RETURNS AND REFUND
What can I return?
We do not accept return based on change of mind.
However, if you must return based on change of mind on an item which was well pictured and described on our site, ordered and delivered to you, the following will be applicable.
- Items eligible for return or exchange must be unworn, unused, un-assembled (furniture/gears) and must remain in same condition as customer received it with original packaging clean and intact.
- Items returned can be exchanged for another one, be it similar or not but equivalent to the price.
- A store credit will be given if you do not find any other product for the exchange.
- If you must return for cash, a restocking fee of 15% will be taken from the total amount.
- Cost of return or exchange will be borne by customer.
We do not accept return for feeding products (bottles, breastpads, breastpumps, etc), clothing, bras and any form of underwear. Returns will not be accepted for this.
You can initiate a return up to 3 days after delivery if:
- You receive a wrong, damaged, defective or counterfeit item
How long will it take to return an item and get my refund?
Please see our timelines for full information.
What are the conditions for returning an item? Requirement for a valid procedure
- Proof of purchase (order number, invoice, etc)
- Reason for return has to be valid and return acceptance conditions met (check out below)
- Return method
- Refund method that you would like and the necessary information associated (bank account number, etc.)
- Return form returned with the product
Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved we will perform a quality check.
If the quality check is successful, we will refund you according to your requested refund method. This will happen within 10 days starting from when your return request was submitted.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.
Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
| Reasons for return | YOUR RETURN MUST BE : | ||||
| New and in Sealed condition | Complete (free gifts, accessories, original packaging) | Not damaged | Tags & labels attached | ||
| Delivery – Wrong Product | ✓ | ✓ Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only | ✓ | ✓ | ✓ item must be in new condition |
| Quality – Damaged Product | ✓ | x | ✓ | x | ✓ item must be in new condition |
| Quality – Defective | ✓ | ✓ | ✓ | ✓ | ✓ item must be in new condition |
| Quality – Product Condition | ✓ | ✓ | ✓ | ✓ | ✓ item must be in new condition |
| Delivery – Parts Missing | ✓ | x | ✓ | ✓ | ✓ item must be in new condition |
| Customer – Change of Mind | Not applicable. Return will not be accepted | ||||
| Not As Expected | Products are well described for further description speak with our customers’ service agent or Chat with us |
How to return a product?
Before returning an item, please check Edgemarketplace.com Return conditions, stated in the questions below, to make sure your item is eligible for return.
You have 3 calendar days to notify us that you want to return your product after its reception.
If your return meets all the requirements, your returns can be initiated via Return form that will be sent to you via email.
Returns are easy. Simply follow the 7 steps stated below:
- Check if your products meets all returns requirements
- Send an email to us requesting for return form
- Fill the form
- Send the Return form to The Edge Marketplace Global Services via email address help@edgemarketplace.com.ng
- Pack items and seal
- Arrange product retrieval, this will be after our Customer service confirms that return meets the first requirement.
- Return to any nearest and save delivery station as advised by our staff please note that you will bear the cost of returning the product to us.
- Your return will go through product quality check
- You will be refunded once the item passed through quality control
- Don’t forget to print out your fill return form and pack it with your product to return.
How much time do I have to return a product to Edgemarketplace.com.ng?
All items sold on edgemarketplace.com.ng are under approved conditions, can be returned within a period of 3 days from delivery date.
Example: If I received my product on Monday 5th, I have until next Wednesday 8th to contact Customer Service.
NOTE: You have 3 days to notify us of your return online or by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 5 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.
How do I send my product to Edgemarketplace.com.ng?
Edgemarketplace.com.ng will advise you on the courier company to use to return the item, bear in mind that you will bear the cost of sending back to us.
How do I track my return status?
We will keep you updated by email and SMS about the status of your return. If any question please do not hesitate to contact our customer service at help@edgemarketplace.com or call +2347055544089
I received something I didn’t order. What now?
Sorry, Please always if possible on your side, verify the item delivered when given by the delivery agent. And reject if not matching your order. In case you accepted it from the delivery agent, you can still return it within 3 days. On confirmation via email by our agent confirming it was different via picture you sent to our email address
Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).
Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 3 days return period. You can reach our team for further questions at help@edgemarketplace.com.ng.
What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 3 days after the delivery, and place a new order when it becomes available again. Please do not hesitate to contact our Customer Service Center help@edgemarketplace.com.ng or call +2347055544089 who will offer the closest available substitute of the product to you.
Do I have to return the free gift when I return a product?
Yes, any free gift must be also be returned.
If I request for a replacement, when will I get it?
It will take between 7 and 15 days to send you the replacement depending on your product and location.
If my refund gets validated, how and when will I get reimbursed?
Refund process begins after we have completed the evaluation of your returned product. Refund will be process 5 working days after we received the item returned. We will send you an email notification once return examination completed.
You can be refunded according to the following table. Note that some refund methods are available according to your payment method and goods paid on delivery are not eligible for refunds.
Refund methods available according to payment methods.
| Payment methods | Refund methods |
| Payment on Delivery | Goods paid on delivery are not eligible for return has we always advised our customers to check the package well before making their payment. |
| Bank Transfer | Replacement or bank transfer |
| Debit Card | Replacement or bank transfer |
If my returned product is not validated for refund, how do I get informed?
If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item. please note that you will bear the cost us sending back the item to you.
Note that we will make several attempts to return the product to you. However, after 2 return attempts, we will cancel the return procedure and we will keep the product with us for a maximum of 60 days for you to pick it up from us.
I have bought an item on promotion or with a coupon code. What amount will you refund me?
For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.
For example: If you purchased an item on sale for 2000 and its original value was 4000, we will refund you 2000.
Refund Timeline:
The refund time starts from the day we receive the item from the delivery company would like to the day the refund process is completed.
All Refunds Nationwide will be completed within:
7- 14
Business Days