IWMN Returns and Refunds Policy

I Want My Needs Ltd ("IWMN", "we", "us") · 7b Remibol Estate, Ikotun, Lagos Effective date: 27 October 2026 · Version: 1.0

This policy explains how returns and refunds work on IWMN. It covers two kinds of purchase:

• IWMN Store items: products we own, keep at our warehouse and sell ourselves ("Sold by IWMN").
• Request deals: items found by an IWMN agent from a third-party seller, after you post a need.

Nothing in this policy limits your rights under the Federal Competition and Consumer Protection Act 2018 or any other Nigerian law. Where the law gives you more, the law applies.

1. IWMN Store items

1.1 Return window

You can start a return within 7 days of delivery for any of these reasons:

Report a problem early. Use Report a problem on the order in the app, ideally during the inspection window, which is usually 48 hours after delivery. Payment is still on hold then, so we can resolve things faster. You can still return eligible items until day 7.

1.2 Condition of returned items

To be accepted, a returned item must:

1. Be complete, with all accessories, manuals, free gifts and original packaging.
2. Keep any IWMN tamper tape, serial or IMEI labels and warranty cards.
3. Be free of new damage caused after delivery (cracks, liquid damage, missing parts).
4. For phones, tablets and laptops: be signed out of all accounts (Apple ID, Google, Samsung), with screen locks, passwords and "Find My" turned off. We cannot accept a locked device.

Please back up and then remove your personal data before returning a device. We wipe returned devices, but we are not responsible for data left on them.

1.3 Change of mind

• Allowed only for brand-new items returned unopened, with the factory seal intact, within 7 days of delivery.
• Not available for used items (UK used, Nigerian used, refurbished or graded items), or for any item whose factory seal has been broken.
• You pay the return delivery. The original delivery fee is not refunded.

1.4 Items that can't be returned for change of mind

These can still be returned if they arrive wrong, damaged, defective, not as described or counterfeit:

• Personal care, cosmetics, underwear and swimwear, for hygiene reasons
• Food, drinks and other perishable goods
• Software, gift cards, airtime, licences and other digital goods once delivered or activated
• Items made or customised to your order
• Items marked "final sale" on the product page before you bought them

1.5 How to return an item

1. Open the order in the app and tap Report a problem, or message us on WhatsApp at 0913 695 9818.
2. Choose the reason and add photos or a short video showing the problem.
3. We reply within 1 business day with the next step: pickup, drop-off at an IWMN or partner location, or a remote fix.
4. Hand over the item within 3 business days of our reply, or the return request closes.
5. We inspect the item at our warehouse within 3 business days of receiving it and tell you the outcome.

If the inspection doesn't confirm the reason given (for example, the device works normally or has new damage), we will explain why and send the item back to you. We may charge the delivery cost for a change-of-mind return that fails the condition rules in 1.2.

1.6 Refunds

• IWMN credit: added to your IWMN wallet within 24 hours of the return being approved. Usable in the Store and on requests.
• Original payment method (card, transfer or USSD through our payment provider): we start the refund within 2 business days of approval. Your bank may take a further 3 to 10 business days to show it.
• What we refund: the item price. We also refund the delivery fee when the return is our fault (wrong, damaged, defective, not as described or counterfeit). Any IWMN credit you used is returned as credit.
• Before dispatch: if you cancel a Store order before it is dispatched, you get a full refund, including delivery.

1.7 Warranty

Where a product page states a warranty (manufacturer's or IWMN's), that warranty applies on top of this policy. For a fault that appears after the 7-day return window but within the warranty period, contact us and we will arrange repair or replacement under the warranty terms.

2. Request deals (items sourced by IWMN agents)

These items are sold by independent sellers found by our agents, so different rules apply.

1. Inspection window. After delivery you have an inspection window, usually 48 hours, shown in the app. We hold your payment through IWMN Assured until you confirm the item matches, or until the window ends with no problem reported.
2. Report a problem during the window if the item is wrong, damaged, defective, not as described or counterfeit. Payment stays on hold while we investigate with you, the agent and the seller.
3. Possible outcomes after review: return and full refund, partial refund, replacement, or release to the seller if the claim is not supported by the evidence.
4. Change of mind is not available on request deals, because the item was sourced to your stated need and accepted by you.
5. After the window closes and payment is released, we will still help you pursue the seller for a defect or counterfeit item, but we can no longer hold or recover the payment ourselves.
6. Priority fees are refunded as IWMN credit if we cannot find your item. They are not refunded if you walk away from in-budget, in-spec offers without a valid reason. See the Terms of Service.

3. Delivery

Delivery fees depend on your location and are shown at checkout before you pay. Fees and delivery times are set with our logistics partners and may change. Delivery estimates are given as "usually" and are not guarantees. If a delivery is lost or never arrives, we treat it as "not delivered" and offer a full refund or re-delivery.

4. Contact

• In the app: Profile › Help and disputes
• WhatsApp: 0913 695 9818
• Email: info@iwmn.ng
• Post: I Want My Needs Ltd, 7b Remibol Estate, Ikotun, Lagos

If you are not satisfied with how we handled your complaint, you can contact the Federal Competition and Consumer Protection Commission (FCCPC).