By Saheed Afolabi
The Lagos State Consumer Protection Agency (LASCOPA) has warned businesses against using blanket “No Refund, No Return” policies to deny consumers their legal rights, insisting that statutory protections take precedence over internal company rules.
The agency said businesses cannot rely on notices displayed at sales points or contractual clauses to escape responsibility when customers have legitimate complaints involving defective goods, misrepresented products or unsatisfactory services.
LASCOPA General Manager and Chief Executive Officer, Afolabi Solebo, made the clarification during a mediation session at the agency’s headquarters in Ikeja, Lagos, involving a consumer and an event centre whose management sought to retain 50 per cent of a booking fee following a cancellation.
Solebo maintained that business policies and contractual agreements must comply with the Lagos State Consumer Protection Law 2025 (as amended) and the Federal Competition and Consumer Protection Act 2018.
He emphasised that where internal company policies contradict provisions of the law, statutory consumer protections must prevail.
“Company policies and contractual terms must comply with the Lagos State Consumer Protection Law 2025 and the Federal Competition and Consumer Protection Act 2018. Where internal policies conflict with statutory consumer protections, applicable laws take precedence,” Solebo said.
The agency disclosed that it had continued to receive complaints from consumers who were denied refunds, replacements or cancellations by businesses relying on their internal policies.
Solebo cautioned service providers and retailers against using such disclaimers to avoid their responsibilities, describing blanket restrictions that undermine statutory consumer rights as unfair and unenforceable.
Under the Federal Competition and Consumer Protection Act 2018, consumers are entitled to seek appropriate remedies when goods are defective, unsafe or significantly different from their descriptions or agreed specifications. Customers are also protected when services fail to meet reasonably expected standards.
The law further provides protection for consumers in transactions involving advance bookings and reservations, with cancellations subject to reasonable charges rather than automatic forfeiture of payments.
However, LASCOPA clarified that consumer protection laws do not automatically guarantee full refunds in every transaction, particularly where a customer simply changes their mind without any breach of contractual or statutory obligations.
The agency stressed that businesses could establish reasonable conditions for voluntary returns and cancellations, provided such policies do not violate existing consumer protection laws or prevent customers from pursuing legitimate claims.
It urged Lagos residents to retain receipts, document complaints and seek appropriate redress whenever businesses refuse to honour their legal obligations.
Consumers experiencing such challenges were encouraged to report them to LASCOPA for mediation and possible enforcement action.
The agency reiterated that businesses must operate within the provisions of the law, stressing that a “No Refund, No Return” notice cannot override rights guaranteed under consumer protection legislation.
