Havyn Policies

Welcome to Havyn.

Havyn is an online marketplace that connects buyers and sellers across Nigeria. Through the platform, users can discover products, complete purchases, manage orders, and access buyer protection and dispute resolution services.

By accessing or using Havyn, you agree to be bound by these Terms of Service.

To use Havyn, you must:

• Be at least 18 years old or have the permission of a parent or legal guardian.
• Provide accurate account information.
• Comply with all applicable laws and regulations.

Havyn may refuse service, suspend accounts, or terminate access at its sole discretion.

Havyn provides a marketplace where independent sellers may list and sell products.

Havyn is not the manufacturer, owner, distributor, or reseller of products listed by sellers unless explicitly stated otherwise.

Sellers are solely responsible for:

• Product listings
• Product quality
• Pricing
• Delivery fulfillment
• Compliance with applicable laws

Users may be required to complete identity verification before accessing certain features.

Havyn reserves the right to request:

• Phone verification
• Government-issued identification
• BVN verification
• NIN verification
• Bank account verification

Failure to complete verification may result in account restrictions.

When a buyer places an order:

• Payment is collected through Havyn's payment infrastructure.
• Orders are processed through Havyn's order management system.
• Payment is released to the seller only upon successful completion of the transaction.

Havyn may delay payment releases where fraud, disputes, or policy violations are suspected.

Eligible purchases may qualify for Havyn Buyer Protection.

Buyer Protection may apply where:

• An item is not delivered.
• A materially different item is received.
• An item arrives damaged.
• A seller fails to fulfill an order.

Coverage and eligibility are subject to Havyn's Buyer Protection and Dispute Policies.

Users may not:

• Commit fraud or deceptive practices.
• Submit false claims or disputes.
• Circumvent Havyn payment systems.
• Manipulate ratings or reviews.
• Sell prohibited products.
• Interfere with platform operations.

Violations may result in suspension, account termination, or legal action.

Havyn may charge service fees, seller fees, payment processing fees, or other marketplace-related charges. All applicable fees will be disclosed prior to completing a transaction.

Users may not copy, distribute, modify, reverse engineer, or commercially exploit Havyn's software, branding, content, or platform without written authorization.

To the fullest extent permitted by law, Havyn shall not be liable for:

• Seller misconduct
• Delivery carrier delays
• Product defects
• Indirect or consequential damages
• Lost profits or business opportunities

Havyn's total liability shall not exceed the amount paid for the transaction giving rise to the claim.

Havyn may suspend, restrict, or permanently terminate accounts involved in:

• Fraud
• Abuse of marketplace policies
• Repeated disputes
• Identity misrepresentation
• Illegal activity

These Terms shall be governed by the laws of the Federal Republic of Nigeria. Any disputes relating to these Terms shall first be submitted through Havyn's dispute resolution process before any legal action is initiated.

Havyn's dispute process protects buyers when there is a genuine problem with an order while ensuring sellers are protected from unsupported, unreasonable, or fraudulent claims.

All purchases made on Havyn are final unless the order qualifies for protection under this Policy.

Havyn does not provide general returns or refunds for change of mind, buyer preference, or other issues that are not caused by a problem with the item, listing, seller, or fulfillment of the order.

A buyer may open a dispute where:

• The item was not received.
• The wrong item was received.
• The item arrived damaged.
• The item has a defect that was not disclosed before purchase.
• The item is materially different from its listing, photos, description, specifications, size, quantity, or advertised condition.
• A material defect, wear, alteration, or damage on a used item was not disclosed.
• The seller failed to fulfill the order as agreed.
• Another material problem exists that Havyn determines qualifies for Buyer Protection.

A problem is considered material when it meaningfully affects the item's expected use, condition, value, appearance, or conformity with the listing.

