Last Updated: July 2026

This Returns & Refund Policy governs purchases made through MaterialMall (“Marketplace”, “we”, “our”, or “us”). Because MaterialMall is a multivendor marketplace, products are sold by independent vendors. Each vendor is responsible for fulfilling orders, inspecting returned products, approving eligible refunds, and complying with this policy.

By placing an order on and through Material Mall, you agree to the terms of this policy.

1. Return Eligibility

Most eligible products may be returned within the return period stated on the product page after delivery.

The applicable return period is determined by the product category and will normally range between 3 and 7 calendar days, unless a different period is clearly stated on the product listing.

To qualify for a return, the product must:

  • be unused and uninstalled;
  • be in the same condition as delivered;
  • include all original accessories, manuals, labels and packaging where applicable;
  • not show signs of misuse, alteration, or damage caused after delivery;
  • be accompanied by proof of purchase or order confirmation.

MaterialMall or the selling vendor reserves the right to inspect all returned products before approving a refund or replacement.

2. Products That Cannot Be Returned

For health, safety, quality control and commercial reasons, certain products are non-returnable unless they were delivered damaged, defective or materially different from what was ordered.

These include, but are not limited to:

  • Sand
  • Gravel
  • Granite chippings
  • Cement already opened or exposed to moisture
  • Ready-mix concrete
  • Asphalt products
  • Bulk aggregates
  • Perishable construction chemicals
  • Mixed paints or paints tinted to customer specifications
  • Custom-made or specially manufactured products
  • Cut-to-size products
  • Fabricated steel or aluminium products made to customer specifications
  • Made-to-order doors, windows, cabinetry or furniture
  • Gift cards
  • Downloadable software or digital products
  • Certain health, hygiene or personal care products
  • Products clearly marked on the product page as Non-Returnable

3. Damaged, Incorrect or Defective Products

Customers should inspect all deliveries immediately upon receipt.

If you receive:

  • a damaged product;
  • an incorrect product;
  • an incomplete order;
  • a defective product; or
  • a product materially different from its description,

you must notify MaterialMall through your account or customer support within 48 hours of delivery, together with photographs or other reasonable evidence where requested.

Failure to report such issues within the required period may affect your eligibility for a refund or replacement.

4. Non-Acceptance at Delivery

Where applicable, customers should refuse delivery if:

  • the packaging has been significantly damaged;
  • the product is visibly broken;
  • the wrong item is delivered; or
  • the shipment appears tampered with.

Acceptance of delivery does not automatically remove your legal rights where hidden defects are later discovered.

5. Inspection and Approval

Returned products will be inspected by the selling vendor.

MaterialMall may participate in reviewing evidence where necessary to assist with dispute resolution.

The vendor may:

  • approve a full refund;
  • approve a replacement;
  • approve a partial refund where appropriate; or
  • reject the return if the product does not meet the requirements of this policy.

MaterialMall’s decision during marketplace dispute resolution shall be final unless otherwise required by applicable law.

6. Partial Refunds

Partial refunds may be granted where appropriate, including where:

  • the returned product is not in its original condition for reasons not attributable to the vendor;
  • parts, accessories or packaging are missing;
  • the product has minor cosmetic damage after delivery;
  • installation or handling by the customer has reduced the product’s value;
  • the product is returned outside the applicable return period but the vendor agrees to accept it.

7. Refund Processing

Once a refund has been approved:

  • refunds will normally be made to the original payment method used for the purchase;
  • where this is not reasonably possible, another lawful payment method may be agreed with the customer;
  • processing times depend on payment providers and financial institutions and may take several business days.

MaterialMall is not responsible for delays caused by banks or payment service providers after a refund has been initiated.

8. Late or Missing Refunds

If your refund has not been received:

  1. Check your bank or payment account.
  2. Contact your payment provider.
  3. Contact your financial institution.

If you still have not received your refund after the applicable processing period, please contact:

customersupport@materialmall.ng

9. Sale and Promotional Items

Unless otherwise required by law, products purchased during promotional sales, clearance events or special discounts are not eligible for refunds.

However, defective, damaged or incorrectly supplied promotional items remain eligible for replacement or other remedies where applicable.

10. Exchanges

Products are exchanged only where:

  • the wrong product was supplied;
  • the product arrived damaged;
  • the product is defective; or
  • the vendor expressly agrees to an exchange.

Replacement products are subject to stock availability.

11. Return Shipping Costs

Unless otherwise stated:

Customers are responsible for return shipping costs where the return results from:

  • change of mind;
  • incorrect ordering;
  • preference changes; or
  • any reason not attributable to the vendor.

The vendor will bear reasonable return shipping costs where:

  • the wrong product was delivered;
  • the product was defective;
  • the product arrived damaged due to the vendor’s packaging;
  • the vendor supplied a product materially different from its description.

Original shipping charges are generally non-refundable unless the return results from the vendor’s error.

12. High-Value Products

Customers returning expensive products are strongly advised to:

  • use a trackable delivery service;
  • obtain shipping insurance where appropriate; and
  • retain proof of shipment.

MaterialMall and the vendor are not responsible for returned products lost before being received by the designated return address.

13. Marketplace Role

MaterialMall provides the technology platform connecting buyers and vendors.

MaterialMall is not the manufacturer of products listed by vendors and does not independently guarantee product quality, fitness for purpose, merchantability or suitability beyond obligations imposed by applicable law.

Where disputes arise, MaterialMall may facilitate communication, review evidence, and assist both parties in reaching a fair resolution. MaterialMall reserves the right to make marketplace decisions necessary to protect customers, vendors and the integrity of the platform.

14. Fraud Prevention

MaterialMall reserves the right to refuse returns, refunds or exchanges where there is reasonable evidence of:

  • fraudulent claims;
  • abuse of the returns process;
  • intentional product damage;
  • repeated unjustified refund requests;
  • returned products that differ from those originally supplied.

Accounts engaging in fraudulent activities may be suspended or permanently removed from the Marketplace.

15. Return Address

Returned products should not be sent to manufacturers unless specifically instructed.

Return instructions, including the appropriate vendor return address or authorised collection point, will be provided after a return request has been approved.

Unauthorised returns may be refused.

16. Contact Us

For questions regarding returns or refunds, please contact:

Email: customersupport@materialmall.ng

Website: www.materialmall.ng

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