Naija Market Hub – Returns, Refunds & Cancellation Policy

At Naija Market Hub, we value your satisfaction and aim to provide a seamless shopping experience. This policy outlines the conditions and processes for returns, refunds, and cancellations of orders placed on our platform.

---

1. Returns

Eligibility

• Items can be returned within 7 days of delivery.
• To be eligible, items must be:
  • Unused, unworn, and in original condition, with packaging, tags, and seals intact.
  • Accompanied by proof of purchase (order confirmation or receipt).

Non-Returnable Items

For health, safety, or regulatory reasons, the following items cannot be returned:

• Perishable goods (e.g., food, beverages).
• Opened personal care products (e.g., skincare, cosmetics).
• Intimate wear/undergarments.
• Digital products, downloadable content, and gift cards.

Damaged, Defective, or Incorrect Items

• If your order arrives damaged, faulty, or incorrect, notify us within 24 hours of delivery.
• Please include:
  • A brief description of the issue.
  • Clear photographs of the product and packaging.
• We will arrange a replacement, repair, or full refund at no additional cost.

---

2. Refunds

Process

• Once your returned item is received and inspected, we’ll notify you of approval or rejection.
• Approved refunds will be processed within 7–10 business days.

Method

• Refunds are issued to your original payment method (e.g., debit/credit card, bank transfer, mobile wallet).
• If a refund to the original method is not possible, store credit may be offered.

Delivery Fees

• Shipping/delivery charges are non-refundable, except when the return is due to our error (damaged, defective, or incorrect items).

---

3. Exchanges

• Exchanges are allowed for items of the same type (e.g., size or colour), subject to stock availability.
• If the requested replacement is unavailable, a full refund or store credit will be issued.

---

4. Order Cancellations

Before Dispatch

• Orders can be cancelled within 24 hours of purchase if they have not yet been dispatched.
• To request a cancellation, contact our support team with your order number.

After Dispatch

• Once an order has been shipped, it can no longer be cancelled. Instead, you may request a return after receiving the item (see Returns section).

Special Orders

• Customised or made-to-order items may not be eligible for cancellation once production has begun.

---

5. How to Initiate a Return, Refund, or Cancellation

1. Contact Customer Support at support@naijamarkethub.com within the relevant time window.
2. Provide your order number, reason for return/refund/cancellation, and supporting evidence (photos, if applicable).
3. Follow instructions for courier collection or drop-off (depending on location).
4. Once processed, you will receive confirmation of the refund, replacement, or cancellation.

---

6. Customer Support

• Email: support@naijamarkethub.com
• Hours: Monday to Friday, 9 AM – 5 PM (WAT), excluding public holidays

---

Quick Reference Table

Policy Area	Details
Return Window	7 days from delivery
Non-Returnable Items	Food, opened cosmetics, undergarments, digital products
Damaged/Incorrect	Report within 24 hours
Refund Timeline	7–10 business days after inspection
Refund Method	Original payment method or store credit
Exchanges	Allowed if stock available
Cancellations	Within 24 hours before dispatch
Post-Dispatch Orders	Cannot be cancelled (eligible for return instead)

---