At Henrio, we want customers to receive products that are correct, functional, and consistent with the descriptions provided on our website. This Refund & Returns Policy explains when products may be returned, exchanged, repaired, replaced, or refunded.
This policy applies to purchases made through Henrio.ng and should be read together with our Terms & Conditions and Shipping & Delivery Policy.
Nothing in this policy is intended to limit or exclude any rights available to consumers under the Federal Competition and Consumer Protection Act 2018 or other applicable Nigerian law.
1. Return Period for Eligible Non-Defective Products
For products that are not defective, damaged, wrongly supplied, or misdescribed, Henrio accepts eligible return requests made within 7 calendar days of delivery.
To qualify for this type of return:
The product must be unused.
The product must be in its original condition.
All original packaging, accessories, manuals, seals, labels, and supplied components must be intact.
The customer must provide a valid order number, receipt, invoice, or other acceptable proof of purchase.
The product must not fall within one of the non-returnable categories stated below.
Approval of a non-defective return is subject to inspection by Henrio.
The 7-day commercial return period does not restrict statutory rights relating to defective, unsafe, wrongly supplied, unsuitable, or misdescribed goods.
2. Defective, Damaged, Unsafe, or Incorrect Products
Please contact Henrio as soon as reasonably possible if you receive a product that:
is defective or not in good working condition;
is damaged before or during delivery;
is materially different from the product ordered;
does not correspond with its description or sample;
is missing essential parts or accessories;
is unsafe for its intended use; or
is unsuitable for a particular purpose that was communicated to Henrio before purchase and for which the product was recommended.
Where applicable under Nigerian consumer-protection law, Henrio will arrange an appropriate repair, replacement, exchange, or refund.
Qualifying defective or unsafe goods may carry statutory remedies beyond the ordinary 7-day commercial return period.
Customers should, where reasonably possible, provide photographs, videos, error messages, packaging images, or other information that can help us assess the reported problem.
3. Printing Consumables
Printing consumables include products such as inks, toners, DTF consumables, cleaning materials, laminating films, printing papers, transfer materials, and similar products.
Unused and unopened consumables may qualify for return under the ordinary 7-day return procedure.
For health, safety, contamination, compatibility, and quality-control reasons, opened, used, partially consumed, contaminated, refilled, or unsealed consumables are generally not accepted for ordinary change-of-mind returns.
However, this restriction does not apply where the product was defective, wrongly supplied, materially misdescribed, unsafe, or where the customer otherwise has a right to a remedy under applicable law.
Customers are strongly advised to confirm printer model, ink type, toner model, material specification, size, and compatibility before opening consumable products.
4. Printing Machines and Equipment
Printing machines, printers, cutters, plotters, heat presses, laminating machines, and related equipment must be inspected carefully after delivery.
A customer requesting a return because of a suspected technical fault may be required to allow Henrio or an authorised technician to inspect or test the equipment.
Where a genuine defect is confirmed and the customer’s statutory or warranty rights apply, Henrio may provide an appropriate repair, replacement, exchange, or refund.
Damage resulting from misuse, unauthorised modification, incorrect installation, improper electrical supply, neglect, liquid damage, physical damage after delivery, use outside manufacturer specifications, or repairs performed by unauthorised persons may not qualify as a product defect attributable to Henrio.
This does not affect any applicable manufacturer’s warranty or statutory consumer rights.
5. Signage and Display Products
Standard signage materials and display products, including roll-up banner stands, banner materials, display hardware, boards, and related products, may qualify for return where they meet the eligibility requirements in this policy.
Items that have been cut, permanently assembled, printed on, drilled, altered, customised, installed, or otherwise modified at the customer’s request are generally not eligible for ordinary change-of-mind returns.
Where such an item is defective, wrongly supplied, or does not conform to the agreed specification, Henrio will assess the matter under the defective-product provisions of this policy.
6. Customised and Personalised Printing
Products manufactured, printed, cut, engraved, branded, personalised, or otherwise produced specifically according to a customer’s approved design, size, name, logo, artwork, colour specification, or instruction are generally not returnable simply because the customer changes their mind after production has begun.
Customers are responsible for reviewing and approving proofs, spellings, dimensions, quantities, artwork, colours, names, numbers, and other specifications before final production.
A customised order may qualify for correction, reprinting, replacement, or another appropriate remedy where:
Henrio produced something materially different from the final approved specification;
Henrio made a production error;
the finished product is defective;
the quantity supplied is materially incorrect; or
applicable consumer law otherwise requires a remedy.
Minor variations reasonably associated with printing processes, screen displays, materials, finishing, or colour reproduction will be assessed based on the nature of the product and agreed specification.
7. Cancellation of Custom Orders
If you wish to cancel a customised or made-to-order job, contact Henrio immediately.
Where production has not yet commenced, Henrio may accept cancellation and refund amounts paid, less any reasonable and properly incurred costs associated with artwork preparation, design, materials, processing, or other work already completed.
