By OLUWATOPE LAWANSON

The Lagos State Consumer Protection Agency (LASCOPA) has warned businesses against using internal policies to deny consumers legal remedies.

It says ‘No Refund, No Return and No Cancellation’ clauses cannot override the law.

The General Manager and Chief Executive Officer (CEO) of LASCOPA, Mr Afolabi Solebo, gave the warning in a statement on Thursday in Lagos.

The statement was signed by the agency’s Assistant Director, Public Affairs, Mr Adesile Rufai.

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 (FCCPA) 2018.

He said that the agency had received series of complaints from consumers denied refunds, replacements and other remedies by retailers and service providers on the grounds of internal company policies.

The LASCOPA boss cited a dispute which arose after a consumer had booked an event centre and paid 50 per cent deposit.

According to him, the customer requested reservation cancellation, but the management insisted on retaining 50 per cent of the total booking cost, citing its cancellation policy.

Solebo condemned the action and insisted that where internal company policies conflicted with statutory consumer protection laws, the applicable laws took precedence.

He cautioned businesses against using blanket disclaimers and restrictive contractual clauses to evade their legal responsibilities.

However, the LASCOPA boss clarified that consumer protection laws did not guarantee automatic 100 per cent refunds in every transaction.

The general manager noted that entitlement to refunds, returns or cancellations depended on the circumstances of each transaction and applicable legal provisions.

Solebo explained that a consumer’s change of mind, for instance, did not automatically establish an entitlement to a refund.

He urged businesses to review their refund policies, warranty conditions, cancellation charges and contractual terms to ensure compliance with existing consumer protection laws.

He also advised consumers to understand their rights, insist on receipts and transaction records, examine terms and conditions before making payments and report unfair business practices.

Solebo expressed dismay over the volume of complaints the agency had received since May concerning business practices which undermined consumer rights.

He said that, while some of the cases were still under investigation, others had been resolved through the agency’s intervention.

The general manager urged consumers to remain vigilant and report suspected unfair business practices.

He reaffirmed LASCOPA’s commitment to protecting consumers and promoting fair business practices across the state, reiterating that no company policy should override statutory consumer rights.

He urged Lagos residents with complaints against businesses to contact the agency through its toll-free helpline, 080 0005 2726.

He also urged the use of email at lasgcopa@gmail.com and lascopa@lagosstate.gov.ng to reach the agency for appropriate interventions. (NAN)