Marketplace Shipping Policy

This Marketplace Shipping Policy explains how orders placed through the MustHave Essential marketplace are processed and delivered. MustHave Essential operates a marketplace connecting Customers with independent Vendors. Because individual Vendors may use different fulfilment and delivery arrangements, shipping times and charges may vary between products and Vendors.

1. Who Ships the Product?

Unless otherwise stated on a product listing, products purchased through the marketplace are fulfilled and shipped by the Vendor who sells the product. A Vendor may use its own delivery arrangements, an independent courier, a logistics company, a third-party fulfilment provider, or another approved delivery service. MustHave Essential may facilitate or coordinate delivery where applicable, but the Vendor remains responsible for ensuring that the Customer receives the product in accordance with the applicable order and marketplace requirements.

2. Delivery Information

The expected delivery location, applicable shipping fee, and estimated delivery timeframe may be displayed during the ordering process or provided through the applicable product listing. Because Vendors may operate from different locations, Customers should review the delivery information for each product before completing an order.

3. Delivery Times

Estimated delivery times depend on Vendor location, Customer location, product availability, courier or logistics provider, delivery method selected, customs or regulatory requirements where applicable, public holidays, and other circumstances affecting transportation. Unless expressly guaranteed, delivery dates and estimates are not guaranteed.

4. Delivery Within Nigeria

MustHave Essential marketplace Vendors may offer delivery to locations throughout Nigeria where their logistics arrangements permit. Delivery availability may vary by Vendor and product, and some products may only be available for delivery to selected locations.

5. International Delivery

Where a Vendor offers international delivery, the applicable product listing or checkout information should identify the available destination and applicable charges. Customers may be responsible for applicable customs duties, import charges, taxes, or other charges imposed by the destination country unless expressly stated otherwise.

6. Shipping Charges

Shipping charges may vary depending on product size and weight, delivery location, Vendor location, courier, delivery method, number of items, and other applicable logistics factors. Where applicable, the shipping charge will be displayed before the Customer completes payment.

7. Multiple Vendors

An order containing products from different Vendors may be delivered in separate packages and at different times, with different delivery times, shipping charges, tracking information, and return arrangements.

8. Order Processing

After successful payment, the Vendor receives the applicable order information necessary to fulfil the purchase and is responsible for processing the order within the applicable timeframe. If a Vendor cannot fulfil an order because a product is unavailable or another material issue arises, MustHave Essential may work with the Vendor to provide an appropriate resolution, which may include cancellation, replacement, or refund where applicable.

9. Tracking

Where tracking is available, Customers may receive tracking information through the Platform, email, SMS, Vendor communication, or the relevant logistics provider. Tracking availability may vary by Vendor and delivery method.

10. Delivery Address

Customers are responsible for providing accurate delivery information, including full name, phone number, delivery address, city, state, postal code where applicable, and other information reasonably required for delivery. MustHave Essential and/or the Vendor may contact the Customer to clarify an incomplete or inaccurate address. Additional delivery charges may apply where a delivery fails because the Customer supplied incorrect information or was unavailable to receive the order.

11. Failed Delivery

Where delivery cannot be completed because a Customer provides an incorrect address, cannot be reached, is unavailable, refuses delivery without a legitimate reason, or fails to comply with reasonable delivery requirements, the Vendor or delivery provider may attempt redelivery or return the product to the Vendor. Any applicable additional delivery charges will be handled in accordance with the applicable Vendor and delivery terms.

12. Damaged Packages

Customers should inspect packages upon delivery where reasonably possible. If a package appears visibly damaged, opened, or tampered with, the Customer should record the condition of the package, take photographs or video where possible, notify the delivery provider where appropriate, and contact MustHave Essential or the Vendor promptly. Customers should retain the packaging and product until the matter has been resolved.

13. Missing or Incorrect Products

If a Customer receives the wrong product, a missing item, an incomplete order, a materially damaged product, or a product that does not correspond with the order, the Customer should report the issue promptly through the applicable customer-support channel. MustHave Essential may contact the Vendor and/or delivery provider to investigate the matter.

14. Delivery Delays

Delivery may be delayed by weather, transportation disruption, security restrictions, public holidays, courier delays, Vendor processing delays, incorrect delivery information, customs procedures, government restrictions, or other circumstances beyond reasonable control. Where a material delay becomes known, reasonable efforts will be made to communicate relevant information to the Customer.

15. Vendor Shipping Responsibilities

Vendors must provide accurate shipping information, dispatch orders within the required timeframe, package products appropriately, use reliable delivery arrangements, provide tracking information where available, ensure that products comply with applicable transportation requirements, and cooperate with MustHave Essential in resolving delivery complaints. Repeated fulfilment failures may result in Vendor warnings, restrictions, suspension, or removal from the marketplace.

16. Shipping and Returns

Shipping arrangements relating to returns are governed by the MustHave Essential Returns & Refund Policy and any applicable product-specific terms. Where a product is defective, incorrect, damaged, or otherwise eligible for return, the appropriate return-shipping responsibility will be determined based on the circumstances and applicable law.

17. Consumer Rights

Nothing in this Shipping Policy is intended to remove or restrict rights available to Customers under applicable Nigerian law. The FCCPC identifies consumer rights relating to timely supply, accurate information, product quality, cancellations, returns, and appropriate remedies.

18. Contact

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