Refund Policy

When you get your money back, how much, and how long it takes.

This policy explains how AA Polo Equipment processes refunds on orders placed through aapolo.ng or completed with us over WhatsApp. Read it alongside our Return Policy, which sets out what can be returned in the first place.

When You Are Entitled to a Refund

We refund an order or part of an order where:

• You returned an eligible item within the return window and it passed inspection
• An item arrived damaged, faulty or was not what you ordered
• We cancelled your order, or could not supply an item you had already paid for
• You cancelled your order before it was dispatched
• You were charged more than once for the same order, or charged in error

How Much You Get Back

• Faulty, damaged or incorrectly supplied items: the full price of the item plus the original delivery charge, and the cost of returning it to us
• Orders we cancel or cannot fulfil: the full amount paid, including delivery
• Change-of-mind returns: the price of the item only. The original delivery charge and the cost of sending the item back to us are not refunded
• Part of an order returned: the price of the returned items only. Delivery is refunded only where the whole order goes back

If a discount, promotion or coupon applied to your order, we refund the amount you actually paid after that discount, not the full list price. Where a discount depended on a minimum order value and a return takes you below it, the discount may be adjusted accordingly.

How Long It Takes

Once a return arrives with us we inspect it within 2 to 3 working days. If it is approved, we issue the refund within 5 to 10 working days.

How quickly the money reaches you after that depends on your bank or card issuer, not on us:

• Card payments: typically 5 to 14 working days to appear on your statement
• Bank transfer and USSD payments: typically 3 to 7 working days
• Store credit: applied to your account immediately on approval

If it has been more than 14 working days since we confirmed your refund and nothing has arrived, contact your bank first, then send us your order number and we will chase it with our payment provider.

How We Refund You

Refunds are returned to the original payment method. We cannot refund to a different card, a different account, or a different person's account.

If you paid by card or bank transfer through Paystack, the refund is processed back through Paystack to the account you paid from. If your order was arranged over WhatsApp and paid by transfer, we refund to the account the payment came from.

Where the original method is closed or no longer works, we will agree an alternative with you and may ask for proof of account ownership before releasing the funds.

Cancelling an Order

You can cancel an order at no cost at any point before it is dispatched. Contact us as quickly as you can with your order number — orders inside Abuja often move the same day.

Once an order has been dispatched it can no longer be cancelled, and it becomes a return under our Return Policy.

Custom and made-to-order items, including team kit carrying crests, names or numbers, can only be cancelled before production begins. Once your artwork has gone into production these orders cannot be cancelled or refunded.

What We Do Not Refund

• Items returned outside the return window, or in a condition we cannot resell
• Worn or used helmets and protective equipment
• Custom, personalised and special-order items, unless faulty
• Delivery charges on change-of-mind returns
• Return postage on change-of-mind returns
• Items reported as damaged more than 48 hours after delivery, where the damage was not noted on receipt
• Loss or damage caused by use, accident, a fall, misuse, poor storage or failure to follow the manufacturer's care instructions

Failed and Duplicate Payments

If a payment fails but the money leaves your account, it is usually an authorisation hold rather than a completed charge, and your bank releases it automatically within 5 to 10 working days. If it has not cleared after that, send us the transaction reference and the date and we will raise it with Paystack.

Duplicate charges for the same order are refunded in full as soon as we confirm them, and we do not wait for a return.

Your Statutory Rights

Nothing in this policy removes or limits your rights under the Federal Competition and Consumer Protection Act 2018 or any other Nigerian consumer protection law. If you believe an item is not of acceptable quality or does not match how it was described, tell us and we will put it right.

Contact Us

AA Polo Equipment
Guards Polo Club, AMAC, Abuja, Federal Capital Territory, Nigeria
Email: hello@aapolo.ng
Phone: +234 809 922 2747
WhatsApp: +234 803 539 0105

Last updated: 13 September 2026