Consumer Protection

Unpacking Consumers’ Right of Return and Refund in Nigeria

Abstract

This article analyses the main features of the return and replacement framework as provided under the Federal Competition and Consumers Protection Act. It demonstrates the inadequacies of the Act, especially with respect to the lack of awareness among suppliers and consumers. It is argued that the lack of awareness on the part of the supplier or seller and consumers in Nigeria is extensive. However, the Federal Consumer Protection Tribunal and the courts have made some progress but so much needs to be done concerning returns and refunds if goods are defective as expressly provided in the Act. Also, worldwide consumer protection organization has not taken root in Nigeria, this may have militated against effective protection of consumers in the country. It may appear that the focus of individuals and governments is to obtain goods and services with little or no attention to quality. Similarly, awareness is low on the part of the consumers as to the right they have to return, get a replacement, or refund if goods are defective or goods are not fit for purpose. To support the argument for poor awareness, interviews conducted revealed that the supplier, notwithstanding the provisions of the Federal Competition and Consumers Protection Act, is not concerned about consumer satisfaction or addressing the complaint a consumer may have. It is recommended that the solution to the poor treatment of consumers in Nigeria can only be addressed through awareness creation and enforcement. The article concludes by laying emphasis on the effective creation of awareness and strengthening mechanisms to investigate poor-quality products and address consumers’ complaints, where necessary.