Terms of sale and use

1. Who we are

NaijaCrate (naijacrate.com) is an online Nigerian marketplace run from Lagos. We sell Lagos market food and groceries, fabrics and fashion, made-to-measure tailoring, beauty products, hair, cultural wear and jewellery, printing and personalised gifts, souvenirs and gift crates, and we arrange services in Nigeria for people at home and abroad. In these terms "we", "us" and "our" mean the operator named below, and "you" means the person buying.

These terms apply to every order and quote and to your use of the site. Please read them with our returns and refunds policy, our shipping and delivery page and our privacy notice, which form part of these terms. By placing an order or accepting a quote you agree to them.

2. Using the site and your account

• You can shop as a guest, create an account with your email address and a password, or sign in with Google or Yahoo.
• You must be at least 18 to place an order or open an account.
• Keep your details accurate and your password private. Tell us at once if you think someone else has used your account.
• Do not use the site to commit fraud, to place orders you do not intend to pay for, to test stolen cards, or to interfere with how the site works. We may suspend or close an account that is used in these ways.
• You can delete your account at any time on the Delete your account page. We keep order records as the privacy notice explains.
• The photographs, text and design of the site belong to us or to the people who licensed them to us. Brand names belong to their owners; we use them only to describe the genuine goods we sell, and their use does not mean the brand owner endorses NaijaCrate.

3. Prices and currencies

Our prices are set in naira (NGN), and every price we show includes the naira amount. You can also choose to see prices in another currency, such as pounds sterling, US dollars or Canadian dollars. Those figures are converted from naira at an exchange rate we update daily and are a guide only.

The checkout shows, before you pay, the price of every item, the delivery charge, any tax or duty we collect, and the total you will be charged and the currency it will be charged in. You are not charged more than that total for those items, apart from any top-up for items sold by weight that you agree to in advance (see Items sold by weight, below).

If you pay with a card issued outside Nigeria, your bank converts the charge into your own currency at its rate and may add its own fee. We do not control that rate or fee.

Market prices in Lagos change, so the price of an item can differ from one day to the next. The price that applies is the one shown at checkout when you pay. If we notice an obvious pricing mistake, we will tell you and give you the choice of paying the correct price or cancelling with a full refund.

4. 'Ask for a price' items and quotes

Some items and most services are priced for you individually, for example made-to-measure outfits, bulk or wholesale sourcing, gift crates built to order and services in Nigeria. For these you send us a request and we reply with a written quote.

• A quote gives the price in naira (with a guide figure in your currency if you ask), what is included, the delivery charge, any deposit, the expected timing and the date until which the quote is valid.
• A quote is valid only for the period it states. After that date we may need to send you a new quote, because market prices move.
• A quote is our offer. The contract is made when you accept it by paying the amount the quote asks for.
• We will not raise the price of an accepted quote unless you ask for changes, and then only after we tell you the new price and you agree.

5. Orders and when a contract is made

When you place an order, you make an offer to buy. The contract between us is made when Paystack confirms your payment and we send you an order confirmation by email or on screen. Your order number appears on the confirmation and on the Track an order page.

We may decline or cancel an order, and refund everything you paid for it, if:

• an item is no longer available from our dealers or makers;
• we cannot lawfully send an item to your delivery country;
• the price shown was an obvious mistake and you choose not to pay the correct price; or
• we have good reason to believe the payment is fraudulent.

If we cancel part of an order, we refund that part and deliver the rest, unless you would rather cancel the whole order.

6. Payment

You pay through Paystack, by card (including cards issued outside Nigeria), bank transfer, or the other methods Paystack offers at checkout. You enter your payment details on Paystack's page, not ours, and we never see or store your full card number. For quotes, a deposit may be due before work starts and the balance before dispatch; the quote says when each payment is due. We start buying, making or arranging your order only once Paystack confirms the payment.

7. Items sold by weight

• Market items priced per kilo are weighed at the stall and weighed again when we pack your order. You pay for the actual packed weight.
• If the packed weight is less than you paid for, we refund the difference to the payment method you used, at the latest when the order is dispatched.
• If an item can only be sold in a larger piece (for example a whole fish or a whole tuber), we ask you before we buy it. If you agree, we send you a payment request for the difference before dispatch. If you do not agree, or do not pay it, we send the weight you paid for where that is possible, or leave the item out and refund it.
• Fresh and dried produce varies naturally in size, colour and appearance from batch to batch.

8. Substitutions

We never substitute an item without your consent. If a dealer runs out, we contact you with any alternative we can offer. If you do not agree, or we cannot reach you before the order has to be packed, we leave the item out and refund it in full.

