Refund & Returns Policy

2. Cancelling an Order

• Before the seller confirms: you can cancel at any time and get a full refund.
• Seller does not confirm: if the seller does not confirm within 24 hours of payment, the order is cancelled automatically and you are refunded in full.
• Confirmed but not yet shipped: you can ask to cancel. The seller must approve the request.
• Already shipped: the order cannot be cancelled. Once it arrives you can request a return if it qualifies (section 3), or open a dispute if there is a problem (section 6).
• Pickup orders not collected: if you do not collect a pickup order within 72 hours of it being marked ready, it is cancelled and you are refunded.

3. Returns

You can request a return within 7 days of confirming delivery, unless the listing shows a different return window set by the seller. A return is always available where:

• The item is significantly different from the listing description
• The item arrived damaged or does not work
• The wrong item was sent
• Parts that should be included are missing

Returns for a change of mind are only accepted where the seller's own return policy allows them. Items marked "Final Sale", and damage caused after delivery, are not eligible. Each seller's return window and who pays return shipping are shown on the listing and on your order.

4. How to Request a Return

• Open the order in your account and choose Return an item.
• Pick the items, the reason, and add photos where they help (for damaged, wrong or not-as-described items, photos make it much faster).
• Choose how you want to be refunded: your CoSign wallet or your original payment method.
• The seller has 48 hours to respond. If they approve, follow the shipping instructions shown on the return.
• When the seller confirms they received the returned item, your refund is issued.

Return shipping is paid by the buyer unless the return is because of a seller error (damaged, wrong, missing parts or not as described), in which case the seller covers it. A seller cannot refuse a valid return; if they do, CoSign can step in and decide in your favour.

5. How and When You Are Refunded

• CoSign wallet: credited straight away, ready to spend or withdraw to your Mobile Money account.
• Original payment method: back to the Mobile Money account or card you paid with, usually within 3 to 5 business days. The exact time depends on your network or bank.

Cancelled orders are refunded in full. Approved returns are refunded for the items returned. Payments are processed by our payment partner, Paystack; CoSign never stores your card details.

6. Disputes

If your order has not arrived, or there is a problem the seller will not fix, open a dispute from the order page instead of confirming delivery. The escrow funds stay frozen while the dispute is open. The other party has 48 hours to respond with evidence, then the CoSign team reviews the case and may refund you in full or in part, release the funds to the seller, or split them, based on the evidence. Full details are in our Terms of Service.

7. Seller Plans and Other Fees

Seller plan subscriptions are not refunded for time already paid for, including when a seller cancels or downgrades, because the plan stays active until the end of that period. If we charge you in error or twice for the same period, we refund it. See the Seller Terms & Conditions.

8. Contact

For help with a cancellation, return or refund, contact us at:

CoSign Support
Email: support@shopcosign.com
WhatsApp: +233 53 787 6821
Address: G95 Avocado Street, Ablekuma, Greater Accra, Ghana