Exchange Policy
ASH-LUXE NIGERIA LIMITED
TERMS OF SALE, RETURNS, EXCHANGES & REFUNDS POLICY
1. Introduction and Scope
This document governs all sales and transactions carried out by Ash-Luxe Nigeria Limited (“Ash-Luxe”, “we”, “us”, or “our”) through our website, pop-ups, wholesale channels, WhatsApp, social media platforms, and any other officially authorised sales channels expressly designated by us from time to time (collectively, the “Platform”).
This Policy sets out the terms applicable to:
- the formation of your contract with us;
- the purchase and delivery of Products;
- wholesale and retail transactions; and
- all returns, exchanges, refunds, and post-sale processes.
By placing an Order or purchasing Products from Ash-Luxe, you confirm that you have read and agree to be bound by this Policy.
2. Definitions
In this Policy:
A “Customer” means any individual or entity purchasing Products from Ash-Luxe, including retail and wholesale buyers.
A “Wholesale Customer” means any Customer purchasing Products for resale, distribution, or commercial purposes.
“Delivery Date” means the date on which an Order is delivered to the Customer or their authorised representative.
“Order” means a request to purchase Products submitted via the Platform.
“Products” means all items offered for sale by Ash-Luxe, including apparel, accessories, and limited-edition goods.
“Return”, “Exchange”, and “Refund” shall have the meanings assigned to them in their respective operative clauses in this Policy.
“Final Sale Products” means Products expressly designated as non-returnable and non-exchangeable.
“Local Orders” are Orders delivered within Nigeria, while “International Orders” are those delivered outside Nigeria.
“Quality Control (QC)” means the inspection process conducted to verify compliance with return conditions.
“Working Days” means any day excluding Saturdays, Sundays, and public holidays in Nigeria.
3. Order Acceptance and Contract Formation
All Orders are subject to acceptance by Ash-Luxe. An Order shall only be deemed accepted when the Product is dispatched and such dispatch is confirmed to you.
We reserve the right to refuse or cancel any Order, including in cases of stock unavailability, pricing errors, payment issues, or inability to verify Customer details.
Ownership of Products passes only upon full payment.
4. Pricing, Payment and Product Information
All prices are as displayed or communicated at the time of Order. Full payment is required prior to dispatch, unless otherwise agreed in writing for Wholesale Customers.
Products may vary slightly in colour, packaging, or specifications due to production or display variations. All measurements and descriptions are indicative and subject to reasonable tolerances.
Customers are responsible for ensuring that all specifications, quantities, and delivery details are accurate at the time of Order.
5. Delivery and Risk
Delivery timelines are estimates only and may be affected by factors outside our reasonable control.
Risk in the Products passes to the Customer upon delivery to the Customer or their authorised representative, or upon delivery to the designated carrier for dispatch, as applicable.
6. Wholesale Orders
Unless otherwise expressly agreed in writing:
- Wholesale Orders are final and non-returnable;
- Exchanges and refunds shall not apply to Wholesale Customers;
- Any defects or discrepancies must be reported within forty-eight (48) hours of delivery;
- Claims relating to shortages, damage, or defects must be supported with evidence.
Ash-Luxe reserves the right to determine the appropriate remedy, which may include replacement or credit at its discretion.
7. Returns and Exchange Notification (Retail Customers Only)
Retail Customers must notify Ash-Luxe of their intention to return or exchange a Product within forty-eight (48) hours of delivery.
Notification must be made via customerservices@ashcorpgroup.com.
This requirement is strict and constitutes a condition precedent to eligibility for any return, exchange, or refund.
8. Return Timelines
Following valid notification:
- Local Orders must be returned within five (5) Working Days;
- International Orders must be returned within fourteen (14) Working Days.
Failure to comply will render the return ineligible.
9. Condition of Returned Products
Returned Products must be:
- unused, unworn, and in original condition;
- free from damage, stains, or alteration;
- returned with all original tags, packaging, and accessories intact.