9. Delivery, import duties and restricted goods

We deliver within Nigeria and, for items the checkout offers for your country, abroad. The delivery charge is worked out from the carrier's price for your address and parcel and is shown at checkout before you pay. Delivery times are the carrier's estimates, not guarantees. Our shipping and delivery page explains how this works.

• Duties and taxes abroad. If you are outside Nigeria, your country may charge import duty, VAT, sales tax or similar charges, and the carrier may charge a fee for handling them. You pay these when the carrier asks, unless the checkout says that duties and taxes are prepaid.
• Food and restricted goods. Some foods and other goods cannot be sent to some countries, or need certificates we do not hold for that country. If an order contains such an item, we cancel that item and refund it in full.
• Risk and ownership. The goods are our responsibility until they are delivered to you or to the person you name to receive them. They become yours on delivery.

10. Made-to-measure and personalised goods

Made-to-measure clothing, woven or printed items with names or designs, engraved jewellery and other goods made to your instructions are made only for you.

• You are responsible for the measurements, names, spellings, colours, photos and designs you give us. Please check them carefully; we make what you approve. We may send a proof, a photo or a video for you to approve before we finish or dispatch.
• We make the item to the measurements and design agreed in your quote, with the finishing and the fit allowance described there. If it does not match what was agreed, we will alter it, remake it or refund you, as explained in the returns and refunds policy.
• You can cancel for a full refund until we start work (cutting, weaving, printing or ordering materials made for you). After that, if you cancel, we keep a reasonable charge for the work done and the materials bought for you, and refund the rest. We tell you the charge before we keep it.
• The lead time in the quote is our honest estimate. Hand-woven and hand-made items can vary slightly in colour and pattern.

11. Services in Nigeria

Services such as property sourcing and inspection, airport pickup, event planning, gele tying, hair and makeup, domestic staff sourcing, cleaning, catering, personal shopping, sourcing, school search and errands are carried out by independent providers that we choose and arrange for you.

• Your quote names the provider, what they will do, what we will do, the date or timing, and the price.
• Where the law requires a provider to be licensed or registered (for example estate agents, domestic staff agencies, airport car hire and courier services), we use only providers who hold the licence or registration.
• We arrange each service with reasonable care and skill, take your payment, pass on your instructions, and handle any complaint with you. The provider is responsible for carrying out the work. If a service is not provided on time or to a reasonable standard, we will put it right or refund a fair part of the price, as the returns and refunds policy explains.
• We do not give legal, financial or property investment advice. For property, we report what we and our partner see; decisions to rent or buy, and the contracts for them, are yours.

12. Cancellations, returns and refunds

You can cancel many orders, and return many items, within 14 days of delivery. Some goods cannot be returned because of their nature, such as fresh food, opened hygiene items and goods made to your instructions. The full rules, what you pay and how refunds work are in our returns and refunds policy.

Refunds go back to the payment method you used, through Paystack.

13. Faulty, damaged or wrong goods

Everything we sell must match its description, be of good quality and be fit for its normal purpose. If an item is faulty, damaged in transit, not as described, or is not what you ordered, tell us as soon as you can with your order number and photos. We will repair it, replace it or refund it, and we pay for any return we ask you to make. These rights are in addition to the change-of-mind rights in the returns policy, and they are not limited by it.

14. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses such as lost profit, because our goods and services are for private use.

Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence or that of the people who work for us;
• fraud or fraudulent misrepresentation;
• loss caused by our gross negligence or deliberate wrongdoing; or
• anything else that the law does not allow us to limit or exclude, including your rights under the Federal Competition and Consumer Protection Act 2018 and under the consumer law of the country where you live.

15. Events outside our control

If something outside our reasonable control delays or stops an order, for example a strike, a road or port closure, a carrier failure, severe weather, or a change in the law, we will tell you as soon as we can and do what we reasonably can to limit the delay. If the delay is long, you can cancel and we refund anything we have not delivered.

16. Governing law and your local rights

These terms are governed by the laws of the Federal Republic of Nigeria, and the Nigerian courts can hear any dispute about them.

If you live outside Nigeria and buy as a consumer, you keep the protection of the mandatory consumer laws of the country where you live, and you may also bring a claim in the courts there. Nothing in this section takes away a right those laws give you.

17. Complaints and contact

If something has gone wrong, contact us through our Contact page with your order or quote number and a short description, and photos if they help. We aim to reply within two working days.

If we cannot resolve your complaint, you can contact the consumer protection authority where you live. In Nigeria that is the Federal Competition and Consumer Protection Commission (FCCPC).

NaijaCrate is the seller for every order placed on this site.

18. Changes to these terms

We may update these terms. The version that applies to an order or quote is the one shown here when you placed the order or accepted the quote. The date at the top of this page shows when they last changed.