Return & Refund Policy
Last updated: December 5, 2025
Introduction
This Return & Refund Policy ("Policy") governs returns, exchanges, and refunds for products purchased through Agoravibe, a division of Ebus Holding. This Policy applies to all transactions made through our platform, whether you purchase directly from Agoravibe or from third-party vendors using our platform.
Please read this Policy carefully before making a purchase. By making a purchase, you agree to be bound by this Policy. Individual vendors may have additional return policies that apply to their products.
Quick Navigation
1. Return Eligibility
1.1. Return Window
You may return most items within 14 calendar days of the date of delivery (or the date you received the item, whichever is later). The return period begins on the day after you receive the item.
Note: Some vendors may offer extended return periods. Check the vendor's store page or product listing for specific return policies.
1.2. Return Conditions
To be eligible for a return, items must meet all of the following conditions:
1.3. Non-Returnable Items
- Personalized, custom-made, or monogrammed products
- Perishable goods (food, beverages, flowers)
- Intimate or sanitary items (underwear, swimwear, cosmetics)
- Digital products, software, or downloadable content
- Gift cards or store credits
- Items damaged by misuse, abuse, or normal wear and tear
- Items returned after the return period has expired
- Items without proof of purchase
2. Return Process
Follow these steps to initiate a return:
Contact the Seller
Contact the vendor/seller through their store page, contact information, or through our platform's messaging system. Include:
- Your order number
- Item(s) you wish to return
- Reason for return
- Photos (if item is damaged or defective)
Obtain Return Authorization
The seller will review your request and provide:
- A Return Authorization (RA) number
- Return shipping address
- Specific return instructions
- Any special packaging requirements
Important: Do not return items without authorization. Returns without an RA number may be rejected.
Package and Ship the Item
Package the item securely:
- Use original packaging if available
- Include all original accessories, tags, and documentation
- Securely wrap the item to prevent damage during shipping
- Include the RA number on the package (write it clearly on the outside)
- Ship to the address provided by the seller
Track Your Return
Keep your shipping receipt and tracking number. You may need these if there are any issues with your return.
Receive Your Refund
Once the seller receives and inspects the returned item, they will process your refund according to Section 3 of this Policy.
3. Refund Methods & Timing
3.1. Refund Processing
Once the seller receives and inspects your returned item, they will process your refund. The inspection typically takes 2-3 business days after receipt.
Refund Processing Timeline
- Inspection: 2-3 business days after seller receives return
- Refund Processing: 5-7 business days after approval
- Credit Card Refunds: 3-5 business days to appear on your statement
- Bank Transfer: 5-10 business days depending on your bank
- Mobile Money: 1-3 business days
- Store Credit: Usually processed within 24 hours
3.2. Refund Methods
Refunds will be issued to the original payment method used for the purchase:
- Credit/Debit Card: Refunded to the original card
- Bank Transfer: Refunded to the original bank account
- Mobile Money: Refunded to the original mobile money account
- Cash on Delivery: May be refunded via bank transfer or store credit
If the original payment method is no longer available, contact the seller to arrange an alternative refund method.
3.3. Partial Refunds
If only part of your order is returned, you will receive a partial refund for the returned items only. Shipping costs are generally non-refundable unless the return is due to seller error.
4. Return Shipping Costs
Seller's Error
If the item is defective, damaged, incorrect, or not as described due to seller error, the seller will cover return shipping costs.
The seller may provide a prepaid return shipping label or reimburse you for shipping costs.
Customer Change of Mind
If you're returning an item due to change of mind, size, or preference, you are typically responsible for return shipping costs.
Some sellers may offer free returns. Check the seller's return policy before purchasing.
Free Return Policies
Some sellers offer free returns as part of their service. This will be clearly indicated on the product page or seller's store policy.
5. Exchanges
Exchanges are subject to product availability and seller policy. To request an exchange:
- Contact the seller within the return period (14 days)
- Specify the item you want to exchange and the desired size, color, or variant
- Follow the return process outlined in Section 2
- You may be responsible for price differences between items
- Additional shipping costs may apply
If the replacement item is not available, you may receive a refund instead. Exchanges are processed at the seller's discretion.
6. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, contact the seller immediately.
Report the issue within 48 hours of delivery for fastest resolution.
- Take clear photos of the damage or defect
- Keep the item and all packaging
- Contact the seller with photos and order details
- Do not use or attempt to repair the item
For damaged or defective items, the seller will typically:
- Arrange a replacement at no additional cost
- Provide a full refund including original shipping costs
- Cover return shipping costs
7. Non-Returnable Items
Certain items cannot be returned for health, safety, or legal reasons. These include but are not limited to:
Custom-made, monogrammed, or personalized products that were made specifically for you.
Food, beverages, flowers, and other items with limited shelf life.
Underwear, swimwear, cosmetics, and personal care items for health and hygiene reasons.
Software, digital downloads, e-books, and online courses (unless defective).
Gift cards, vouchers, and store credits are non-refundable.
8. Platform Role
Agoravibe is a marketplace platform that connects buyers and sellers. While we facilitate transactions and provide dispute resolution support, please note:
- Individual return policies may vary by seller
- Vendors are responsible for their own return and refund processes
- We encourage you to review seller-specific return policies before purchasing
- We provide mediation services if you cannot resolve issues with a seller
We are not a party to transactions between buyers and sellers, except where we act as the payment processor or provide other direct services.
9. Dispute Resolution
If you're unable to resolve a return or refund issue with a seller, you can contact Agoravibe support. Our dispute resolution process:
Step 1: Contact Support
Contact us at info@ebusholding.com with your order number, issue description, and any relevant documentation.
Step 2: Review
We will review your case, communication with the seller, and relevant documentation.
Step 3: Mediation
We will attempt to mediate between you and the seller to reach a fair resolution.
Step 4: Decision
We will make a determination based on our policies and applicable law. This may include processing refunds when appropriate.
Dispute resolution typically takes 5-10 business days, depending on the complexity of the case.
10. International Returns
For international orders, additional considerations apply:
- Return shipping costs are typically the customer's responsibility unless the return is due to seller error
- Customs duties and taxes paid on import are generally non-refundable
- Return processing times may be longer for international shipments
- You may be responsible for any customs fees on returned items
- Some countries have restrictions on certain returned items
Contact the seller before initiating an international return to confirm return procedures and costs.
11. Contact Us
For questions about returns, refunds, or this Policy, contact us:
info@ebusholding.com
0200 387 353
Agoravibe (Ebus Holding)
Madina, Near UPSA
Accra, Ghana