Marketplace Returns & Refund Policy

This Marketplace Returns & Refund Policy explains how cancellations, returns, refunds, replacements, and product-related complaints are handled for purchases made through the MustHave Essential marketplace. Unless otherwise stated on a particular product listing, the Vendor is the seller responsible for the product purchased by the Customer. MustHave Essential facilitates the marketplace transaction and provides customer-support and dispute-resolution processes in accordance with this Policy.

1. Customer's Relationship With the Vendor

When a Customer purchases a product from an independent Vendor through MustHave Essential, the Vendor is responsible for the product and its fulfilment. The Customer may nevertheless contact MustHave Essential regarding an order, and we may facilitate communication and resolution between the Customer and Vendor. MustHave Essential may intervene where necessary to enforce marketplace standards, investigate complaints, protect Customers, or address breaches of Vendor obligations.

2. Order Cancellation

A Customer may request cancellation of an order before the product has been dispatched. Cancellation requests should be submitted as soon as possible. Once an order has been dispatched, cancellation may no longer be possible and the Customer may instead need to follow the applicable return procedure. Where a cancellation is accepted and a refund is due, the refund will be processed through the applicable payment channel. Applicable statutory cancellation rights are not excluded by this Policy.

3. When Can a Product Be Returned?

A Customer may request a return where the product is defective, damaged when received, materially different from the product description, the wrong product, incomplete or missing essential components, fails to meet the stated specifications, is not delivered within the applicable circumstances warranting a remedy, or otherwise qualifies for a return or remedy under applicable law or the relevant product terms.

4. Return Period

Unless a different period is clearly stated for a particular product, Customers should contact MustHave Essential or the relevant Vendor within 7 days of receiving the product to initiate a return request. Certain products may have different return periods because of their nature or applicable Vendor terms; where a different period applies, it should be communicated clearly before purchase.

5. Return Request

A Customer requesting a return may be required to provide the order number, product details, a description of the problem, photographs or video, evidence of damage where applicable, delivery information, and other reasonable information required to investigate the request. Customers should not dispose of or materially alter a product that is the subject of a dispute before the matter has been reviewed.

6. Product Condition

Unless the return concerns a defect, damage, incorrect product, or another circumstance where the condition is not attributable to the Customer, returned products should generally be in their original condition, unused where applicable, returned with original packaging, accessories and components, and accompanied by relevant documentation where applicable. Specific return requirements may vary by product category.

7. Products That May Have Return Restrictions

Some products may have restrictions on returns because of their nature, including perishable products, personalized or customized products, certain hygiene-sensitive products, products that have been opened or used where health or safety considerations apply, digital products where access or consumption has commenced, and other products where applicable law permits a specific return restriction. Nothing in this section removes a Customer's statutory rights where those rights cannot legally be excluded.

8. Wrong, Damaged, Defective, or Incomplete Products

If a Customer receives a wrong, damaged, defective, or incomplete product, MustHave Essential may request evidence and contact the Vendor. Depending on the circumstances, the available remedy may include replacement, repair, return, refund, partial refund where appropriate, or another lawful remedy.

9. Vendor Responsibility

Vendors are responsible for ensuring that products accurately correspond to their listings, are of acceptable quality and fit for their stated purpose, are properly packaged, orders are fulfilled correctly, product information is accurate, returns are handled appropriately, and they cooperate with legitimate investigations and refund or replacement requests. A Vendor's failure to meet marketplace obligations may result in account restrictions, withheld or adjusted settlement where permitted, suspension, removal of listings, or termination from the Platform.

10. Refunds

Where a refund is approved, MustHave Essential may initiate or facilitate the refund through the applicable payment provider. Refunds will normally be returned through the original payment method where practicable. MustHave Essential cannot guarantee the exact time taken by a bank or payment processor to credit a refunded amount after the refund has been initiated.

11. Vendor Settlement and Refunds

Because MustHave Essential operates a marketplace, Customer payments may be subject to Vendor settlement arrangements. Where a legitimate refund, cancellation, chargeback, fraud investigation, or transaction dispute arises, MustHave Essential may delay, adjust, reverse, or recover a Vendor settlement where permitted, to protect Customers and maintain the integrity of marketplace transactions.

12. Delivery-Related Refunds

Where a product is not delivered, is materially delayed, is delivered to the wrong address due to Vendor or logistics error, or is otherwise subject to a delivery-related failure, MustHave Essential may investigate the matter with the Vendor and delivery provider. Depending on the circumstances, the Customer may be offered replacement, redelivery, refund, or another appropriate remedy.

13. Change-of-Mind Returns

A change-of-mind return may be accepted where the applicable Vendor's product terms allow it. Where not otherwise required by applicable law, the applicable product-specific return conditions may determine whether the product can be returned, the return period, whether the Customer pays return shipping, whether a restocking charge applies where lawful, and whether a refund or replacement is available. Any material restriction should be communicated to the Customer before purchase.

14. Refunds for Cancelled Orders

If an order is cancelled before fulfilment and a refund is due, MustHave Essential will initiate or facilitate the applicable refund. If an order has already been dispatched, the Customer may be required to follow the applicable return procedure.

15. Disputes Between Customers and Vendors

Where a dispute arises, MustHave Essential may review order records, product listings, payment records, delivery records, tracking information, Customer and Vendor communications, photographs and videos, return records, and other relevant information, and may make a marketplace decision concerning the transaction in accordance with the applicable terms, policies, evidence, and legal requirements.

16. Chargebacks and Payment Disputes

Where a Customer initiates a payment dispute or chargeback through a bank or payment provider, MustHave Essential may provide relevant transaction, order, delivery, and communication records to the applicable payment processor or financial institution. A payment dispute may result in the relevant transaction or Vendor settlement being reviewed.

17. Fraudulent or Abusive Returns

MustHave Essential may investigate repeated or suspicious return and refund requests. Where there is reasonable evidence of fraud, abuse, false claims, payment fraud, product substitution, deliberate damage, or manipulation of the returns process, MustHave Essential may refuse an illegitimate claim, restrict an account, suspend a Vendor, or report suspected unlawful activity where appropriate.

18. Marketplace Protection

MustHave Essential may establish additional protections, procedures, or requirements for certain products, Vendors, Customers, or transaction types, including transaction reviews, additional verification, temporary settlement holds, product documentation requests, or other reasonable compliance measures.

19. Consumer Protection

Nothing in this Policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot lawfully be excluded under applicable Nigerian law. The Federal Competition and Consumer Protection Commission identifies consumer rights including access to understandable information, accurate pricing and product information, cancellation rights in applicable circumstances, return rights, quality protections, and remedies for defective goods.

20. Policy Changes

MustHave Essential may update this Returns & Refund Policy from time to time. Where material changes are made, we may notify Customers and Vendors through the Platform or other appropriate channels.

21. Contact Us

MustHave Essential Ltd — Email: musthaveessentialng@gmail.com · Phone: +234 704 708 8094 · Address: 23 Oladehinde Bakare, Iba, Badagry, Lagos · Website: shopmusthave.com