Last Updated: August 8, 2026
This Return and Refund Policy explains how cancellations, disputes, returns, and refunds work for purchases made through Vidlla.com (“Vidlla”, “we”, “us”, or “our”).
Vidlla operates a marketplace that connects buyers and sellers. Sellers are responsible for the products they list and for arranging delivery. Vidlla provides the transaction and escrow process through which eligible payments are held for a limited period while the transaction is completed.
This policy should be read together with our Terms of Use and Privacy Policy.
1. Our Transaction Protection Period
Vidlla uses a 4-day order window for eligible transactions.
The 4-day period is the period during which:
– The seller can complete the delivery and become eligible for release of the transaction funds; and
– The buyer can submit a cancellation or dispute request through their order history.
The purpose of this period is to give the buyer a reasonable opportunity to receive, inspect, and test the product before the seller’s funds are released.
At the end of the applicable 4-day period, the transaction may automatically proceed to seller fund release according to Vidlla’s system.
Important
The 4-day period should not be understood as an unconditional right to return any product for any reason.
A cancellation request is subject to review by Vidlla before a refund is issued.
2. Why Buyers Are Advised to Cancel Within 48 Hours if the Seller Has Not Delivered
Vidlla strongly advises buyers to submit a cancellation request within 48 hours (2 days) if the seller has not delivered their order.
The 48-hour recommendation is primarily intended to protect buyers from a situation where a seller waits until the end of the 4-day order window to deliver a product.
For example, if a seller does not deliver until the fourth day, the buyer may have little or no practical time remaining to properly inspect and test the product before the seller becomes eligible for fund release.
For this reason, if an order has not been delivered within 48 hours, buyers are encouraged to cancel the order rather than simply waiting until the fourth day.
The 48-hour period is not the final cancellation deadline.
A buyer may still submit a cancellation or dispute request during the applicable 4-day order window, subject to Vidlla’s review.
The 48-hour period is an early-action recommendation designed to protect the buyer, particularly where the seller has not delivered.
3. The Four-Day Order Window
The 4-day order window begins when the order is successfully placed and paid for through Vidlla, subject to the Platform’s applicable transaction timing.
During this period:
1. The seller should arrange delivery of the product.
2. The buyer should receive and inspect the product.
3. The buyer should confirm that the product substantially matches what was advertised.
4. The buyer may submit a cancellation/dispute request where there is a legitimate problem.
5. The seller’s funds remain subject to the Platform’s transaction-release process.
The buyer should not intentionally delay an otherwise legitimate cancellation request until the end of the period.
4. When Should a Buyer Request Cancellation?
A buyer may submit a cancellation request where there is a legitimate reason, including situations such as:
– The seller has not delivered the product.
– The seller has failed to make reasonable arrangements for delivery.
– The product delivered is materially different from the listing.
– The wrong product was delivered.
– The product is materially defective in a way that was not disclosed.
– The product does not substantially match the seller’s description.
– The product is materially different from what the buyer purchased.
– There is evidence of fraud or misrepresentation.
– Another significant issue exists that reasonably calls the transaction into question.
This list is not exhaustive.
The buyer should provide truthful and sufficient information to allow Vidlla to review the matter.
5. How to Submit a Cancellation Request
Buyers can submit a cancellation request through their Vidlla dashboard, using the Order History section.
The buyer should select the relevant order and follow the available cancellation process.
Where appropriate, the buyer may be asked to provide additional information or evidence, such as:
– Photos
– Videos
– Screenshots
– Delivery information
– Details of the problem
– Other information relevant to the dispute
Providing false or misleading evidence may result in the cancellation request being rejected and may lead to account restrictions.
6. What Happens After a Cancellation Request?
Submitting a cancellation request does not automatically result in a refund.
Vidlla reviews cancellation requests before deciding whether a refund should be issued.
Depending on the circumstances, we may:
– Review the order and payment information
– Review the product listing
– Review available delivery information
– Contact the buyer
– Contact the seller
– Request additional evidence
– Ask both parties questions
– Attempt to establish what actually happened
– Determine whether the buyer has a legitimate basis for cancellation
Our goal is to reach a fair and reasonable resolution based on the information available to us.
7. Buyer and Seller Communication During a Dispute
Where necessary, Vidlla may communicate with both the buyer and seller to understand the circumstances surrounding a cancellation request.
The buyer and seller may be asked to provide explanations or evidence.
Users are expected to cooperate honestly and reasonably during the review process.
Vidlla may consider information available through the Platform as well as relevant information provided by either party.
8. When a Refund May Be Approved
A refund may be approved where Vidlla determines that the buyer has a legitimate basis for cancellation.
Examples may include:
– The seller did not deliver the product.
– The wrong product was delivered.
– The product is materially different from what was advertised.
– The product has a significant undisclosed defect.
– The seller materially misrepresented the product.
– Another substantial issue makes the transaction materially different from what the buyer agreed to purchase.
Where a dispute is determined in favour of the buyer, Vidlla may approve a refund of the applicable amount.
9. When a Refund May Be Rejected
A cancellation or refund request may be rejected where, for example:
– The buyer simply changed their mind without a valid basis under the applicable transaction rules.
– The product substantially matches the listing.
– The alleged problem is insignificant or does not materially affect the transaction.
– The buyer caused the damage or problem.
– The buyer misused the product.
– The buyer failed to provide sufficient information or evidence.
– The cancellation request appears fraudulent or abusive.
– The request was submitted after the applicable 4-day order window.
– The buyer and seller have otherwise resolved the matter.
– Other circumstances indicate that a refund is not justified.
This list is not exhaustive.
10. The Four-Day Deadline and Seller Fund Release
The 4-day order window is important for both buyers and sellers.
