Lagos Warns Businesses Over No Refund, No Return Policies

(Afolabi Solebo. Photo by Linkedln)

The Lagos State Government has cautioned businesses across the state against enforcing "No Return, No Refund, No Replacement" and "No Cancellation After Payment" policies, stressing that such conditions cannot override the legal rights guaranteed to consumers.

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

LASCOPA's General Manager and Chief Executive Officer, Afolabi Solebo, said that while businesses are free to set reasonable terms and conditions, such policies must not deprive consumers of their legal rights, particularly in cases involving defective, unsafe, falsely described or unsuitable goods that fail to meet the purpose disclosed to the seller before purchase.

He said consumers are entitled to fair treatment and should not be pressured into accepting defective goods or services simply because a business displays a disclaimer, adding that any policy designed to strip consumers of their lawful rights is unfair, misleading and unenforceable.

According to Solebo, the Lagos State Government is working with consumers to stamp out unfair trade practices, including the indiscriminate use of no-return, no-refund and no-cancellation policies, stressing that consumer rights are protected by law and businesses are obligated to operate responsibly and fairly.

He encouraged consumers to understand their rights and report any violations to LASCOPA for swift intervention.

He further explained that consumers are entitled to appropriate remedies where goods or services turn out to be defective, unsafe, falsely represented, or unfit for their intended purpose, provided the consumer has complied with the applicable purchase terms and relevant legal requirements.

Solebo also called on event centres, hotel operators, reservation service providers and other businesses to adopt transparent, fair and consumer-friendly policies around returns, refunds, replacements and cancellations, noting that doing so would foster trust, accountability and confidence within the marketplace.

He advised residents to inspect goods before purchase wherever possible, retain receipts and proof of payment, and promptly report any instances of unfair trade practices, deceptive conduct, defective products, or denial of consumer rights.

Solebo reaffirmed LASCOPA's commitment to fostering a fair, safe and competitive marketplace that benefits both consumers and businesses, in line with the state government's broader goal of driving sustainable economic growth and strengthening consumer confidence.

He also reiterated the agency's dedication to enforcing all relevant laws and regulations aimed at safeguarding consumer welfare across Lagos.

He urged consumers to collaborate with government efforts by promoting safety, responsible business conduct and regulatory compliance to help build a safer, more consumer-friendly Lagos, and encouraged residents to direct complaints and enquiries to the Office of the General Manager/Chief Executive Officer of LASCOPA on Allen Avenue, Ikeja, via email or the agency's official phone lines for prompt attention.