Havyn Buyer Protection does not cover:

• Change of mind.
• Buyer's remorse.
• A buyer deciding they no longer want or need an item.
• Personal preferences regarding style, fit, colour, appearance, feel, or other subjective characteristics where the item matches the listing.
• Selecting the wrong size, colour, variation, quantity, or other option where the seller fulfilled the option selected by the buyer.
• Defects, wear, damage, or other conditions that were clearly disclosed in the listing before purchase.
• Normal wear reasonably expected from an item sold as used or pre-owned.
• Damage caused by the buyer after delivery.
• Damage resulting from misuse, alteration, attempted repair, improper handling, or failure to follow reasonable care instructions.
• Claims that cannot reasonably be supported by the evidence provided.

Sellers may voluntarily offer returns outside Havyn Buyer Protection, but Havyn is not responsible for enforcing or funding voluntary returns unless otherwise required by applicable law.

A buyer must inspect the item and submit any dispute within two (2) hours of confirmed delivery.

If no dispute is submitted during this period, the order may automatically be marked as completed and the seller's funds may be released.

Failure to inspect an item during the review period does not automatically extend the dispute window.

Havyn may consider an exception where required by applicable law or in exceptional circumstances at Havyn's discretion.

The buyer is responsible for providing enough evidence to support the claim being made.

Depending on the dispute, Havyn may require:

• Clear photos of the item.
• Video demonstrating the claimed defect or problem.
• Photos or video of the item's packaging.
• Delivery documentation.
• Tracking information.
• Screenshots or communications between buyer and seller.
• The original product listing.
• Photos showing labels, sizes, serial numbers, identifying marks, or other relevant product information.
• Any other evidence reasonably requested by Havyn.

Evidence must be authentic, relevant, and unaltered.

Simply alleging that an item is defective, damaged, incorrect, or not as described does not automatically entitle a buyer to a refund.

Havyn may reject a dispute where the evidence does not reasonably support the buyer's claim, including where the buyer's own evidence demonstrates that the item functions substantially as described.

After a dispute is opened, the seller will ordinarily have twenty-four (24) hours to respond.

The seller may:

• Accept responsibility.
• Offer a refund.
• Offer another reasonable resolution.
• Submit counter-evidence.
• Dispute the buyer's claim.

If the seller does not respond within the required period, Havyn may proceed without the seller's response.

Failure by a seller to respond does not automatically establish that the buyer's claim is valid. The buyer must still provide sufficient evidence to support the claim.

Evidence submitted by the seller after the response deadline may be disregarded unless Havyn determines that an exception is appropriate.

Havyn may consider:

• The original product listing.
• Product photographs and description.
• Advertised product condition.
• Buyer evidence.
• Seller evidence.
• Communications between the parties.
• Delivery information.
• Order history.
• Platform activity.
• The severity of the alleged problem.
• Whether the problem affects the reasonable use or value of the item.
• Whether the condition was disclosed before purchase.
• Any other information Havyn considers relevant.

Havyn will determine the appropriate remedy based on the evidence and the nature and severity of the problem, rather than automatically issuing a full refund whenever a defect is established.

A minor defect is a genuine, undisclosed issue that does not prevent the item from substantially performing its intended function and does not make the item materially different from what was purchased.

Examples may include minor cosmetic imperfections, minor finishing issues, or a functional component that operates but does not operate as smoothly as reasonably expected.

Where Havyn determines that a minor defect exists, Havyn may issue a partial refund of up to ten percent (10%) of the item's purchase price.

The exact amount will depend on the severity and impact of the defect.

When a partial refund is issued:

• The buyer keeps the item.
• No return is required.
• The partial refund constitutes the resolution of the dispute.
• The remaining eligible funds are released to the seller.
• The dispute is closed.

A minor defect does not ordinarily qualify for a full refund. Havyn does not offer replacements as a dispute outcome.

Where an undisclosed defect materially affects the item's intended use, condition, or value, or the item is materially different from its listing, Havyn may require a return for a full refund of the item's purchase price.

