Return and Refund Policy

Effective Date: August 2, 2025
Business Name: Oneup Plaza
Registered Address: Latrikunda Yiriganya, The Gambia
Email: info@oneupplaza.com
Phone: 2368941

  1. General Policy Statement

At Oneup Plaza, we aim to ensure that all customers are fully satisfied with their purchases. We recognize that circumstances may arise in which a product does not meet expectations due to defects, inaccuracies, or delivery issues. This Return and Refund Policy governs the terms and conditions under which products may be returned, exchanged, or refunded, and is designed to balance customer protection with fair trading practices for our sellers and partners.

By placing an order through our Platform, you agree to be bound by the terms set forth herein, as well as any vendor-specific return conditions made available at the time of purchase.

  1. Eligibility for Return

Products purchased on the Oneup Plaza platform may be eligible for return under the following conditions:

  • The item is defective, damaged, incomplete, expired, or significantly different from the listing description or image.
  • The item was delivered incorrectly, i.e., you received the wrong product.
  • The product is returned in its original condition, unused, with all seals, tags, packaging, manuals, accessories, and promotional materials intact.
  • The return request is submitted within the applicable return window, as detailed in Section 3.

Items that are not eligible for return include:

  • Perishable goods (e.g., food, flowers)
  • Personal care products (e.g., creams, cosmetics) once opened
  • Underwear, swimwear, or intimate items
  • Digital products or downloadable content
  • Gift cards or top-up vouchers
  • Custom-made or personalized items
  • Products explicitly marked as non-returnable
  1. Return Windows and Timelines

Return requests must be submitted within the following timeframes:

  • General Products: 7 calendar days from the date of delivery
  • Electronics: 7–14 calendar days depending on warranty or vendor policy
  • Fashion & Footwear: 5 calendar days (for unworn and tagged items)
  • Defective Items (DOA): Must be reported within 48 hours of delivery

If your return request is approved, the product must be returned to us or to an authorized pickup point within 5 business days.

  1. Return Process

To initiate a return, please follow these steps:

  1. Log in to your Oneup Plaza account and navigate to your order history.
  2. Select the order you wish to return and submit a return request, including:
    • Order number
    • Product name and quantity
    • Reason for return
    • Photo or video evidence (if applicable)
  3. Our customer support team will review your request and provide further instructions.

If the item is eligible, we will arrange for pickup, courier drop-off, or pickup point return, depending on your location and delivery method.

  1. Inspection and Approval

All returned items are subject to inspection by Oneup Plaza or the vendor to verify the validity of the return claim. We reserve the right to reject a return if:

  • The item has been tampered with, used, or damaged after delivery
  • The return was not initiated within the applicable timeframe
  • The claim was found to be fraudulent or abusive

If your return is rejected, the item will be returned to you, and no refund will be issued.

  1. Refund Terms and Conditions

Upon successful inspection and acceptance of a returned item, refunds will be issued within 7 to 14 business days, depending on your original method of payment. Refunds may be processed as:

  • Reversal to original payment method (e.g., mobile money, debit/credit card)
  • Store credit or wallet balance, upon your request or where applicable
  • Cash refund, only in exceptional cases and where electronic reversal is not feasible

Shipping fees and handling charges are non-refundable, except in cases where the item was delivered in error, defective, or damaged.

  1. Exchange Policy

In some cases, customers may request an exchange instead of a refund. Exchanges are subject to product availability and vendor approval. If the requested replacement is unavailable, a refund will be issued instead.

  1. Vendor-Specific Return Conditions

Certain products sold by independent vendors on Oneup Plaza may be subject to individual return policies, including longer warranty periods or stricter return guidelines. Such policies, where applicable, will be clearly stated on the product page. In case of conflict between this Return Policy and the vendor’s specific terms, the stricter condition will apply unless otherwise stated.

  1. Liability Disclaimer

Oneup Plaza shall not be held liable for any damage, delay, or loss arising from customer misuse, poor handling, natural wear and tear, failure to follow installation instructions, or unauthorized modifications after delivery. We also do not guarantee outcomes related to subjective preferences such as “not liking the color” or “changed my mind,” except where provided by law or vendor policy.

  1. Dispute Resolution

If a return or refund dispute arises and cannot be resolved between the customer and the seller, the matter may be escalated to Oneup Plaza’s resolution team. Our final decision, based on evidence submitted by both parties, shall be binding unless otherwise required by a court of competent jurisdiction.

  1. Contact Information

For all return-related inquiries, you may contact our Customer Service Department or Returns Desk:

returns@oneupplaza.com
Latrikunda Yiriganya, The Gambia
2368941