Refund Policy

1. Overview — Made-to-Order Nature of Products

All Convy Living products are made to order. When you place an order, production begins specifically for you — materials are procured, cut, assembled, and finished to your exact specifications. Because of this bespoke nature, our cancellation and refund policy is necessarily strict. We encourage all clients to review orders carefully before confirming.

This policy applies to all orders placed through the Convy Living platform, by phone, or via a CSR-assisted process. By confirming an order and paying a deposit, you acknowledge and agree to the terms below.

If you have any doubts about your order before confirming, please contact our team before paying a deposit. We are happy to discuss changes, specifications, and lead times before production begins.

2. Order Cancellations (Pre-Production)

A cancellation is considered pre-production when it is received by our team in writing before any materials have been cut or allocated to your order. This window is typically within 24–48 hours of order confirmation, but may vary depending on production load.

To determine whether your order has entered production, check your production tracker on the client portal or contact your assigned CSR. Our team will confirm your order's current stage within 4 business hours.

• Cancellation before production starts: Full refund minus a 5% processing fee on the total amount paid.
• The processing fee covers payment gateway charges and administrative costs that cannot be recovered.
• Refund will be issued to the original payment method within 5–10 business days of approval.

3. Order Cancellations (Post-Production Start)

Once production has begun — meaning materials have been cut, allocated, or any production stage has been logged — cancellation terms become significantly stricter:

• The 50% deposit is forfeited. This covers material costs, labour already expended, and opportunity cost.
• Any amount paid above the 50% deposit will be refunded within 10–15 business days.
• No refund is available if production is more than 75% complete (as shown in the production tracker).

The exact forfeiture amount is calculated at the time of cancellation request based on the documented production stage.

4. Cancellation Fees Summary

5. Defective or Damaged Items

We stand fully behind the quality of every piece we produce. If an item arrives with a manufacturing defect or damage caused during delivery, you are entitled to:

• Full replacement — we will produce and deliver a new unit at no cost to you; or
• Full refund — a complete refund of the amount paid for the affected item(s).

The choice between replacement and refund is entirely yours. To qualify:

• Defects must be reported within 7 calendar days of delivery sign-off.
• Photographic evidence must be submitted via a support ticket at client/support.
• Normal wear and tear, improper assembly by third parties, or damage caused after delivery does not qualify.

6. Incorrect Items Delivered

If you receive an item that does not match your confirmed order specifications (wrong dimensions, finish, fabric, or model), Convy Living will:

• Collect the incorrect item at our expense.
• Produce and deliver the correct item within the standard production lead time, at no additional charge.

Incorrect delivery claims must be raised within 48 hours of delivery via a support ticket with photographic evidence of the received item alongside the original order specification.

7. Exchange Policy

We do not offer routine exchanges for change-of-mind after delivery, as all items are made to order and cannot be restocked. Exchange requests will be considered on a case-by-case basis under the following conditions:

• The item is returned in its original, undamaged, unassembled condition.
• The request is made within 14 days of delivery.
• A re-order is placed for a new item of equal or greater value.
• The client bears all logistics costs for return and re-delivery.

Exchange approval is at the sole discretion of Convy Living management. To request an exchange, raise a support ticket with your order number and the reason for the request.

8. Refund Process & Timelines

Approved refunds are processed as follows:

• Refund method: Refunds are issued to the original payment method (Flutterwave or Paystack). Bank transfers may be arranged for large-value orders.
• Processing time: 5–15 business days from the date of approval, depending on your bank and the payment gateway.
• Notification: You will receive an email and in-app notification once a refund is approved and again when it is processed.

Refunds are processed in Nigerian Naira (₦). Convy Living is not liable for exchange rate fluctuations on international payments.

9. Non-Refundable Items & Situations

The following are non-refundable under all circumstances:

• Fully customised or bespoke items (except in the case of manufacturing defect).
• Orders cancelled after production is complete.
• Delivery, installation, and logistics fees once the service has been rendered.
• Items damaged after delivery due to improper use, storage, or modification by the client.
• Clearance or end-of-line items, which are sold as-is.
• Orders placed under partner discount that do not meet partner agreement terms.

10. Partner Orders

Cancellation and refund terms for Partner Programme members are governed by the Partner Agreement, signed upon enrolment. Partner order terms may differ from standard client terms, particularly for bulk and wholesale orders. In the event of any conflict between this policy and the Partner Agreement, the Partner Agreement takes precedence for partner orders.

11. How to Initiate a Cancellation or Refund Claim

To request a cancellation, replacement, or refund:

1. Log in to your client portal at https://convyliving.com/client/support/
2. Create a new support ticket with the category "Cancellation / Refund Request"
3. Include your order number, the reason for your request, and any supporting photographs if applicable
4. A CSR officer will review your request and respond within 2 business days

Alternatively, you may contact us directly:

• Email: support@convyliving.com
• Phone: As published on our Contact page

12. Contact

For any questions about this Refund Policy, please contact us:

• Website: Convy Living Contact Page
• Email: support@convyliving.com
• Support Portal: client/support