The Lagos State Government has warned businesses operating in the state against using “No Refund, No Return and No Cancellation” policies to deny customers remedies guaranteed under consumer protection laws.
The warning was issued by the Lagos State Consumer Protection Agency, in a statement shared by the state government on Facebook on Wednesday.
The agency’s General Manager and Chief Executive Officer, Afolabi Solebo, gave the warning during a mediation session at its headquarters in Ikeja involving a customer and an event centre over a disputed cancellation charge.
The customer had booked the facility and paid a 50 per cent deposit but later requested cancellation of the reservation.
The event centre’s management reportedly insisted on retaining 50 per cent of the total booking cost, citing its cancellation policy.
“Reacting to the dispute, Solebo stressed 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. It cautioned businesses against using blanket disclaimers and restrictive contractual clauses to evade their legal responsibilities,” the statement said.
However, the agency clarified that consumer protection laws do not guarantee automatic full refunds in every transaction, saying entitlement to a refund, return or cancellation depends on the circumstances and applicable legal provisions.
It noted that a customer changing their mind does not, by itself, establish an entitlement to a refund.
The agency urged businesses to review their refund policies, warranty conditions, cancellation charges and contractual terms to ensure compliance with the law.
It also advised consumers to examine terms and conditions before making payments, request receipts and retain transaction records, while reporting suspected unfair business practices.
Solebo disclosed that LASCOPA had received complaints over the past six months about business practices allegedly undermining consumer rights.
He said some cases were still being investigated, while others had been resolved through the agency’s intervention.
The latest warning comes as LASCOPA 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 ₦860m for residents in the preceding five years. Solebo said the complaints covered sectors including banking, electricity, transportation, hospitality, education and healthcare.
In April, The PUNCH reported that LASCOPA secured a ₦2.5m refund for a Lagos-based engineer, Peter Obidike, whose goods were damaged by a transport company during transit from Abuja. The company had initially declined to accept responsibility for the damaged item before the agency intervened.
