Refund and Returns Policy

Last updated: 18th June, 2025

At Markethub9ja, we are committed to creating a secure and transparent environment for both our buyers and vendors. This policy outlines how we handle returns, refunds, and buyer complaints to ensure fairness and protection for all parties.

Return Window & Eligibility

You may request a return within 7 calendar days of receiving your item, provided that:

• The item is unused, undamaged, and in its original packaging.
• The item was delivered in error, is defective, incomplete, or not as described.
• You provide photo/video evidence to support your claim.

Note: Returns outside the 7-day window are not eligible unless backed by a valid warranty or defect claim from the brand/vendor.

Items Not Eligible for Return

Some items are not eligible for return for hygiene, safety, or regulatory reasons. These include:

• Underwear, lingerie, or intimate products
• Personal care products (cosmetics, perfumes, etc.)
• Groceries, perishables, or frozen goods
• Health supplements and medications
• Opened software or digital content
• Customized or made-to-order products
• Jewelry and pierced items

How to Request a Return

1. Initiate Request: Contact us within 7 days with your order number, issue description, and clear media proof.
2. Approval Process: Our support team will review and confirm if your return is eligible.
3. Return Logistics: You may be required to drop off the item or wait for pickup (available only in select locations).
4. Inspection: Once received, your item will be inspected before approval.

If your return is valid, you will receive a refund, replacement, or store credit. If not, the item will be returned to you.

Refund Methods & Timelines

• Refunds are processed within 5–10 business days after return approval.
• You may receive refunds via your original payment method or issued to you as Store Credits.
• Store Credits are instant and can be used for future purchases.

Card and bank payment reversals may take additional time depending on your financial institution.

Vendor Payout & Buyer Protection

We operate a vendor-first payout model, meaning vendors may receive payment immediately after delivery confirmation.

• Returns must be initiated within the return window.
• Disputes post-payout may require investigation, mediation, or legal review.
• We reserve the right to deduct validated refund amounts from future vendor payouts if necessary.

Replacement & Exchange

Replacements may be offered depending on item availability. The same return rules apply for eligibility.

Valid Return Conditions

To qualify for a return, the item must:

• Be in original, resellable condition
• Include all tags, accessories, manuals, and freebies
• Be properly packaged for return shipment
• Include order ID and claim evidence

Inspection Timelines & Responsibility

Kindly inspect your delivery immediately. For fragile items or perishables, complaints must be lodged within 24–48 hours.

Markethub9ja is not liable for damage caused by late reporting, improper use, or violation of return procedures.

Need Help?

Reach out to our Support Team:

• Email: support@markethub9ja.com.ng
• WhatsApp: 09153544043
• Phone: +2349153544043
• Live Chat

Policy Updates

This policy may be updated periodically to reflect platform improvements, legal requirements, or market conditions. All users are encouraged to review this page regularly.

Trust First, Always

At Markethub9ja, we prioritize transparency, fairness, and long-term relationships. Our policy is designed to safeguard all parties—buyers, sellers, and the platform—so that e-commerce works better for everyone.