Thank you for purchasing from The Rail Nigeria.
Due to the nature of our business and products, the following policy governs all returns, exchanges, and store credit requests. This policy is separate from our Delivery Policy, which can be accessed [HERE]. You may also review our full Terms & Conditions [HERE] and our Privacy Policy [HERE].
Placing an order with The Rail Nigeria confirms that you have read and agreed to the terms outlined below.
Important Notice Before Ordering
It is the customer’s responsibility to review:
- Product descriptions
- Size guides and measurements
- Production and delivery timelines
Orders placed without confirming sizing, fit, or delivery windows are not eligible for refunds. In such cases, customers may only qualify for an exchange or store credit, subject to this policy.
Customer Support
If you have questions before or after placing your order, please contact:
📧 customercare@therailclothing.com
Proof of Purchase
Proof of payment is required for all returns, exchanges, or store credit requests.
Conditions for Exchange
We accept exchanges only for items that meet all of the following conditions:
- Unworn, unwashed, and unaltered
- In original condition with all tags intact
- Free from stains, scent (including perfume or deodorant), makeup marks, or damage
- Includes any promotional or complimentary items received with the order
Items that do not meet these conditions will be returned to the customer and will not qualify for exchange or store credit.
Size Guide & Fit Responsibility
Customers are required to review the size guide, garment measurements, and fit descriptions before placing an order.
The Rail Nigeria is not responsible for sizing issues resulting from failure to consult the size guide or product details. Fit preferences (tight, loose, oversized, relaxed) are subjective and do not constitute a fault or error on our part.
Orders placed without reviewing sizing information are not eligible for refunds and may only qualify for exchange or store credit, subject to policy.
Length, Height & Model Reference Disclaimer
Product length descriptions (e.g. mini, midi, midaxi, maxi) are based on standard garment measurements and may appear differently depending on individual height, body proportions, and fit preference.
Models featured on our website are referenced for styling purposes only. Where provided, model height is stated to guide customers. It is the customer’s responsibility to consider how garment length may differ on their own body.
Differences in how a garment sits due to height or proportions do not constitute an incorrect item being sent and are not grounds for a refund, exchange, or dispute.
Product Images & Styling
We make every effort to display products accurately. However:
- Colours may vary slightly due to screen settings and device differences
- Styling, accessories, heels, or layering shown in product images are for presentation purposes only
Only the garment described in the product listing is included unless otherwise stated.
Exchange Timeframes
Eligible items must be returned within the following timeframes:
- Abuja Orders: Within 2 business days of delivery or pickup
- Nigeria (Outside Abuja): Within 5 business days of delivery
- International Orders: Within 10 business days of delivery
Exchange requests made outside these timeframes will not be accepted.
Inspection & Processing
All returned items undergo a quality inspection upon arrival.
- If the item passes inspection, it will qualify for exchange or store credit
- If the item fails inspection, it will be returned to the customer
⏳ Processing Time: Please allow 7–14 business days after the item arrives at our warehouse for your exchange or store credit to be processed.
Final Sale Items
The following items are final sale and are not eligible for return, refund, or exchange:
- Sale items
- Clearance items
- Black Friday or promotional items
- Made-To-Order items
- Customized or altered pieces
Final sale items may only be exchanged if an incorrect size or style was sent in error.
Definition of Incorrect Item
An “incorrect item” refers strictly to:
- A different style than what was ordered, or
- A different size than what was ordered
Differences in fit, length perception, colour tone, or styling outcome do not qualify as an incorrect item.
Return Shipping
- Customers are responsible for all return shipping costs
- Original shipping fees are non-refundable
- We strongly recommend using a trackable shipping service
The Rail Nigeria is not responsible for lost or delayed return shipments.
Refunds & Store Credit
We do not issue cash refunds.
Approved returns are processed as:
- ✔️ Store credit (Exchange Voucher) equal to the product value, excluding shipping fees
📌 Faulty Items:
If an item is confirmed to be faulty due to a production error, delivery charges may be reimbursed at our discretion.
Exchange Voucher (Store Credit)
How It Works
- All exchanges are processed through a The Rail Nigeria Exchange Voucher
- Voucher value equals the product price only (delivery charges excluded)
- Vouchers may be used across multiple orders until fully redeemed
How to Use the Exchange Voucher
1️⃣ Add items to your cart
2️⃣ Enter your voucher code at checkout
3️⃣ The voucher value will be applied
4️⃣ Any balance exceeding the voucher must be paid by card or bank transfer
Exchanges are subject to stock availability. If a replacement item is unavailable, customers may select an alternative item or retain store credit.
Abuse & Policy Enforcement
Repeated exchange abuse, false claims, or disputes inconsistent with this policy may result in refusal of future exchanges or account restrictions.
Need Help?
For further assistance, contact:
📧 customercare@therailclothing.com
