Draft pending qualified legal review. This page was written in plain language by the CelebIsland team to describe our real, current practices. It has not yet been reviewed by a qualified lawyer and is not final legal counsel. If something here looks wrong, unclear, or out of date, please
contact us and we will fix it.
Effective date: September 8, 2026 | Last updated: September 8, 2026
In short:- Pay through the Market checkout (from your CelebIsland wallet). That money is held until after delivery, and a refund comes back to your wallet.
- If an item never arrives, or is materially not what was described, tell us within 7 days and we will review it.
- Payments made outside the checkout (for example a direct bank transfer to the seller) are not held by CelebIsland and we cannot always get that money back.
- Report anything that looks like a scam — it helps us remove the seller before they can do it again.
Before you buy
- Read the full listing, including condition, price, and delivery terms.
- Message the seller with any questions before paying — a seller unwilling to answer basic questions is a warning sign.
- Keep the conversation on CelebIsland where possible, so there is a record if something goes wrong.
Paying for an order
As explained in our Marketplace Terms, Market checkout takes the order total from your CelebIsland wallet and holds it: the seller is paid only after delivery and a short holding period, and not while a dispute is open. To ask for your money back, open the order from your purchases and press Request refund, or Open dispute to have our team review it. An approved refund is credited back to your wallet. If you paid a seller some other way, keep the receipt — it is the main evidence we can use.
What is covered
- Item never arrives after the seller confirmed payment and a delivery window has clearly passed.
- Item is materially not what was described — wrong item, fake/counterfeit, or significantly different condition than listed.
What is not covered
- Simply changing your mind about a purchase — that is between you and the seller unless their own listed terms allow it.
- Payments made completely outside CelebIsland with no record we can review (for example, a transfer to a bank account with no matching order or conversation on the platform).
- Minor, expected differences in a used item’s condition that were disclosed in the listing.
How to raise a dispute
- Message the seller first and try to resolve it directly — most issues are solved here.
- If that fails, open a dispute on the order, or write to support@celebisland.com, within 7 days of delivery or of when delivery was due.
- Include your proof of payment, the listing, and your conversation with the seller.
- We review both sides and reach a decision. Our decision on the platform is final, but it does not take away any legal right you have under Nigerian consumer law.
Honest limits of this policy
We can remove a scamming seller, restrict their account, and mediate in good faith. For orders paid through the checkout the money is still held when you raise a problem in time, so an approved refund goes straight back to your wallet; for money paid outside the checkout we cannot force a refund the way a bank chargeback can. Buying from members with a track record on the platform, keeping records, and reporting problems quickly gives you the best protection under the system we have today. We are working toward stronger, automated buyer protection as our payment infrastructure grows.
