This policy explains how Ogmay handles requests concerning returns, damaged or incorrect items, missing products, cancellations, replacements and refunds for orders placed through ogmay.com. Because Ogmay sells food and drinks, product condition, food safety and hygiene may affect the options available. Nothing in this policy is intended to remove rights available to customers under applicable law.
1. Contact Ogmay Before Returning an Item
Please contact Ogmay before sending an item back. Provide your order number, the product involved, a description of the issue and photographs where helpful. Do not send products to an address other than one confirmed by Ogmay. For food and drinks, do not return or transport a product in a way that could create a safety risk.
2. When to Contact Us
Please inspect your order as soon as reasonably possible after delivery. If an item is missing, damaged, leaking, tampered with, spoiled, incorrect or materially different from its description, contact Ogmay promptly. Where practicable, report visible delivery problems within 48 hours so that we can investigate quickly. This requested reporting window is an operational request and does not limit rights under applicable law.
3. Faulty, Damaged, Unsafe or Incorrect Products
If you receive a product that is damaged, faulty, unsafe, incorrect, incomplete or materially misdescribed, Ogmay will review the issue and offer an appropriate resolution in line with the circumstances and applicable law. Depending on the case, this may include a replacement, exchange, refund or another lawful remedy. Please keep the packaging and product where it is safe and reasonable to do so, as photographs or inspection may help with the assessment.
4. Food and Drink Safety
Do not consume food or drink that appears spoiled, contaminated, tampered with, leaking or otherwise unsafe. Keep the item separate from other food where appropriate and contact Ogmay for instructions. If a product requires refrigeration or other specific storage, follow the label instructions while the issue is being reviewed. Do not return a potentially unsafe item without first receiving instructions.
5. Change-of-Mind Returns
Because food and drinks may be perishable or hygiene-sensitive, change-of-mind returns may be limited and are not automatically accepted. Any change-of-mind return must be requested promptly and will depend on the product type, whether it is sealed and unused, its storage requirements, its condition and applicable law. Ogmay should clearly disclose the actual return window and product-specific rules before purchase. These restrictions do not remove rights relating to faulty, unsafe, incorrect or misdescribed goods.
6. Products That May Not Be Eligible for Change-of-Mind Returns
Where lawful and clearly disclosed before purchase, change-of-mind returns may be restricted for perishable goods, products requiring special storage, opened or unsealed food and drink, items that cannot safely be resold for hygiene reasons, or goods damaged after delivery through customer handling. Any restriction must be applied fairly and must not override statutory rights.
7. Missing Items and Order Errors
If an item is missing from your delivery or you receive an item you did not order, contact Ogmay with your order number and details. We will check the order and delivery information and, where appropriate, arrange delivery of the missing item, collection or return of an incorrect item, a replacement or a refund.
8. Return Delivery Costs
If a return is needed because Ogmay supplied a damaged, faulty, unsafe, incorrect or materially misdescribed item, contact us before arranging return delivery so we can explain the process and how reasonable costs will be handled. For an eligible change-of-mind return, the customer may be responsible for return delivery costs where this has been clearly disclosed and is permitted by law.
9. Refund Method and Timing
Approved refunds will generally be made through the original payment method where practical and legally appropriate. If that method is unavailable, Ogmay may contact you to agree on a lawful alternative. As a proposed operational target, Ogmay aims to initiate approved refunds within 5–10 business days after approval or completion of the necessary assessment. The time for funds to appear may depend on the bank or payment provider. Confirm this target with the finance and payment teams before publication.
10. Order Cancellations
If you wish to cancel an order, contact Ogmay as soon as possible and provide your order number. Cancellation may be possible before processing or dispatch. Once an order has been dispatched, the request may need to be handled through this returns process. Any refund or cancellation will be handled in accordance with applicable law and the terms disclosed at checkout.
11. Replacements and Substitutions
A replacement or substitute product will only be supplied with the customer’s agreement where agreement is required. If the original item is unavailable and a suitable replacement cannot be agreed, Ogmay will discuss an appropriate alternative or refund in accordance with applicable law.
12. Contact Ogmay
For returns, refunds and order concerns, contact:
- Address: 4 Oremeji Street, off Medical Road, Ikeja, Lagos, Nigeria
- Phone: +234 915 945 2599
- Website: ogmay.com