Terms of Service
Last Updated: August 2026
1. Introduction & Overview
Welcome to Kiki ("Kiki Marketplace", "we", "us", or "our"). By accessing or using our platform at kiki.com.ng, storefront services, or related applications, you agree to be bound by these Terms of Service.
2. Marketplace Services & Merchant Role
Kiki provides an e-commerce platform linking buyers with independent local merchants and service providers. Products and services listed on the platform are fulfilled directly by the respective merchants unless explicitly indicated otherwise.
3. User Responsibilities & Account Security
Users are responsible for ensuring accurate transaction information during checkouts. Any unauthorized use of accounts or payment credentials must be reported to Kiki customer support immediately.
4. Payments & Billing
Payments processed through Kiki utilize secure third-party payment partners (such as Paystack). All prices and shipping charges are charged in Nigerian Naira (NGN) as presented at checkout.
5. Return, Refund & Exchange Policy
Kiki is an open multi-vendor marketplace connecting customers with independent Nigerian merchants, artisans, and businesses. Because products and services are owned, prepared, and dispatched directly by individual sellers:
5.1 Merchant-Specific Return Terms
Each merchant independently determines their store's specific return window, accepted return conditions, and exchange policies. These terms are prominently displayed on the merchant's storefront and individual product detail pages. Buyers are encouraged to review these store-specific conditions prior to placing an order.
5.2 Platform Baseline Buyer Protection (Damaged, Defective, or Incorrect Goods)
Notwithstanding individual merchant terms, Kiki guarantees standard baseline buyer protection for all verified orders:
- Reporting Window: If an item arrives defective, damaged, expired, or materially different from its product listing, the buyer must report the issue within 48 to 72 hours of delivery.
- Evidence Requirements: Buyers should provide clear photographs or video evidence showing the defect, original packaging, and tracking/order ID.
- Remedy: Upon verification, the selling merchant is required to either provide a direct replacement at no additional delivery cost or issue a full refund for the item and associated delivery charges.
5.3 Product Exchanges & Sizing Swaps
Product exchanges (such as alternative sizes or colors) are facilitated where stock is available and subject to the merchant's policy. In non-defective exchange scenarios, the customer may be responsible for the return courier fees.
5.4 Non-Returnable & Final Sale Items
Unless defective upon arrival, the following categories are generally exempt from returns and refunds:
- Perishable goods (food, fresh groceries, flowers).
- Customized, bespoke, or made-to-order goods.
- Personal care, cosmetics, swimwear, or intimate items with unsealed hygiene seals.
- Digital goods or downloaded software.
5.5 Refund Disbursement & Processing Timelines
Approved refunds (including cancelled unfulfilled orders or verified returns inspected by the merchant) are credited back to the buyer's original payment method via our payment partner (Paystack) within 3 to 5 business days. No cash refunds are issued.
5.6 How to Initiate a Return or Dispute
To report an issue or initiate a return:
- Contact the merchant directly via the phone number or messaging details provided on your order confirmation.
- If you are unable to resolve the issue with the seller within 48 hours, escalate the dispute to Kiki Customer Support by emailing hello@kiki.com.ng with your Order Reference.
6. Platform Intellectual Property
All branding, designs, logos, software, and dynamic features on kiki.com.ng are owned by Kiki and protected under applicable trademark and copyright laws.