Zyria.ng marketplace policy
Fair Returns & Seller Protection
Zyria aims to resolve genuine product and delivery problems quickly while protecting sellers from worn, altered, or buyer-caused returns. This policy operates alongside rights that cannot be excluded under applicable law. It is not a guarantee that every request will be approved.
1. When a buyer can ask for help
A buyer may report an issue from Order Tracking for an item that is wrong, damaged in transit, counterfeit, materially different from its listing, incomplete, or not delivered. The buyer should report promptly, provide an accurate description, and retain the item and packaging for review. Zyria may request photos, courier evidence, or other information.
2. Wrong size, change of mind, and seller shipping errors
Zyria does not accept returns, exchanges, or refunds because the buyer selected the wrong size, colour, or variant, or has changed their mind. Please check the size guide, measurements, and listing details carefully before placing an order.
Where the mistake is the seller's, the seller takes full responsibility. Sellers must check every order against the size, colour, variant, and quantity the buyer selected before dispatch. If a seller ships the wrong item, size, colour, variant, or quantity, or the item does not match its listing, the seller bears the full cost of putting it right, including return and re-delivery costs and any replacement or refund. To report a seller error, use Order Tracking promptly after delivery and keep the item unworn, unwashed, unaltered, and in its original tags and packaging so the error can be verified.
3. What sellers and Zyria do
Sellers receive the evidence and may respond with relevant delivery or product information. Zyria reviews disputes that the parties cannot resolve. A seller-reported delivery does not itself prove buyer receipt, and a buyer request does not itself approve a refund. Where return is authorised, Zyria gives a return instruction and deadline before a refund is considered.
4. Refunds and seller protection
Refunds are issued only after a documented decision and, where a return is required, receipt and inspection of the item. Zyria does not automatically debit a seller after a buyer submits a request. A seller receives notice, evidence summary, and an opportunity to respond. After payout, any seller-funded adjustment requires an approved decision, written notice, and appeal route; it is not an automatic negative balance triggered by an unreviewed return. Proven fraud, counterfeit goods, or serious seller breach may be handled differently where law and seller terms permit. The delivery fee and Zyria's service fee (see section 5) are non-refundable on any approved refund; Order Tracking shows the exact amount that would be credited to your Zyria wallet, with both already deducted.
5. Payout timing and service fee
Zyria records a separate seller settlement for every paid order line. The launch policy targets a 8% service fee on item value excluding delivery, unless the table below lists a different rate for that product's category. Funds are not released merely because an item was marked delivered by a seller; buyer receipt, verified courier evidence, an undisputed review window, and a completed risk review determine eligibility. Zyria will publish the exact operational payout schedule before accepting live seller settlements.
| Category | Service fee |
|---|---|
| Babies & kids | 8% |
| Beauty & Fragrance | 12% |
| Car Accessories & Parts | 7.0% |
| Fashion & Apparel | 13% |
| Home & Living | 10% |
| Luxury Accessories | 8% |
| Other Essentials | 8% |
| Phones & Gadgets | 5% |
| Shoes & Sneakers | 8% |
A seller with an individually negotiated rate may see a different figure on their own dashboard; the table above is the standard published rate per category.
6. Escalation
Use Order Tracking to report a delivery issue, then contact hello@zyria.ng with the order reference. The support team may pause a payout while a documented dispute is reviewed. This does not remove a consumer’s legal rights or a seller’s right to challenge inaccurate claims.
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