Ifiok wants every customer to get what they paid for. This policy explains when refunds apply, how to request one, and how long it takes. It is aligned with the Federal Competition and Consumer Protection Act (FCCPA) consumer-rights provisions.
When you are entitled to a refund
You are entitled to a refund or a free reproduction in the following cases:
- The product was not delivered within the agreed delivery window AND the delay was not caused by an address error or other circumstance under your control.
- The product is defective on arrival — for example, ink smudging, mis-cut sheets, wrong substrate, structural damage that affects use.
- The product does not match the design proof you approved — wrong artwork, wrong colours outside agreed tolerance, wrong quantity, wrong size.
- You were charged but the order was cancelled by Ifiok or the printer.
When refunds usually do not apply
Custom-printed work is generally not refundable when the product is correct, delivered on time, and matches the proof you approved. In particular:
- Colour variations that fall within commercial print tolerance (typically ±5%) when no calibrated proof was specifically requested.
- Design choices you approved at proof stage (e.g. small text, low-contrast pairings, image resolution flagged in our editor before checkout).
- Quantity over-runs or under-runs within ±5% — standard print-industry tolerance.
- Personal preference ("I changed my mind") on custom items already produced.
If you spot an issue, talk to us — many edge cases are resolved by reprint or partial refund based on the specifics.
How to request a refund
- Raise it in the order chat first. Most issues resolve there. Include photographs of the defect or screenshots of the design discrepancy.
- If the order chat does not resolve it within 48 hours, email support@ifiok.ng with your order reference. Ifiok's dispute team will mediate.
- We may ask you to return defective items (at our cost) so the printer can inspect.
Time window
You must raise a refund request:
- For defective or wrong items: within 7 days of delivery.
- For non-delivery: within 14 days of the agreed delivery date.
Requests outside these windows may still be considered if delay was caused by reasonable circumstances (e.g. you were travelling) but we cannot guarantee resolution.
Timeline
Once a refund is approved:
- Card refunds (Paystack / Flutterwave): 5-14 business days back to the original payment method.
- Bank transfer refunds: 3-7 business days to the original account.
Bank processing times are outside our control; the delay is between the payment processor and your bank, not within Ifiok.
Partial refunds
For partial defects (e.g. 90 of 100 cards are perfect, 10 are mis-cut), we typically reproduce the affected portion or refund the prorated value, at your choice.
Chargebacks
Please contact us before filing a chargeback with your bank or card issuer. Chargebacks filed without first raising the issue with Ifiok are a breach of our Terms of Service and may result in account suspension while we investigate. Almost every dispute resolves faster directly with us.
Your statutory rights
Nothing in this policy reduces your rights under the FCCPA or other Nigerian consumer-protection law. If you believe a refund has been wrongly denied, you may also contact the Federal Competition and Consumer Protection Commission (FCCPC).
Contact
This is a starter draft pending Nigerian-lawyer review. Final wording supersedes when the review completes.