Legal & Compliance
Refund & Cancellation Policy
Clear, fair, and transparent guidelines governing order cancellations, item returns, product replacements, and refund processing at Sharpalee.
1. Overview
At Sharpalee Digital Services ("Sharpalee", "we", "our"), customer satisfaction and food safety are our highest priorities. Because we handle fresh groceries, temperature-sensitive produce, beverages, and household goods delivered within minutes, our refund and cancellation terms are designed to balance speed, freshness, and consumer protection in accordance with the Federal Competition and Consumer Protection Act (FCCPA) of Nigeria.
2. Order Inspection Upon Delivery
Mandatory Recipient Inspection at Handoff:
Customers or their authorized representatives are required to inspect delivered items immediately at the time of handoff before the delivery rider departs.
- Verify all item quantities and product brands match your order summary.
- Inspect fresh produce, meats, dairy, and eggs for physical damage or temperature compliance.
- If any item is missing, expired, or damaged, notify the rider immediately and record the issue in the Sharpalee app.
3. Perishable vs. Non-Perishable Goods
Perishable Items (Fresh produce, meats, dairy, baked goods)
Due to food safety standards, perishable items cannot be returned after the rider departs unless a hidden defect or quality issue is reported within 2 hours of delivery with photographic proof.
Non-Perishable Goods (Packaged foods, canned goods, household supplies)
Unopened non-perishable goods in their original factory seal can be reported for return or exchange within 24 hours of delivery if defective or incorrectly fulfilled.
4. Order Cancellation Guidelines
- Before Dispatch / Preparation: You may cancel your order free of charge at any time before the order status changes to "Preparing" or "Dispatched". Full refunds will be credited immediately to your Sharpalee Wallet or payment card.
- After Dispatch: Once a delivery rider has been assigned and dispatched with your order, cancellations are subject to a return fee covering logistics and perishable product handling costs.
- Platform Cancellations: Sharpalee reserves the right to cancel an order if items are out of stock, if fraud is detected, or if the delivery address is outside safe operational zones. In such cases, 100% of payment will be refunded immediately.
5. Approved Refund Methods & Processing Timelines
Once a refund or item adjustment is approved by our customer resolution team:
Credited instantly to your Sharpalee Wallet for future orders.
Processed via Paystack / Flutterwave back to your bank account within 24 to 72 business hours (depending on your bank issuer).
6. Contact Support for Refund Claims
To submit a refund or item dispute claim, open your completed order in the app or contact our customer support team:
Sharpalee Customer Claims Resolution
Email: support@sharpalee.com
Hotline: +234 708 498 8228
Operating Hours: 24/7 Live Support
Effective Date: July 29, 2026