Lagos State Government Warns Businesses Against ‘No Refund, No Return’ Policy

The Lagos State Government has warned businesses operating across the state against enforcing unlawful “No Return, No Refund, No Replacement” and “No Cancellation After Payment” policies, saying such practices violate consumers’ rights under existing laws.

The Lagos State Government, through the Lagos State Consumer Protection Agency (LASCOPA), said businesses cannot rely on disclaimer notices to deny consumers refunds, replacements, or other remedies where goods are defective, unsafe, falsely described, or unfit for the purpose they were purchased.

Speaking on the development, 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 override consumer protection laws.

According to Solebo, consumers deserve fair treatment and should not be forced to accept defective goods or poor services simply because a business displays a “No Refund” or “No Return” notice.

He said, “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.”

The agency explained that consumers are entitled to appropriate remedies when products or services are defective, unsafe, falsely described, or fail to meet the purpose for which they were purchased, provided they comply with the applicable terms of purchase and relevant legal provisions.

LASCOPA also urged event centres, hotels, reservation service providers and other businesses to adopt transparent, fair and consumer-friendly refund, replacement and cancellation policies to strengthen trust and confidence in the marketplace.

The agency advised residents to inspect goods before purchase 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.