Examples may include:

• A product that does not function as reasonably intended.
• Significant undisclosed damage.
• A substantially incorrect size, model, quantity, or specification.
• An item in materially worse condition than advertised.
• Receiving a materially different product from the one ordered.

Havyn will determine whether a defect is minor or material based on the available evidence and circumstances of the transaction.

A full refund under this Policy means a refund of the item purchase price only.

Unless otherwise required by applicable law, the following are not refundable through Havyn's dispute process:

• Delivery or shipping fees.
• Havyn service or buyer protection fees.
• Payment processing charges.
• Return delivery expenses.
• Other transaction-related charges.

A full refund may require the buyer to return the item before the refund is processed.

Havyn may make an exception and issue a refund without requiring a return where returning the item would be unreasonable, unsafe, legally inappropriate, or disproportionately costly relative to the item's value.

Where Havyn requires an item to be returned, Havyn will determine who is responsible for the return delivery cost.

Seller Responsibility

The seller will ordinarily be responsible for reasonable return delivery costs where Havyn determines that the seller is materially at fault, including where:

• The wrong item was sent.
• The item has a material undisclosed defect.
• The item is materially different from the listing.
• The seller materially misrepresented the item's condition.

Buyer Responsibility

The buyer will ordinarily be responsible for return delivery costs where:

• Havyn determines that the item substantially matches its listing and is functional, but the buyer still wishes to return it.
• The return is based on buyer preference or another reason not covered by Buyer Protection.
• Havyn otherwise determines that the seller is not materially responsible for the return.

Unclear Responsibility

Where neither party is clearly responsible, Havyn may determine responsibility for return delivery based on the circumstances of the transaction.

Havyn does not ordinarily pay return delivery costs.

Where a return is required, the buyer must return:

• The item received.
• In substantially the same condition in which it was received.
• With included accessories, components, or other materials where applicable.

The buyer must package the item reasonably to prevent additional damage during return delivery.

If an item is returned materially altered, used beyond what was reasonably necessary to inspect it, intentionally damaged, missing components, or otherwise in materially different condition, Havyn may reduce or deny the refund.

Refunds requiring a return may be withheld until the return has been delivered and its condition reasonably confirmed.

Havyn does not offer replacements as a dispute resolution outcome.

Where an item is materially defective, materially different from the listing, incorrect, or otherwise qualifies for protection under this Policy, the resolution is a refund (full or partial, and subject to return where required) rather than a replacement item.

Havyn will not require a seller to provide a replacement item, and a seller's offer of a replacement does not satisfy a buyer's refund entitlement under this Policy unless the buyer expressly accepts it and the dispute is closed on that basis outside Havyn's refund process.

Where evidence indicates that an item was appropriately packaged and shipped by the seller but was damaged while in the possession of a delivery partner, Havyn may treat the matter as a delivery or courier claim rather than seller fault.

Havyn will make reasonable efforts to assist with the applicable courier's claims or resolution process.

Resolution of courier-caused damage may be subject to the courier's terms, investigation, insurance, compensation limits, and claims process.

Havyn does not guarantee that a courier will approve or pay a claim.

The Nigerian market includes products that may be described as replicas, dupes, inspired products, or otherwise not manufactured by the original brand.

A seller must never represent a replica, imitation, dupe, or non-authentic item as authentic or original.

Where an item is clearly and accurately disclosed as a replica, dupe, inspired item, or otherwise non-authentic before purchase, the item's non-authenticity alone will not qualify as grounds for a dispute.

Where an item is advertised or represented as authentic, original, or genuine and the buyer provides reasonable evidence that it is counterfeit or otherwise not authentic, Havyn may treat the item as materially not as described.

Havyn may request additional evidence regarding authenticity before resolving such a dispute.

Nothing in this section permits the sale of any product prohibited by applicable law or otherwise prohibited by Havyn.