Products that fail to meet these conditions will be rejected and returned at the Customer’s expense.
10. Non-Eligible Products
The following are not eligible for return, exchange, or refund:
Final Sale Products, personalised or custom-made items, gift cards, and any Product not meeting the return conditions set out in this Policy.
11. Return Process and Shipping
Upon approval, Customers will receive return instructions.
Return shipping costs are borne by the Customer, except where the Product delivered was defective or incorrect.
Products must be securely packaged to prevent damage during transit.
12. Quality Control and Inspection
All returned Products are subject to Quality Control inspection, which may take up to three (3) Working Days.
Products that fail inspection will not qualify for exchange or refund.
13. Exchanges
Where a Product passes Quality Control, exchanges may be processed subject to availability.
Where the requested Product is unavailable, Customers may select an alternative Product, subject to payment of any price difference.
14. Refunds
Refunds are not an independent right and shall arise only where a Product:
- satisfies all return eligibility conditions;
- passes Quality Control inspection; and
- is not available for exchange, or where a refund is otherwise approved by Ash-Luxe.
All conditions applicable to returns and exchanges shall apply equally as conditions precedent to any refund.
Refunds, where approved, will be processed within ten (10) to fourteen (14) Working Days and issued via the original payment method.
Ash-Luxe reserves the right to prioritise exchange over refund.
Shipping fees, customs duties, and related charges are non-refundable, except where the return arises from an error attributable to Ash-Luxe.
15. Faulty or Incorrect Products
Customers must report defective or incorrect Products within 48 hours of delivery, with supporting evidence.
Where confirmed, Ash-Luxe will determine the appropriate remedy, which may include replacement or refund.
16. Order Cancellations
Orders may be cancelled within twenty-four (24) hours of placement, unless already processed or dispatched.
17. Uncollected and Undeliverable Orders
Where a Customer fails to accept delivery, provides incorrect delivery details, or otherwise causes delivery to be unsuccessful, the Product shall be deemed available for redelivery or collection and the Customer shall be notified accordingly.
The Customer is required to arrange redelivery or collection within two (2) Working Days from the date of such notification.
Where a Product remains uncollected or undelivered after this period:
- storage charges of ₦2,000 per day shall accrue from the third (3rd) Working Day following notification;
- risk in the Product shall pass to the Customer from the third (3rd) Working Day; and
- Ash-Luxe shall not be liable for any loss, damage, or deterioration of the Product thereafter.
The Product shall not be released, redelivered, or otherwise made available to the Customer until all accrued storage charges have been paid in full.
Where a Product remains uncollected or undelivered for more than fourteen (14) Working Days from the date of notification, Ash-Luxe reserves the right, upon prior notice to the Customer, to resell, reallocate, or otherwise dispose of the Product without liability, and no refund shall be due.
Where Ash-Luxe elects not to exercise this right immediately, storage charges shall continue to accrue without prejudice to its rights under this clause.
18. Credit Note (Platform Credit)
Ash-Luxe may, at its sole discretion, issue a credit note in place of a refund.
Such credit note shall:
- be non-transferable and non-redeemable for cash;
- be valid strictly for use against future purchases on the Ash-Luxe Platform; and
- be subject to such additional terms and conditions as Ash-Luxe may determine from time to time.
Where a credit note is issued, the Customer may apply it toward any available Products on the Platform, subject to availability and any applicable price differences.
Where no alternative Product is selected at the time of issue, the credit note shall remain valid for future use within a validity period determined by Ash-Luxe, which shall not exceed three (3) months from the date of issue.
19. Limitation of Liability
Ash-Luxe shall be liable only for direct and reasonably foreseeable losses arising from its breach of this Policy.
Ash-Luxe shall not be liable for indirect, incidental, or consequential losses, or for delays outside its reasonable control.
20. Amendments
Ash-Luxe reserves the right to amend this Policy at any time. The version applicable shall be that in force at the time of the Order.
21. Governing Law
This Policy shall be governed by the laws of the Federal Republic of Nigeria.