Return & Refund Policy

At BusyTree, we want you to shop with confidence. Please read this policy carefully before making a purchase.

01General rules

All returns and refunds are handled on a case-by-case basis.
You must report any issue through in-app chat or support within 7 days of receiving your order.
BusyTree acts as a mediator. Our decision on refunds is final.

02Local Brands (products & services)

Eligible for return / refund

Wrong item delivered.
Damaged or defective item.
Item significantly different from the description.

Not eligible

Change of mind.
A service already completed (e.g. cleaning, beauty services).
Custom-made or personalized items.

Process. The buyer must provide clear photos and evidence. If a dispute is raised, payment will remain in escrow until resolved. If approved, the refund will be processed within 3–5 business days after the item is returned (for physical products) or after the dispute is resolved.

03China Sourcing section

China Sourcing payments are collected directly by BusyTree and are not held in escrow.

Eligible for refund

Item never shipped.
Significantly wrong item (wrong model, completely different product).
Damaged during shipping (with clear proof).

Generally not eligible

Change of mind.
Slight color or size differences.
Items that were clearly described.

Process. The buyer must contact support immediately upon receipt. BusyTree will work with the supplier and logistics partner to resolve the issue. Refunds, if approved, may take 7–14 business days.

04Escrow protection (Local Brands & Service Providers only)

If a dispute is raised, payment will remain in escrow until resolved.
Once you confirm “Goods Received & Satisfactory”, the payment is released to the seller or service provider.
Funds become available for the seller or service provider to withdraw on the next business day after release.

05How to request a refund

Go to your order in the app.
Tap “Report Issue” or contact the seller or service provider through chat.
Provide photos and a clear explanation.
Wait for BusyTree support to review.

We aim to resolve most issues fairly and quickly.

06Acceptance

By using BusyTree, you agree to this Return & Refund Policy.

Questions about this policy? Email support@busytree.com.ng.

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