IMPORTANT: BuyOrganic Nigeria does not currently offer refunds. However, we investigate all damage complaints and take action against vendors whose goods consistently arrive in poor condition.
Step 1 — Document the Damage Immediately
As soon as you notice your order is damaged, take clear photographs or a short video showing:
- The condition of the packaging on the outside (tears, crush damage, leaks)
- The condition of the item(s) inside
- The delivery label showing your name and order details
Do not dispose of the packaging or damaged goods until the complaint is resolved.
Step 2 — Contact the Vendor
Go to My Account → Orders → View Order and use the vendor contact option to message them directly. Send your photos and describe the damage clearly. Most vendors will respond within 24 to 48 hours.
Step 3 — Escalate to BuyOrganic Nigeria
If the vendor does not respond within 72 hours, or if their response is unsatisfactory, contact BuyOrganic Nigeria support. Include:
- Your order number
- The name of the product(s) that arrived damaged
- Your photographs or video
- A description of the damage and any communication you have had with the vendor
What Happens Next?
Our support team will review your complaint and contact the vendor. Depending on the outcome of the investigation, we may:
- Issue a formal warning to the vendor
- Require the vendor to dispatch a replacement (at the vendor’s cost) where this is feasible
- Suspend or remove a vendor who has a pattern of delivering damaged goods
Damage During Transit vs Vendor Packaging
Damage can occur either because of poor packaging by the vendor, or because of mishandling by the logistics company. Our team will assess which party is responsible based on the evidence provided and take the appropriate action.
No products in the cart.