Lagos warns businesses against ‘no refund, no return’ policy

The Lagos State Government has warned businesses operating across the state against enforcing “No Return, No Refund, No Replacement” and “No Cancellation After Payment” policies, saying such conditions cannot override the rights guaranteed to consumers under the law.

A statement by the Lagos State government said the warning was issued by the Lagos State Consumer Protection Agency, LASCOPA, which reaffirmed the state’s commitment to protecting consumers and promoting fair trade practices.

The General Manager and Chief Executive Officer of LASCOPA, Afolabi Solebo, said while businesses are free to set reasonable terms and conditions, such policies must not deny consumers their legal rights, especially where goods are defective, unsafe, falsely described or unfit for the purpose made known to the seller before purchase.

According to him, consumers are entitled to fair treatment and should not be forced to accept defective goods or services simply because a business displays a disclaimer.

He added that any policy aimed at denying consumers their lawful rights is unfair, misleading, and unenforceable.

“The Lagos State Government is partnering with consumers to eliminate unfair trade practices, including the indiscriminate use of ‘No Return, No Refund, No Replacement’ and ‘No Cancellation After Part or Full Payment’ policies. Consumer rights are protected by law, and businesses must operate responsibly and fairly. We encourage consumers to know their rights and report any violations to LASCOPA for prompt intervention,” Solebo stated.

The LASCOPA boss further explained that consumers have the right to appropriate remedies where goods or services are defective, unsafe, falsely described or fail to serve the purpose for which they were purchased, provided they comply with the applicable terms of purchase and relevant legal provisions.

He also urged event centres, hotel operators, reservation service providers and other businesses to adopt transparent, fair and consumer-friendly return, refund, replacement and cancellation policies that would promote trust, accountability and confidence in the marketplace.

Solebo advised residents to inspect goods before making purchases where possible, keep receipts and other proof of payment, and promptly report cases involving unfair trade practices, deceptive business conduct, defective products or the denial of legitimate consumer rights.

He said LASCOPA remains committed to promoting a fair, safe and competitive marketplace where both consumers and businesses can thrive, in line with the Lagos State Government’s vision of driving sustainable economic growth and strengthening consumer confidence.

The general manager also reaffirmed the agency’s commitment to enforcing all relevant laws and regulations aimed at protecting and promoting consumer welfare across the state.

He urged consumers to work with the government by promoting safety, responsible business practices, and compliance with regulations to build a safer and more consumer-friendly Lagos.

Solebo further encouraged residents to forward complaints and enquiries to the Office of the General Manager/Chief Executive Officer of the Lagos State Consumer Protection Agency, Allen Avenue, Ikeja, Lagos, via email and through the agency’s lines for prompt intervention.