The Lagos State Government has warned businesses operating in the state against using blanket "No Refund, No Return and No Cancellation" policies to deny customers legal remedies. The Lagos State Consumer Protection Agency issued the warning following a mediation session at its Ikeja headquarters involving a customer and an event centre over a disputed cancellation charge. The customer had booked the facility, paid a 50 per cent deposit but later requested cancellation. The event centre's management insisted on retaining 50 per cent of the total booking cost, citing its cancellation policy.
Afolabi Solebo, the agency's General Manager and Chief Executive Officer, stressed during the mediation that company policies and contractual terms must comply with the Lagos State Consumer Protection Law 2025 (as amended) and the Federal Competition and Consumer Protection Act 2018. He maintained that where internal policies conflict with statutory consumer protections, applicable laws take precedence. The agency disclosed that it had continued to receive complaints from consumers denied refunds, replacements or other remedies by retailers and service providers on the grounds of internal company policies.
However, the agency clarified that consumer protection laws do not guarantee automatic full refunds in every transaction. It noted that a customer changing their mind does not by itself establish an entitlement to a refund. Entitlement to a refund, return or cancellation depends on the circumstances and applicable legal provisions. The agency urged businesses to review their refund policies, warranty conditions, cancellation charges and contractual terms to ensure compliance with the law.
Solebo disclosed that the agency had received complaints over the past six months about business practices allegedly undermining consumer rights, with some cases still being investigated and others resolved through intervention. The latest warning comes as the agency continues to handle consumer complaints across several sectors. In March, the agency said it had resolved more than 11,000 consumer-rights violation cases and recovered over 860 million naira for residents over the preceding five years. Complaints covered sectors including banking, electricity, transportation, hospitality, education and healthcare.