RETURNS
AND REFUNDS POLICY
1. Introduction..
At Citymarket.ng, we want you to have a positive
experience every time you shop with us. Occasionally though, we know you may
want to return items you have purchased.This Returns Refunds Policy sets out
our conditions for accepting returns and issuing refunds for items purchased on
Citymarket.ng, on behalf of our sellers.It also sets out when we will not
accept returns or issue refunds.
2. Return period and conditions for acceptance
of returns
Subject to the rules set out in this Returns;
Refunds Policy, sellers on Citymarket.ng offer returns for most items within 7
days of delivery; and within 15 days of delivery for Official Store items only
( the returns period). We do not accept returns, for any reason whatsoever,
after the returns period has lapsed. This does not affect your legal rights
against the seller.You may return items purchased on Citymarket.ng within the
returns period, for the reasons listed below.
Reason for return |
Applicable product
category |
I changed my mind |
All product categories
except: ● product categories which cannot be returned
for health and hygiene reasons as further detailed at section 3 below,
including: intimates; underwear; nightwear; beach &
swimwear; briefs; facial skincare; fragrances; hair care; hand, feet
& nail care; earrings, health relaxation● ● events ● tickets; and software. |
Size is correct but
doesn't fit as expected |
Clothing and shoes
only |
Item stopped working
well after usage |
All product categories
except: ● clothing; ●sport & fitness; and ● consumables |
Item received broken
or defective |
All product categories |
Packaging was damaged |
All product categories |
Item received with
missing parts or accessories |
All product categories |
Item received used or
expired |
All product categories
except software |
Item seems to be
fake/unauthentic |
All product categories |
Wrong item/colour /
size/model |
All product categories |
We shall only accept returns of items that are
unworn, unused and in the same condition you received them, with their original
packaging and seal intact where applicable, unless the item became defective
after delivery became damaged or defective after reasonable use (in accordance
with manufacturers guidelines where applicable) during the returns period.
3. Items that cannot be returned
We do not accept returns of certain product
categories for health and hygiene reasons Customer safety is important to us,
so certain product categories cannot be returned due to health and hygiene
reasons, or if they may deteriorate or expire rapidly. You shall only be
entitled to return and refund in respect of these items if you received the
wrong item; a damaged or defective item; or a fake or inauthentic item. You are
not entitled to a refund or return of these product categories if you have
changed your mind.
We do not accept returns of customized items We
do not accept returns of goods made, configured or inscribed to your
specification or (e.g. personalized engravings, stamps, monograms, embroidery,
embossing, etching, carving or printing). The seller is not required to accept
returns unless the items are damaged or defective upon arrival, or materially
different from what was ordered.
We do not accept returns of items that you have
damaged after delivery We do not accept returns of used or worn items, unless
the reason for return is that the item stopped working or became damaged or
defective after reasonable use (in accordance with manufacturers guidelines
where applicable) during the returns period. Items becoming defective after
delivery is not an applicable return reason in respect of the following product
categories: clothing, sport & fitness and consumables. If an item is
covered by a warranty, and becomes damaged or defective during the warranty
period, it is not covered by this Returns and Refunds Policy, but by the seller
warranty. Warranty information is displayed on each product page.
4. Packaging returns
When returning an item for any reason, you must
do so in the exact condition you received it from Citymarket.ng, with its
original packaging and all tags and labels attached (e.g. shoes should be
returned within the original shoe box; and seals on items including audio or
video recordings or software must not be removed). Returned items are your
responsibility until they reach us, so do make sure they are packaged properly
and can't get damaged on the way.
You must not include in the packaging with the
returned item any item not pertaining to the returned item as originally
received from Citymarket.ng. You must entirely delete and eliminate all
personal data pertaining to you and/or any third party which may be possibly
present in an item, and de-latch any account possibly latched to the item. Citymarket.ng
will not be responsible for any items erroneously contained within a returned
package, or for any data breach resulting from failure to eliminate personal
data contained in a returned item.
5. Refunds
If we accept your return, or if you order but do
not receive an item, we aim to refund you the purchase price of the item within
the period of time stated on the return timelines
page.
For incorrect, defective, or damaged items, you
will also be refunded for the full cost of delivery of the returned items, once
your return is processed.
If the return is not the result of Citymarket.ng
error or seller error (i.e. you changed your mind or the size does not fit as
expected) you will not receive any refund on delivery fees. The refund request
form shall state which payment method(s) for receipt of refunds are available
to you.
6. Rejected return and refund requests and
forfeiture
All items are inspected on return to verify the
return reasons provided. If your return request is not approved by Citymarket.ng,
you shall not receive any refund of the purchase price or the delivery fees,
and we will make 2 attempts to redeliver within 3 business days.
If both re-delivery attempts are unsuccessful,
we will immediately notify you that we will hold the item for a further 30 days
from the date of the initial notification. Our notification will include
details about pick up location and opening hours.
If you do not collect the item within the
required period, you shall forfeit the item i.e. the item shall become Citymarket.ng
property and Citymarket.ng may dispose of it in any manner that it determines
appropriate e.g. by sale, charitable donation, recycling or destruction.
7. No exchange
We don't offer exchanges. If you would like a
different size or color, please return your unwanted item and place a new
order.