Lagos Government Declares ‘No Refund, No Return’ Policies Illegal, Warns Businesses Against Consumer Rights Violations

The Lagos State Government has warned businesses against enforcing blanket “No Return, No Refund, No Replacement” and “No Cancellation After Payment” policies, insisting that such conditions cannot override consumers’ rights protected under the law.

The warning was issued through the Lagos State Consumer Protection Agency (LASCOPA), which said businesses must comply with consumer protection laws and adopt fair trade practices that safeguard the interests of customers.

Speaking on the development, the General Manager and Chief Executive Officer of LASCOPA, Afolabi Solebo, explained that while businesses are free to establish reasonable terms and conditions, they cannot use disclaimers to deny customers legal remedies where goods or services are defective, unsafe, falsely described or unsuitable for their intended purpose.

According to Solebo, consumers are entitled to fair treatment and should not be compelled to accept faulty products or poor-quality services simply because a business displays a “No Refund” or similar notice.

“The Lagos State Government is partnering with consumers to eliminate unfair trade practices, including the indiscriminate use of ‘No Return, No Refund, No Replacement’ and ‘No Cancellation After Part or Full Payment’ policies. Consumer rights are protected by law, and businesses must operate responsibly and fairly,” he said.

He added that any policy designed to deprive consumers of their lawful rights is unfair, misleading and unenforceable. Consumers, he noted, have the right to seek appropriate remedies when purchased goods or services fail to meet acceptable standards, provided they comply with the agreed purchase terms and relevant legal provisions.

LASCOPA also urged event centres, hotels, reservation service providers and other businesses to introduce transparent, fair and consumer-friendly refund, replacement and cancellation policies to build public confidence and strengthen accountability in the marketplace.

The agency advised residents to inspect products before purchase where possible, retain receipts and proof of payment, and promptly report cases involving defective goods, deceptive business practices or the denial of legitimate consumer rights. It reaffirmed its commitment to enforcing consumer protection laws and creating a fair, safe and competitive business environment across Lagos State.