SMARQET E-COMMERCE LIMITED — RETURNS, REFUNDS & DISPUTE POLICY

At Smarqet, we are committed to trust, fairness, and buyer security. This Returns, Refunds & Dispute Policy explains how product returns, order cancellations, and refunds are processed.

1. THE 48-HOUR INSPECTION WINDOW

All purchases on Smarqet are protected by our Buyer Protection & Escrow Protocol.

• Customers have 48 hours from the timestamp of confirmed delivery to inspect their order and initiate a return or dispute request via the Smarqet app or support desk.
• If no dispute is lodged within this 48-hour window, the order is marked completed, and funds are automatically released for settlement into the vendor’s bank account.

2. ELIGIBILITY FOR RETURNS

A return request will be approved under any of the following verified conditions:

• Defective or Damaged Items: The product arrived broken, torn, non-functional, or damaged during transit.
• Material Discrepancy: The item received is substantially different from the vendor's catalog listing (incorrect size, incorrect color, wrong specifications, or incorrect model).
• Counterfeit Goods: The product is verified to be non-genuine or fake when advertised as an authentic or branded product.
• Missing Items: Items or accessories listed in the order are absent from the delivered package.

Requirements for Valid Return:

• The product must remain unused, unwashed, and in its original condition.
• Original tags, packaging, seals, warranty cards, and accessories must remain intact.

3. NON-RETURNABLE ITEMS

For health, safety, and hygiene regulations, the following items are non-returnable unless delivered damaged or expired:

• Fresh perishable groceries, dairy, vegetables, meat, and cooked food items.
• Underwear, inner garments, swimwear, and personal hygiene/cosmetic products with broken factory seals.
• Digital airtime, data vouchers, or activated software license keys.

4. ORDER CANCELLATIONS

• Before Vendor Dispatch: Buyers may cancel an order directly from the app before the vendor marks the item as "Ready for Dispatch" or hands it over to the courier. A 100% refund is issued immediately.
• After Dispatch: If an order has already been handed over to the courier, the delivery fee cannot be refunded, and the cancellation will follow standard return review procedures.

5. REFUND PROCESS & TIMELINES

Once a returned item is received, inspected, and verified:

• Approved Refunds: Refunds are processed through our primary payment partner, Paystack.
• Payment Source Reversal: Depending on the payment method used, refunds are credited:
  • Smarqet In-App Balance: Instant (0–1 hour) for immediate use on new orders.
  • Debit Card / Bank Transfer (Paystack): 1 to 5 business days, subject to the customer's commercial bank processing network.
• Deductions: Return shipping costs may be deducted if the return is due to buyer preference rather than merchant fault or product defect.

6. DISPUTE RESOLUTION

If a merchant rejects a customer’s return request:

• Smarqet’s internal dispute mediation team steps in.
• Both parties must submit photo or video evidence through the app within 24 hours.
• During active mediation, vendor payout funds remain frozen in escrow.
• Smarqet's determination is final and binding on both users to ensure fair market standards.

7. CONTACT