At Homemart NG, your satisfaction is paramount. We aim to provide a transparent and fair process for returns and refunds. Please review our policy carefully.

1. Overview & Eligibility for Return

  • Timeframe: Our refund and returns policy lasts 30 calendar days from the date of your purchase. If 30 days have passed since your purchase, unfortunately, we cannot offer you a full refund or exchange.

  • Condition: To be eligible for a return, your item must be unused, unopened (where applicable), and in the exact same condition that you received it. It must also be in its original packaging, complete with all accessories, manuals, and parts.

  • Proof of Purchase: A valid receipt or proof of purchase (e.g., order confirmation email, transaction ID) is required to complete your return.

  • Direct Purchase: Please do not send your purchase back directly to the manufacturer. All returns must be initiated and processed through Homemart NG.

2. Non-Returnable Items

To maintain hygiene, safety, and product integrity, certain types of goods are exempt from being returned:

  • Custom-Made or Cut-to-Size Items: Products that have been custom-ordered, mixed (e.g., custom paint colors), or cut to specific lengths (e.g., pipes, roofing sheets, cables) are non-returnable.

  • Opened or Used Consumables/Chemicals: This includes opened bags of cement, plaster, paint, adhesives, sealants, solvents, and other chemical products where opening compromises integrity or usability.

  • Intimate or Sanitary Goods: Items related to personal hygiene or sanitation.

  • Hazardous Materials: Flammable liquids, gases, or other hazardous materials.

  • Installed Items: Once an item has been installed, fitted, or integrated into a structure, it is no longer eligible for return, unless proven defective prior to installation.

3. Return Process: How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us First: Send an email to info@homemart.ng within the 30-day return window.

  2. Provide Details: In your email, include:

    • Your Order Number.

    • The specific item(s) you wish to return.

    • The reason for the return (e.g., wrong item, defective, changed mind).

    • Photographs of the item(s) to verify their condition, especially if reporting damage or defect.

  3. Await Approval: We will review your request and may ask for additional information. Once your return is approved, we will provide you with instructions on how and where to send your item.

  4. Proper Packaging: Ensure the item is securely packed to prevent damage during return transit.

4. Partial Refunds

In certain situations, only partial refunds may be granted:

  • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.

  • Any item that is returned more than 30 days after delivery (only in exceptional cases and at Homemart NG’s sole discretion).

5. Refunds

Once your return is received and inspected:

  1. We will send you an email notification confirming receipt of your returned item.

  2. We will notify you of the approval or rejection of your refund within [e.g., 3-5 business days] of receiving the item.

  3. If Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card, bank transfer, mobile money), within [e.g., 7-10 business days] after approval.

Late or Missing Refunds: If you haven’t received a refund yet, please:

  1. First, check your bank account or payment method statement again.

  2. Then, contact your bank or payment service provider. There is often some processing time before a refund is officially posted.

  3. If you’ve done all of this and you still have not received your refund, please contact us at [your customer service email here, e.g., support@homemart.ng].

Sale Items: Only regular priced items may be refunded. Sale items or items purchased with a promotional discount cannot be refunded unless they are proven to be defective or damaged upon receipt.

6. Exchanges

We only replace items if they are defective or significantly damaged upon delivery.

  • Reporting: If you receive a defective or damaged item, you must notify us within [e.g., 48 hours or 3 days] of delivery with clear photographic evidence.

  • Process: If approved for exchange, we will provide instructions for returning the damaged item and arrange for a replacement to be sent to you. Please send your item to: [Your Physical Return Address Here].

7. Gifts

  • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once the returned item is received and approved.

  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed of your return.

8. Shipping Returns

  • Return Shipping Cost: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

  • Return Address: To return your product, you should mail your product to the address provided after your return request is approved.

  • Transit Time: Depending on your location, the time it may take for your exchanged or returned product to reach us may vary.

  • Tracking & Insurance: If you are returning more expensive items (value exceeding e.g., ₦50,000), we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without a verifiable tracking number.

9. Need Help?

For any questions related to refunds, returns, exchanges, or assistance with your order, please do not hesitate to contact us at info@homemart.ng. Our team is here to assist you.