Overview

We offer returns, refunds, and repairs of damaged products according to the provisions of the law. However, as a production company, every order is custom-made and resources are committed as soon as the order is confirmed.

Because of this, our protocol is to find a resolution wherever possible — through repairs, replacements, or mutually agreed alternatives — before considering refunds. Refunds are therefore treated as a last resort, only where all reasonable resolution efforts have failed.

REFUNDS

We may offer refunds for products purchased if:

• The item(s) delivered do not match the specifications or dimensions indicated on our website or communicated by our customer support agents.
• The production (not delivery) timeline exceeds an additional 10 working days beyond the communicated timeline.
• The item(s) are damaged upon delivery and all efforts to repair or resolve the damage prove abortive after 10 working days.

Customers may be eligible for a refund provided that:

• The product(s) are not damaged or broken at the time of return unless the damage was reported upon delivery.
• The product(s) are returned with the original receipt issued for the purchase.
• The customer reaches out to our support team immediately upon pickup/delivery — with pictorial and/or video evidence.

EXCEPTIONS

Notwithstanding other provisions of this Policy, we may refuse to grant returns or refunds if:

• The customer misuses or mishandles the product in such a way that causes damage.
• The customer was aware of or notified about defects in the product or service before purchase.
• The customer changes their mind after payment has been made.
• The customer made an initial deposit but fails to pay the balance within 30 working days after making a deposit.
• The customer does not verify specifications or dimensions as stated on the website or communicated by our support team.
• The order has been produced but wasn’t delivered due to third-party logistics delays. In this case, a mutually beneficial arrangement will be made by both parties, but refunds will not be offered.
• The customer does not provide pictorial/video evidence of damage or discrepancy.
• The customer does not like the product or realizes they no longer have use for it.
• The customer fails to make a written report within 24 hours of receiving the item(s).

Important: If, excluding the above-stated conditions, the customer still insists on a refund, 25% of the total cost of the order shall be withheld by the company.

REFUND TIMELINE

• All claims for a refund must be made within 24 hours of receipt of the product(s).
• All approved refunds are processed within 5 – 10 working days after a refund form has been filled and submitted online.
  

DAMAGED PRODUCTS

If a customer discovers that the product purchased from the company is damaged upon delivery, here’s how to address it:

1. Report the damage immediately at the pickup point or via email (hello@yaraitaja.com) within 24 hours of delivery. Use the subject line: “DAMAGED ITEM”.
2. Provide clear picture and video evidence.
3. If the damage is fixable on-site, our team will reach out to the customer to resolve it.
4. If the damage is beyond repair, the customer may request a replacement or a refund.
5. The customer must ensure that the damaged product is in the same condition as it was received.

Resolution time:

• Within Lagos: 5 – 10 working days
• Outside Lagos: 10 – 15 working days

RETURN SHIPPING

• We will bear all shipping costs or other costs associated with valid returns.
• If the product is being returned for repairs, we will cover shipping costs.
• However, if upon inspection the customer is not entitled to a refund, repair, or replacement, the customer must reimburse the company for all inspection, transportation, and postage costs incurred.
  

REQUEST A REFUND

To request a refund, please fill out the refund request form here

CONTACT US

For inquiries or comments regarding this Policy, customers may send an email to hello@yaraitaja.com