Once production, printing, cutting, fabrication, engraving, branding, or personalisation has commenced, cancellation may no longer be possible for an ordinary change of mind.
This does not remove any rights available where Henrio fails to supply the agreed goods or services or otherwise breaches applicable consumer-protection requirements.
8. Products Generally Not Eligible for Ordinary Change-of-Mind Returns
Unless defective, wrongly supplied, misdescribed, unsafe, or otherwise covered by applicable consumer rights, the following are generally not eligible for ordinary change-of-mind returns:
opened or used inks, toners, chemicals, and consumables;
customised or personalised products;
products cut or fabricated to a customer’s requested dimensions;
printed or branded materials;
products damaged after delivery through misuse or improper handling;
products without essential components, accessories, packaging, or supplied items;
products altered, repaired, dismantled, or modified without authorisation; and
clearance or specially ordered products where the customer was clearly informed of applicable return restrictions before purchase.
9. Proof of Purchase
To process a return, Henrio may require:
the order number;
receipt or invoice;
customer’s name and contact details;
date of purchase or delivery;
description of the problem;
photographs or videos where relevant; and
any serial number, batch number, model number, or other product identifier.
This information helps us verify the transaction and assess the appropriate remedy.
10. How to Request a Return
Before returning any product, contact Henrio first.
You may:
email admin@henrio.ng; or
contact us through the Contact Us page on Henrio.ng.
Please provide your order number, the product concerned, the reason for the return, and supporting photographs or videos where applicable.
Do not send a product back without first receiving return instructions from Henrio.
Once your request has been reviewed, we will provide the appropriate return instructions and return location.
11. Return Shipping Costs
Where a return results from:
a verified defect;
damage attributable to Henrio or the delivery process for which Henrio is responsible;
an incorrect product supplied by Henrio;
a materially misdescribed product; or
another circumstance in which applicable law requires Henrio to bear the cost,
Henrio will be responsible for reasonable return costs or will arrange the return as appropriate.
For an approved ordinary return where the product is not defective and Henrio supplied the correct product as ordered, the customer is generally responsible for return delivery costs.
Original delivery charges may not be refundable for ordinary change-of-mind returns unless required by applicable law.
12. Inspection of Returned Products
Returned products may be inspected before a non-statutory refund, exchange, or replacement is approved.
The inspection may verify:
the condition of the product;
completeness of accessories and packaging;
serial or model numbers;
whether the product has been used or modified;
the nature and cause of any reported defect; and
whether the returned item corresponds with the product originally supplied.
Inspection requirements will not be used to unreasonably delay or deny a remedy that a customer is legally entitled to receive.
13. Refunds
Where a refund is approved, Henrio will notify the customer.
Approved refunds will ordinarily be processed within 7 business days after the return has been received, inspected where necessary, and approved.
Refunds will normally be made through the original payment method where reasonably possible. Where this is not possible, Henrio may request appropriate banking or payment details from the customer.
After Henrio processes a refund, the time required for the funds to appear in the customer’s account may depend on the customer’s bank, card issuer, payment processor, or financial institution.
14. Exchanges and Replacements
Where appropriate, customers may request an exchange instead of a refund.
An exchange is subject to product availability.
If the replacement product has a different price, any difference may need to be paid or refunded as applicable.
Where a defective product is covered by statutory consumer rights, Henrio will provide the remedy required or permitted under applicable law.
15. Sale, Clearance, and Promotional Items
A reduced price, promotion, or clearance status does not remove statutory rights relating to defective, unsafe, wrongly supplied, or materially misdescribed goods.
Any special restriction applicable to an ordinary change-of-mind return for a promotional or clearance product will be communicated clearly before purchase where applicable.
16. Failed Deliveries and Uncollected Orders
Customers are responsible for providing accurate delivery information and being reasonably available to receive their orders.
Additional delivery costs resulting solely from an incorrect address provided by the customer, repeated failed delivery caused by the customer, or failure to collect an order may be charged where reasonable.
This does not apply where the failed delivery resulted from an error by Henrio or its appointed delivery provider.
17. Abuse of the Returns Process
Henrio reserves the right to investigate suspected fraudulent, dishonest, or abusive return requests, including attempts to return a different product from the one supplied or products deliberately damaged after delivery.
This provision will not be used to deny genuine statutory consumer rights.
18. Consumer Rights Under Nigerian Law
This policy is intended to operate consistently with the Federal Competition and Consumer Protection Act 2018 and other applicable Nigerian laws.
Nothing in this policy excludes, restricts, or overrides any statutory right or remedy that cannot lawfully be excluded or restricted.
Where the law provides the customer with greater protection than a provision of this policy, the applicable law will prevail.
19. Contact Henrio
For questions, return requests, exchanges, or refund enquiries, contact:
Henrio
Website: Henrio.ng
Email: admin@henrio.ng
Customers may also use the Contact Us page on our website.
Please contact us before sending any product back so that we can provide the appropriate instructions.