If the buyer does not submit a cancellation/dispute request within the applicable 4-day window, the transaction may automatically proceed to seller fund release.
Once the seller becomes eligible for withdrawal, the transaction may no longer be handled through the ordinary cancellation process.
Buyers should therefore act promptly.
If a seller has not delivered within 48 hours, buyers are strongly encouraged to submit a cancellation request rather than waiting.
If a product has been delivered, buyers should inspect and test it as soon as reasonably possible and submit any legitimate cancellation request before the 4-day order window expires.
11. Exceptional Disputes After the Four-Day Window
The expiry of the 4-day order window does not necessarily prevent Vidlla from reviewing an exceptional complaint.
For example, Vidlla may choose to review a matter involving:
– Fraud
– Deliberate misrepresentation
– Serious undisclosed issues
– Evidence that the transaction was manipulated
– Other circumstances that Vidlla considers sufficiently serious
However, buyers should not rely on this exception.
The normal cancellation/dispute process must be used within the 4-day order window whenever possible.
The fact that Vidlla may review an exceptional complaint does not create an automatic right to a refund.
12. Returns
Vidlla does not operate a universal physical return service for all products.
Because sellers generally arrange their own deliveries, the practical process for returning a product may depend on the seller, product, location, delivery provider, and circumstances of the dispute.
Where Vidlla determines that a product should be returned as part of an approved dispute, the buyer may be given instructions regarding the return process.
The buyer should not dispose of, materially alter, damage, or otherwise interfere with a disputed product while a cancellation or dispute is being reviewed.
Where a return is required, the buyer may be required to provide evidence that the product has been returned before a refund is finalized.
13. Condition of Returned Products
Where a return is approved, the product should generally be returned in substantially the condition in which it was received, taking into account reasonable inspection and testing.
A buyer may not intentionally damage, alter, replace, or misuse a product and then request a refund for the resulting condition.
The specific requirements may vary depending on the product and circumstances.
14. Refund Processing
When Vidlla approves a refund, the applicable refund will generally be processed through the relevant payment or transaction system.
Refunds may be returned through the applicable payment method or another method reasonably determined by Vidlla and/or the relevant payment provider.
The time required for refunded funds to become available may depend on:
– The payment gateway
– The buyer’s bank
– Card networks
– Financial institutions
– Payment processing procedures
– Other third-party providers
Vidlla cannot guarantee that a refund will appear in a buyer’s account immediately after it has been approved.
15. Payment Gateway Charges and Fees
Transaction fees charged by Vidlla or third-party payment providers may not always be refundable in the same manner as the product amount.
The treatment of applicable fees may depend on the reason for the refund, the transaction circumstances, and the policies of the relevant payment provider.
Vidlla may communicate the applicable refund amount when a refund is approved.
16. Seller Responsibilities During a Cancellation
When a cancellation or dispute is raised, sellers are expected to cooperate with Vidlla’s review.
Sellers may be asked to provide:
– Delivery information
– Proof of delivery
– Product information
– Photos or videos
– Communications relevant to the transaction
– Other evidence relating to the order
Failure to cooperate may affect Vidlla’s ability to determine the dispute.
Sellers must not attempt to manipulate the transaction window by deliberately delaying delivery or providing a product that does not correspond with the listing in the expectation that funds will be released before the buyer can reasonably respond.
17. Fraudulent or Abusive Refund Requests
Vidlla does not tolerate fraudulent or abusive refund activity.
Examples include:
– Claiming that an item was not delivered when it was delivered
– Falsely claiming that a product is defective
– Returning a different product
– Damaging a product and blaming the seller
– Submitting manipulated evidence
– Repeatedly abusing the cancellation system
– Colluding with another user to obtain an improper refund
Where we identify suspected abuse, we may reject the refund request and take additional action against the account.
This may include suspension or termination of the account and, where appropriate, other action permitted by law.
18. Seller Misconduct
Where Vidlla determines that a seller has materially misrepresented a product, failed to fulfil an order, attempted to manipulate the transaction window, or otherwise violated the Platform’s rules, we may take action including:
– Refunding the buyer where appropriate
– Restricting or removing the listing
– Suspending transactions
– Holding or reversing applicable funds where legally and operationally permissible
– Suspending the seller’s account
– Terminating the seller’s account
– Taking other action permitted under our Terms of Use
19. Prohibited Products and Refunds
Transactions involving prohibited products or activities may be cancelled or otherwise restricted.
Where a transaction involves suspected illegal activity, fraud, counterfeit goods, stolen property, or another prohibited activity, Vidlla may take appropriate action, including restricting the transaction and cooperating with relevant authorities where legally required or appropriate.
20. No Automatic Refund for Every Product Problem
Vidlla’s cancellation and refund system is intended to protect buyers from legitimate transaction problems.
It does not mean that every complaint automatically results in a refund.
Vidlla reviews the circumstances of each cancellation request and may consider the interests and evidence of both parties.
21. Buyer and Seller Legal Rights
This policy describes Vidlla’s internal marketplace cancellation and refund process.
Nothing in this policy is intended to remove or restrict rights that a buyer or seller may have under applicable Nigerian law where those rights cannot legally be excluded.
22. Changes to This Policy
Vidlla may update this Return and Refund Policy from time to time to reflect changes to our Platform, transaction process, fees, legal requirements, or business practices.
When we make changes, we may update the “Last Updated” date at the beginning of this policy.
23. Contact Us
If you have questions about a cancellation, refund, return, or dispute, please contact Vidlla through the contact details provided on Vidlla.com.
For an order-specific issue, buyers should first use the cancellation function available in the Order History section of their Vidlla dashboard where applicable.
Vidlla
Website: Vidlla.com