Last Updated: July 1, 2026 | Servana Nigeria (Nortbitech Groups) | support@servana.ng

Refund & Return Policy

This policy explains when and how you can return products and receive refunds on Servana. Return eligibility varies by product category and vendor. Always check the return information on the product page before purchasing.

1. Return Window

Most eligible physical products may be returned within 7 days of confirmed delivery, provided they meet the conditions below. Some categories have shorter or longer windows as stated on the product listing.

2. Eligible Returns

To qualify for a return, items must:

• Be in original, unused condition with all tags and packaging intact
• Include all accessories, manuals, and free gifts that came with the product
• Not be damaged by the customer (normal inspection is acceptable)
• Be returned within the applicable return window
• Have a valid proof of purchase (order number)

3. Non-Returnable Items

The following are generally not eligible for return:

• Perishable goods (fresh food, groceries, flowers)
• Personal care and intimate apparel (for hygiene reasons)
• Digital products, software, and downloadable content
• Custom-made or personalized items
• Gas cylinders and opened fuel products
• Prescription medications and sealed health products
• Items marked "Final Sale" or "Non-Returnable" on the product page
• Products damaged due to misuse or improper storage by the customer

4. Reasons for Return

Valid return reasons include:

• Wrong item received: You received a different product than ordered
• Damaged or defective: Product arrived broken, faulty, or not working
• Not as described: Product significantly differs from the listing
• Missing parts: Essential components are missing from the package
• Changed mind: For eligible categories within the return window (customer may bear return shipping)

5. How to Initiate a Return

1. Go to My Orders in the Servana app or website
2. Select the order and tap Return or Replace
3. Choose the item(s) and reason for return
4. Upload photos if the item is damaged or defective
5. Submit your return request
6. Await approval (typically within 24–48 hours)
7. Follow return shipping instructions or schedule pickup

6. Return Shipping

Return shipping arrangements depend on the reason:

• Seller/vendor fault (wrong item, defective, not as described): Servana or vendor covers return shipping
• Customer changed mind: Customer may bear return shipping costs where stated
• Pickup service: Available in select locations for eligible returns

7. Refund Processing

Once your return is received and inspected:

• Servana Wallet: Refund credited instantly (recommended)
• Original payment method: Refund processed within 5–14 business days
• Partial refunds: May apply if item is not in original condition or missing accessories

Refunds include the product price. Original shipping fees are refunded only when the return is due to seller error.

8. Replacements

For defective or wrong items, you may request a replacement instead of a refund. Replacements are shipped after the return is approved and may be subject to stock availability. If a replacement is unavailable, a full refund will be issued.

9. Service Booking Refunds

Refunds for cancelled service bookings are governed by our Cancellation Policy and Booking Policy. Completed services are generally non-refundable unless the provider failed to deliver the agreed service.

10. Food & Restaurant Orders

Food orders cannot be returned once prepared. Refunds for missing items, wrong orders, or quality issues must be reported within 2 hours of delivery with photo evidence. Restaurant-specific policies may apply.

11. Disputes

If your return request is denied, you may escalate through the in-app dispute center. Servana will review and mediate per our Complaint Resolution Policy.

12. Contact

Returns support: support@servana.ng · Include your order number for faster resolution.

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Questions? Contact support@servana.ng or privacy@servana.ng.