Cancellation Policy

Effective Date: October 14, 2025

1. Overview

EGO ERA understands that sometimes plans change.

This policy outlines how customers and vendors can cancel orders and under what conditions refunds may apply.

It applies to all purchases made on the EGO ERA Marketplace.

2. Customer Order Cancellations

You may cancel your order within 24 hours of placing it, provided that the vendor has not yet processed or shipped the item.

To cancel an order:

·  Log into your EGO ERA account and go to your order history.

·  Select the order and click Request Cancellation.

·  If the vendor has not yet dispatched the order, your cancellation will be approved automatically.

·  Once an item has been shipped, cancellation will no longer be possible.

·  Once vendor is notified of the cancellation request before shipping, a full refund will be issued within 7–10 business days

You may, however, be eligible for a return or exchange in line with our [Return & Refund Policy].

3. Vendor Cancellations

In rare cases, a vendor may need to cancel an order due to:

·  Product unavailability or quality concerns.

·  Incorrect pricing or listing errors.

·  Unexpected stock issues.

If this occurs, the customer will be promptly notified, and a full refund will be issued within 7–10 business days. Vendors are required to notify EGO ERA immediately when such situations arise.

4. EGO ERA-Initiated Cancellations

·  EGO ERA reserves the right to cancel any order that appears to be:

·  Fraudulent or in violation of our Terms & Conditions.

·  Associated with incomplete or unverifiable payment information.

·  Affected by major technical or pricing errors on the website.

In such cases, customers will receive a full refund and an explanation of the reason for cancellation.

5. Styling Services (17:11 Styles)

All styling bookings are confirmed once payment is received.

Because styling services are personalized, fees are non-refundable once the service process has begun.

However:

You may reschedule or modify your booking if notice is given at least 48 hours before your scheduled session. If EGO ERA or the stylist cancels a confirmed session, a full refund or complimentary reschedule will be offered.

6. Refund Timeline

For approved cancellations:

·       Refunds will be processed within 7–10 business days.

·       Refunds are made to the original payment method or as store credit, depending on user preference.

·       Processing time may vary depending on your bank or payment provider.

7. Contact Us

For all cancellation or refund inquiries, please contact:

📧egoera@gmail.com

📍 Suite S9, Alibro Atrium, 32, A.E Ekukinam Street, Utako, Abuja Nigeria