“Goods sold in good condition are not returnable” is printed on receipts all over Lagos. It is not the last word. Nigerian consumers have rights in law, and a federal regulator to enforce them.
The law
The Federal Competition and Consumer Protection Act 2018 created the Federal Competition and Consumer Protection Commission (FCCPC) and gives consumers rights, including to:
- goods that are of good quality, safe and fit for their purpose, and that match their description
- accurate information about price and terms
- redress when goods or services are defective
- protection from unfair and misleading practices, and from terms that take away these rights
A shop’s sign cannot remove a right the law gives you.
When something goes wrong
- Go back to the seller first, with the receipt and the item, and say what you want: a repair, a replacement or a refund.
- Put it in writing, by email or WhatsApp, if they refuse. Keep copies and photographs.
- Complain to the FCCPC if the seller will not resolve it. The commission takes complaints online, and can investigate and order redress.
Banks and telecoms have their own regulators, who take complaints too: the Central Bank for banks, and the Nigerian Communications Commission for networks.
Protect yourself
- Keep receipts, and ask for one when it is not offered.
- Test before you pay for electronics and appliances.
- Pay by card or through a platform rather than a transfer to a stranger, so a payment can be disputed.