Fonecia.com

27 Oct 2026 ·

1. Overview

If an order paid through Fonecia.com doesn’t arrive, or arrives wrong or damaged, you can get a refund, a replacement or a repair. Fonecia holds the supplier’s payment until your order is complete, so the money is there to refund you if something goes wrong.

Each supplier is an independent business that sells and ships its own goods. You first ask the supplier to put things right through your order page. If you can’t agree, Fonecia steps in and makes a final decision under this policy.

This policy applies to orders paid on Fonecia.com. It does not cover payments made directly to a supplier outside Fonecia, so always pay through the site. It doesn’t affect any rights you have under the law of your country that can’t be excluded by contract.

2. When you can get a refund

You can claim in the cases below, within the deadline shown. Deadlines count from the date the goods are delivered to the address on your order, or from the latest delivery date the supplier agreed if nothing arrives.

Problem	What you can get	Deadline to claim
Order not shipped or not delivered	Full refund	[30] days after the agreed delivery date
Goods damaged in transit	Replacement or refund for the damaged units	[7] days after delivery
Wrong item, model, size or colour	Replacement or full refund	[14] days after delivery
Short quantity	Missing units shipped, or refund for them	[7] days after delivery
Doesn’t match the listing, quote or approved sample (materials, specifications, certifications)	Replacement, repair, partial or full refund	[30] days after delivery
Defective or not working	Repair, replacement, partial or full refund	[30] days after delivery, or the warranty period stated on the listing if longer
Order cancelled before the supplier ships	Full refund	Any time before shipping, unless production has started (see section 6)

Whether you get a full or partial refund depends on how serious the problem is and how many units are affected. For example, if 50 of 1,000 units are faulty, the refund normally covers those 50 units.

Inspect goods on arrival. Count and check the goods, photograph the packaging and labels before opening, and note any visible damage on the delivery receipt. Claims are much easier to prove with this evidence.

3. What isn’t covered

Because Fonecia is a wholesale marketplace, goods that arrive as described can’t be returned just because you changed your mind. We also can’t refund:

Orders paid outside Fonecia, or where you agreed changes with the supplier outside Fonecia messages
Goods that match the listing, quote or approved sample, even if they don’t suit your market
Damage caused after delivery by misuse, wrong installation, poor storage or normal wear
Small variations the listing allows, such as colour shades or tolerances stated in the specifications
Delays or extra charges caused by customs, import duties, taxes, port fees or incorrect delivery or import details you provided
Goods seized or refused at import because they don’t meet your country’s rules, unless the supplier claimed in writing that they do
Perishable items such as food and spices, once delivered in good condition
Claims made after the deadline in section 2

4. How to request a refund or return

Open a request. Go to My Account → Orders, open the order and choose Request a refund or return. Choose the items and quantities affected and the reason.
Send evidence. Attach clear photos or videos of the problem, the outer packaging and shipping labels, and the delivery receipt. For quality or specification problems, include test reports or an inspection report if you have one.
Supplier responds. The supplier has [3] working days to accept your request, offer a solution, or ask for more information. All messages about the claim must go through Fonecia so we can see them if there’s a dispute.
Agree a solution. If you and the supplier agree (refund, replacement, repair or return), the supplier carries it out and the refund is processed as in section 7.
Ask Fonecia to step in. If the supplier doesn’t respond in time, or you can’t agree within [7] days, choose Escalate to Fonecia on the request. See section 8.

While a request is open, Fonecia keeps holding the supplier’s payment for that order.

5. Returning goods

International return shipping can cost more than the goods, so many claims are settled with a refund or replacement without a return. The supplier or Fonecia will tell you whether goods must be sent back. Don’t ship anything back until you’ve been given a return address and instructions.

Who pays for return shipping. If the goods are damaged, defective, wrong, short or not as described, the supplier pays for return shipping and for sending replacements. In other cases, such as a return the supplier agrees to as a goodwill gesture, you pay unless you agree otherwise in writing.

Condition. Returned goods must be in the condition you received them, with original packaging where possible, and must be sent within [14] days of the return being approved, with tracking. Keep the tracking number and proof of postage.

Duties and taxes. Import duties and taxes you paid are not refunded by the supplier or Fonecia, but you may be able to reclaim them from your customs authority when goods are re-exported.

6. Samples, custom goods and quoted orders

Samples. Samples are covered if they arrive damaged, wrong or not as described. Sample fees and their shipping are not refunded if you simply decide not to place a bulk order. Keep your approved sample: it is the standard your bulk order is judged against.

Custom-made goods. Goods made to your design, logo, size or specifications can’t be cancelled once production has started, except where the supplier fails to meet the agreed specifications. If you cancel after the supplier confirms the order but before production, the supplier may keep a deposit of up to [30%] to cover materials already bought, if this was stated in the quote or listing.

Quoted orders. When you order at a price agreed through a quote or buying request, the quote is part of the order. Specifications, quantities, packaging, certifications and delivery dates written in the quote are what the goods must match.

Pre-shipment inspection. If you arranged an inspection before shipping and accepted the result, problems the inspection should reasonably have found can’t be claimed later, except hidden defects.

7. How refunds are paid

Refunds go back to the payment method you used, in the currency you paid. We start the refund within [5] working days of it being approved, or of the returned goods reaching the supplier if a return was required. Your bank or payment provider may take a further 5–10 working days to show it.

Where a refund to the original method isn’t possible, for example a closed card or a bank transfer, we refund by bank transfer to an account in the buyer’s company name.

A full refund includes the price of the goods and the shipping you paid on Fonecia. A partial refund covers the affected units and a fair share of shipping. Exchange rate differences and charges your own bank applies are not refunded.

If a supplier has already been paid for an order that is later refunded, Fonecia recovers the amount from the supplier’s future earnings or by invoice.

8. Disputes

When you escalate a request, Fonecia reviews the order, the listing or quote, the approved sample, the messages between you and the supplier, and the evidence both sides provide. We may ask either side for more information, which must be sent within [5] working days, or ask for an independent inspection.

We aim to decide within [10] working days of receiving all the evidence. We may decide on a full refund, a partial refund, a replacement, a return, or no refund. Our decision on whether to release or refund the payment we hold is final for the purposes of this marketplace, but it doesn’t stop either party from taking the matter to court.

Inspection costs. If an independent inspection is needed, the side the inspection finds against pays for it. Fonecia may pay it first and recover it.

Chargebacks. Please use this process before disputing a payment with your bank. If you open a chargeback while a request is open, we will pause our review and follow the bank’s decision.

9. Supplier responsibilities

By selling on Fonecia, suppliers agree to:

Describe products accurately, including specifications, certifications, tolerances, minimum order and lead time
Ship within the agreed time, pack goods for international transport, and upload tracking
Respond to refund and return requests within [3] working days
Pay return shipping and replacement shipping where the goods are faulty, wrong, short or not as described
Accept Fonecia’s dispute decisions, and let Fonecia deduct approved refunds from earnings held or future payouts

Supplier earnings for an order become available for withdrawal [14] days after the order is marked complete, and stay on hold while a refund request or dispute is open. Suppliers with repeated valid claims may have their payouts held longer, their verification badge removed, or their store suspended.

10. Contact us

For help with a refund, return or dispute:

Email: support@fonecia.com
Post: Saharahosts Technologies Limited, 22 Faulks Road, Aba, Abia State, Nigeria

Include your order number so we can find it quickly. We aim to reply within [2] working days.