Refund & Returns Policy

This Refund & Returns Policy explains when and how you can get a refund for orders placed with Akiliwo Connect LLC ("Akiliwo," "we," "us"). It forms part of our Terms of Service.

How refunds work at Akiliwo

Because we purchase goods on your behalf and rely on independent shoppers and carriers, refund rights depend on the type of order and how far it has progressed. Our goal is always to be fair and quick.

1. Cancel before we start — full refund

If you cancel before we begin shopping (for goods) or before we begin verification or booking (for vehicle shipping), you receive a full refund of what you paid Akiliwo.

2. After we have purchased your goods

Once we have bought the items for your Order, we generally cannot refund the cost of the goods — especially groceries, foodstuff, and other perishable or personalized items — because they were purchased specifically for you. If your Order has not yet been delivered, contact us right away and we will work out reasonable options (holding, redirecting, or rescheduling delivery).

3. Non-delivery or failed delivery

• If we fail to deliver an Order due to our fault, you are entitled to a re-delivery or a refund of the goods and delivery amount you paid Akiliwo.
• If delivery fails because of inaccurate address or Recipient information you provided, or because no one was available to receive it, additional re-delivery fees may apply.

4. Damaged, missing, or incorrect items

If items arrive damaged, missing, or incorrect, tell us within 48 hours of delivery and include photos. We will investigate using our delivery proof (photo and video) and, where the issue is confirmed, offer a replacement, partial refund, or full refund of the affected items, as appropriate.

5. Custom orders

For custom shopping lists, once you approve the quote and we purchase the items, the cost of those items is non-refundable. The service fee is non-refundable once shopping has begun.

6. Shipping (mail, parcels, and goods)

Shipping fees are non-refundable once a parcel has been dispatched. For parcels lost or damaged in transit, we will assist your claim, and recovery is subject to the carrier's liability terms. Prohibited or misdescribed items that are seized or returned are not eligible for refund.

7. Car shipping coordination fee

• The coordination fee is fully refundable if you cancel before we begin title/eligibility verification or freight booking.
• The coordination fee is non-refundable once we have performed verification work or booked freight, because the service has been delivered.
• Ocean freight and customs duties are paid by you directly to the shipping line and the Nigeria Customs Service. Refunds for those amounts are governed by those third parties' policies, not by Akiliwo. Akiliwo does not refund freight or customs charges because it never collects them.

8. How to request a refund

Email support@akiliwoconnect.com with your order number, a description of the issue, and any supporting photos. We aim to respond within 2 business days. Approved refunds are issued to your original payment method, typically within 5–10 business days, depending on your bank or card provider.

9. Before you file a chargeback

Please contact us first. Most issues are resolved quickly and directly. Filing a chargeback before contacting us may slow resolution, and we will respond to disputes using our records, including delivery proof. We are committed to treating you fairly — give us the chance to make it right.

10. Changes to this policy

We may update this policy from time to time. The version in effect when you placed your Order applies to that Order.

Contact: support@akiliwoconnect.com · Lakewood, Colorado, USA