen

At Ex-Pollen, your satisfaction is important to us. If you are not completely happy with your purchase, this policy explains the conditions under which returns and refunds are accepted.
Please read carefully before making a purchase.

  1. Eligibility for Returns

You may request a return if:

  • The item arrived damaged, defective, or incorrect
  • The item is unused, unworn, and in its original packaging
  • All tags, labels, and accessories are intact
  • The return request is submitted within 7 days of delivery

Non-returnable items include:

  • Worn, used, or washed items
  • Undergarments or intimate clothing
  • Clearance or final sale items
  • Items without original packaging or labels
  1. How to Initiate a Return

To submit a return request, please email us at [email protected] with:

  • Your full name
  • Order number
  • Product name
  • Reason for return
  • Clear photos if the item is damaged or incorrect

Our team will review your request and respond within 24–48 hours with approval or further instructions.

Do not send items back without receiving confirmation from us.

  1. Condition of Returned Items

All returned products must be:

  • Unused and unworn
  • In perfect condition
  • Free of stains, odors, or damage
  • Returned with original tags and packaging

Items that do not meet these conditions may be rejected or refunded partially.

  1. Refund Process

Once we receive and inspect the returned item:

  • Approved refunds will be processed within 7–10 business days
  • Refunds will be issued to the original payment method
  • Shipping fees are non-refundable, except in cases where Ex-Pollen is at fault (e.g., wrong or defective items)

You will receive a full refund if:

  • The item was damaged upon arrival
  • The wrong product was delivered
  • The item has a manufacturing defect
  1. Exchange Policy

Exchanges are available only for:

  • Defective items
  • Incorrect items delivered

Exchanges depend on stock availability.
If the replacement item is out of stock, a refund will be issued instead.

  1. International Returns

If you are returning an item from outside Nigeria:

  • You are responsible for return shipping fees
  • Customs charges or import duties (if any) must be covered by the customer
  • Ex-Pollen is not responsible for lost or delayed return shipments

We recommend using a trackable courier service.

  1. Order Cancellation

Orders may only be cancelled before they are processed or shipped.
Once an order has been shipped, it cannot be cancelled.

  1. Contact Us

For questions regarding returns, refunds, or exchanges:

[email protected]