Refund policy
Last updated: May 17, 2026
At Ojaia, every order is carefully inspected, packaged, and prepared before shipping. Because our products are sourced from multiple vendors in Nigeria and delivered internationally, returns, refunds, replacements, or store credits are only available if an item arrives:
- damaged
- defective
- incorrect
- or missing
If there is an issue with your order, we’re here to help.
Reporting an Issue
To request support, please contact us within 24 hours of delivery and include:
- your order number
- clear photos of the item
- photos of the packaging
- and a brief explanation of the issue
This helps us review and resolve issues quickly with our vendors and shipping partners.
Requests submitted without supporting photos may not be eligible for review.
All requests are reviewed on a case-by-case basis.
Product Variations
Many products on Ojaia are sourced from independent vendors across Nigeria. Slight variations in:
- color
- texture
- packaging
- measurements
- labeling
- finishing
- or appearance
may occur and do not qualify as defects or eligible returns.
Food products may also vary slightly depending on supplier availability and regional sourcing.
Shipping & Delivery
Delivery timelines provided on our website are estimates only and are not guaranteed.
Ojaia is not responsible for delays caused by:
- vendor processing times
- customs processing
- shipping carriers
- weather conditions
- or other circumstances outside our control
Shipping delays do not qualify for refunds.
Cancellations
Orders begin processing shortly after payment is completed. For this reason, cancellation requests cannot be guaranteed once an order has been confirmed.
Refund Processing
Approved refunds will be processed back to the original payment method used at checkout.
Shipping fees, handling fees, customs charges, and related costs are non-refundable unless otherwise determined by Ojaia.
Refund processing times may vary depending on your payment provider or financial institution.
Incorrect Shipping Information
Customers are responsible for ensuring that all shipping and contact information entered at checkout is accurate and complete.
Ojaia is not responsible for delays, failed deliveries, or additional charges resulting from incorrect information provided at checkout.
Contact Us
If you have questions about this policy or need help with an order, please contact us at:
Ojaia (operated by Shopojaia)
Winnipeg, Manitoba, Canada
