Buyer protection

1.What is covered

Buyer Protection is free on every order you pay for through Frontstore checkout, on any store. You are covered if:

• Your order never arrives.
• What arrives is clearly different from the description or photos — wrong item, fake, broken or missing parts.
• The seller cancels but doesn't refund you.

2.What is not covered

• Payments made outside Frontstore checkout — for example a transfer straight to the seller's own account. Always pay on the store page.
• Changing your mind. Whether you can return something you just don't like depends on the store's own return policy, which is shown before you pay.
• Damage caused after delivery, or normal wear and tear.
• Problems reported after the store's return window has ended.

3.How to report a problem

• Open your order from the link in your receipt and tap Report a problem. Add photos if you can.
• Report within the store's return window, counted from delivery. Your order page shows how many days you have left.
• The store has 48 hours to reply and offer a fix, such as a refund, replacement or return.
• If the store doesn't reply in time, or you can't agree, our team reviews the case and decides. If you are owed money, we refund you.

If the store makes you an offer, reply within 48 hours, or the case is closed.

4.How you get your money back

Refunds go back the way you paid: to your card, or to the bank account you paid from for transfers and USSD. Banks usually take 5-10 business days.

5.Frontstore Protect (optional)

For extra peace of mind, some stores let you add Frontstore Protect at checkout for a small fee (1.5% of the order, minimum ₦150). With Protect, the seller isn't paid until your delivery is confirmed, or after 14 days if you don't report a problem.

6.Stay safe

• Never pay a seller outside checkout, even if they offer a discount.
• Frontstore will never ask for your card PIN, OTP or bank password.
• Report any seller who asks you to pay another way — use "Report this store" at the bottom of their page.