ShipCamp Technologies Limited ("ShipCamp") is a technology-enabled logistics and shipment management platform registered under CAMA 2020. This Policy governs all return, reversal, and refund requests made through the ShipCamp platform, app, or authorised service channels, and is compliant with the Federal Competition and Consumer Protection Act 2018 (FCCPA). It is read together with our Terms and Conditions and Privacy Policy.

• Failed Delivery: After three (3) unsuccessful delivery attempts attributable to ShipCamp, the sender may request a free return-to-origin.

• Damaged in Transit: Report within 48 hours of delivery with photographic evidence. Eligible where damage is caused by ShipCamp's handling and the item was adequately packaged.

• Wrong Item Delivered: Where the error is attributable to ShipCamp or its logistics partners.

• Recipient Rejection / Non-Collection: ShipCamp initiates a return-to-sender. Return cost is borne by the sender unless the rejection is due to ShipCamp's error.

• Pre-Pickup Cancellation: Full refund of prepaid service fees if cancelled before ShipCamp collects the item.

No return or refund will be granted for:

• Shipments of Prohibited Items (firearms, narcotics, incorrectly declared perishables, currency, etc.);

• Damage from inadequate packaging by the sender;

• Delays caused by customs, port congestion, or government action;

• Claims filed more than seven (7) calendar days after delivery or estimated delivery date;

• Change of mind after pickup; inaccurate sender information; or items restricted from re-import into Nigeria.

• Step 1 – Initiate: Via the ShipCamp app ("My Shipments" → "Request Return"), or email support@shipcamp.ng with subject "Return Request – [Tracking No.]".

• Step 2 – Documentation: Submit within 48 hours — booking confirmation/waybill, photos/video of damage or issue, written description.

• Step 3 – Assessment: ShipCamp reviews within five (5) Business Days of receiving complete documentation.

• Step 4 – Execution: Upon approval, ShipCamp arranges collection and return, and notifies the Customer with tracking details.

• Approved refunds will be processed within 7–14 business days.

• Refunds will be issued via the original payment method.

• You may choose a replacement instead of a refund (subject to availability).

Refunds apply to: (a) pre-pickup cancellations; (b) shipments lost in transit due to ShipCamp's fault; and (c) shipments damaged in transit due to ShipCamp's handling — both (b) and (c) subject to declared value and insurance coverage.

Method & Timeline:

• Card payments: 7–10 Business Days (subject to issuing bank processing).

• Bank transfer: 3–5 Business Days.

• ShipCamp Wallet Credit: 1–2 Business Days.

Refunds are made to the original payment method. Where unavailable, Wallet Credit is issued. No cash refunds.

VAT and statutory levies, customs duties already paid, admitted insurance premiums, and service fees for completed deliveries are non-refundable.

VAT and statutory levies, customs duties already paid, admitted insurance premiums, and service fees for completed deliveries are non-refundable.

• Insured shipments: Up to the insured/declared value, subject to insurance policy terms.

• Uninsured shipments: Lesser of 5× the service fee paid or ₦20,000.00.

• ShipCamp is not liable for indirect, consequential, or special losses (e.g. lost revenue or profit).

Customers are strongly advised to declare accurate values and purchase insurance for high-value items.

International returns are subject to the import/export laws of both countries. Customs duties on returned items are the sender's responsibility unless the return is attributable to ShipCamp's error. Return timelines are estimates only and may vary due to customs or carrier procedures.

• Internal Escalation: Email disputes@shipcamp.co within ten (10) Business Days of the assessment outcome. ShipCamp responds within five (5) Business Days.

• Regulatory Redress: Unresolved complaints may be escalated to the Federal Competition and Consumer Protection Commission (FCCPC) under the FCCPA 2018.

• Arbitration: Disputes may be referred to the Lagos Court of Arbitration (LCA) in accordance with the Arbitration and Conciliation Act, Cap. A18, LFN.

ShipCamp affirms all consumer rights guaranteed under FCCPA 2018. No provision of this Policy is intended to, or shall, override mandatory consumer protection rights under Nigerian law.

• Amendments: Material changes notified 14 days in advance via email or in-app. Continued use constitutes acceptance.

• Governing Law: Laws of the Federal Republic of Nigeria; courts of Lagos State.

• Contact: support@shipcamp.co | disputes@shipcamp.co | Monday–Friday, 8:00 AM – 6:00 PM WAT.