Buyer Protection does not cover damage caused after delivery through:

• Misuse.
• Improper handling.
• Modification or alteration.
• Attempted repair.
• Accidental damage after receipt.
• Failure to follow reasonable product instructions.
• Normal wear after use.

Where the evidence indicates that the item was delivered in the condition described by the seller and subsequently damaged by the buyer, Havyn may deny the dispute and release the funds to the seller.

Users may not:

• Submit knowingly false claims.
• Manipulate, edit, fabricate, or misrepresent evidence.
• Intentionally damage an item to obtain a refund.
• Misrepresent the condition in which an item was received.
• Abuse the dispute process to obtain free products, refunds, discounts, or other benefits.
• Repeatedly file unsupported or bad-faith disputes.

Havyn may consider a user's dispute and transaction history when investigating suspected abuse.

Abuse may result in denial of Buyer Protection, account restrictions, suspension, or permanent removal from Havyn.

After reviewing the available evidence, Havyn may:

• Deny the buyer's claim and release the applicable funds to the seller.
• Issue a partial refund of up to 10% for a qualifying minor defect.
• Require return of an item for a full refund of the item purchase price.
• Refer courier-caused damage through the applicable delivery claims process.
• Take another reasonable action permitted by this Policy and applicable law.

Havyn may request additional evidence from either party before making a decision.

The existence of a problem does not automatically entitle a buyer to a full refund. Remedies will be proportionate to the nature and severity of the issue established by the evidence.

Havyn's dispute decisions are final within Havyn's internal dispute process unless:

• Material new evidence becomes available;
• Havyn determines that the original decision was made using materially incomplete or inaccurate information; or
• Further review is required by applicable law.

Havyn reserves reasonable discretion in applying this Policy to circumstances not expressly addressed above, subject to applicable law.

All sellers are responsible for maintaining accurate listings and providing a positive customer experience. By listing products on Havyn, sellers agree to comply with this Seller Policy.

All listings must:

• Accurately describe the item being sold.
• Include clear and authentic photos.
• Disclose defects, wear, or damage.
• Reflect accurate pricing.
• Comply with applicable laws.

Misleading listings may be removed without notice.

Sellers must ensure that listed products are available for purchase. Repeated cancellations due to unavailable inventory may result in account restrictions.

Sellers must:

• Process orders promptly.
• Ship within stated timelines.
• Provide delivery information where applicable.
• Cooperate with buyers throughout the fulfillment process.

Failure to fulfill orders may impact seller performance metrics.

Sellers are responsible for ensuring that products delivered match:

• Product descriptions
• Product images
• Product specifications
• Advertised condition

The following may not be sold on Havyn:

• Counterfeit goods
• Stolen goods
• Illegal products
• Weapons
• Controlled substances
• Adult content
• Fraudulent services
• Products prohibited by Nigerian law

Havyn may immediately remove prohibited listings and suspend seller accounts.

Where a buyer qualifies for a refund under Havyn policies, sellers agree to cooperate with the refund process. Havyn may require sellers to accept returns or refund eligible transactions.

Seller accounts may be evaluated based on:

• Fulfillment rates
• Order cancellation rates
• Delivery performance
• Buyer ratings
• Dispute frequency

Poor seller performance may result in reduced visibility, listing restrictions, temporary suspension, or permanent removal.

Seller earnings become eligible for release after:

• Buyer confirmation of delivery;
• Expiration of the buyer review period; or
• Successful dispute resolution.

Havyn reserves the right to delay or withhold payouts while investigating fraud, policy violations, or suspicious activity.

Sellers may not:

• Manipulate reviews
• Create fake orders
• Misrepresent products
• Solicit off-platform payments
• Circumvent Havyn's transaction systems

Violations may result in immediate account suspension or permanent removal from the marketplace.

Sellers are solely responsible for complying with all applicable tax, consumer protection, import, export, and commercial regulations related to products sold through Havyn.