Returns, refunds and cancelling an order
Last updated: 14 August 2026.
WHO YOU BOUGHT FROM
This matters, because it decides who is responsible.
Shop9ja Grocery — sold to you by Shop9ja Ltd. We are the seller, and everything below is our responsibility.
New Tam Tam Ltd — a separate company selling wholesale on this platform. They are the seller for their own orders.
A marketplace vendor — an independent business selling their own products or services. They are the seller. We take the payment and we will step in if they do not put something right, but the contract is with them.
Your order screen names the store you bought from. If you are not sure, contact us and we will tell you.
CHANGING YOUR MIND — 14 DAYS
If you are a consumer buying at a distance, you can change your mind within 14 days of receiving your goods, for any reason or none. For a service, you have 14 days from when you placed the order.
Tell us inside those 14 days: open the order in the app and tap Request a refund. You then have a further 14 days to send the goods back. We refund within 14 days of getting them back, or of you showing us proof you posted them.
We refund what you paid for the item, plus the standard delivery you paid to receive it. If you chose a faster or more expensive delivery, we refund the standard rate.
You pay the cost of sending goods back when you have simply changed your mind. If the item is faulty or not what was described, we pay — see below.
WHEN THE 14-DAY RIGHT DOES NOT APPLY
The law excludes some things from the change-of-mind right. On this platform that means:
Food that spoils quickly — fresh and frozen items, fresh produce, and hot food prepared to order by a restaurant or takeaway.
Anything sealed for health or hygiene, once you have opened it — for example personal care items.
Anything made or prepared to your specification — a custom cake, tailoring, a bespoke order.
Ambient food is NOT excluded. Tinned, dried, bottled and other long-life groceries are covered by the 14-day right in the normal way, even where they sit under a category name like Vegetables or Dairy.
We assess this per item when you make the request, and we will tell you which rule we have applied and why.
IF SOMETHING IS WRONG WITH IT
This is separate from the 14 days above, and additional to it.
If an item is faulty, damaged, or not as described, you have a right under the Consumer Rights Act 2015 to reject it and get your money back, if you tell us within 30 days of receiving it. After that you can ask for a repair or replacement, and then a price reduction or a refund if that does not fix it.
These rights apply to food, including fresh, frozen and perishable items. Nothing above about spoilage takes them away.
You do not pay to return a faulty or misdescribed item.
HOW TO START ONE
Open the order in the app and tap Request a refund. Tell us what is wrong and whether you have changed your mind or there is a problem with the item — it decides which rules apply.
A person reviews every request. You will see the outcome on the order, and we will tell you the reason if we turn it down.
Please use the in-app request rather than email. It is the only route that is tracked against your order.
WHAT YOU GET BACK
Refunds go to the way you paid. Wallet-paid orders are refunded to your Shop9ja Credit balance.
Refunds can be partial where only part of an order is affected.
One payment can cover more than one order. If your basket included items from different sellers, it was split into separate orders and each is refunded on its own.
SERVICES AND BOOKINGS
These work differently, so read this rather than the section above.
Cancel a booking before the appointment and inside the provider's cancellation window, and it is refunded automatically — you do not wait for anyone.
After the appointment has passed, the same button reports a problem instead. The money is held while someone looks at it; it is not refunded automatically.
If you asked for a service to start inside your 14-day cancellation period and then cancel, you may be charged for what has already been done.
THE SELLER'S OWN POLICY
Vendors set their own returns terms and may offer more than the law requires — a longer window, free return postage. They cannot offer less. If a vendor's policy conflicts with anything on this page, this page and your legal rights come first.