Shipping, Returns & Refunds Policy

1 Overview

At Main Market Online, we are committed to a seamless shopping experience from checkout to delivery. This policy explains how we handle shipping, what happens if something goes wrong, and the conditions under which we accept returns and issue refunds.

Please read this policy carefully before placing an order. By completing a purchase on mainmarketonline.com, you agree to the terms set out below.

2 Order Processing

Orders are processed within 1–2 business days of payment confirmation. Business days are Monday through Friday, excluding Nigerian public holidays.

• You will receive an order confirmation email immediately after payment.
• A dispatch notification — including your tracking number and logistics provider — will be sent once your order has been handed over to the carrier.
• For international orders, we may contact you to verify your shipping address before dispatch. Please respond promptly to avoid delays.
• Orders placed after 3:00 PM (WAT) on a Friday, or on weekends or public holidays, will begin processing on the next business day.

3 Domestic Shipping (Nigeria)

We deliver to all states in Nigeria through our logistics partners: GIG Logistics, ZXD Logistics, and eFTD Logistics.

Delivery times are estimates. They may be affected by high-demand periods, weather conditions, or unforeseen logistics disruptions. We are not liable for delays caused by our logistics partners, but we will actively follow up on your behalf.

• Shipping charges are calculated at checkout based on your delivery location and order weight.
• A tracking number is provided once your order is dispatched. You can track your shipment directly with the assigned logistics provider.
• For COD (Cash on Delivery) orders, payment is made to the delivery agent upon receipt. Please have the exact amount ready where possible.

4 International Shipping

We ship internationally through Africanies Import & Export Solutions, operating on the DHL network.

• International shipping charges are calculated at checkout based on destination, package weight, and declared product value.
• A DHL tracking number will be provided once your order is dispatched.
• Delivery estimates begin from the date of dispatch, not the date of order placement.
• We are not responsible for delays caused by customs processing, national holidays in the destination country, or carrier disruptions.

5 Customs Duties, Import Taxes & Regulatory Compliance

5.1 Who Is Responsible for Customs Duties

All international orders may be subject to import duties, VAT, customs brokerage fees, or other charges levied by the destination country’s customs authority. These charges are not included in the product price or shipping fee you pay at checkout.

The recipient (buyer) is solely and entirely responsible for:

• Paying all import duties, taxes, and customs fees upon arrival of the shipment.
• Complying with all import regulations and documentation requirements of the destination country.
• Ensuring that the products ordered are legally importable into their country before placing an order.

5.2 What Happens If Customs Holds, Returns, or Confiscates Your Order

By placing an international order, you acknowledge that you have read and accepted this customs policy in full.

6 Delivery Issues

6.1 Damaged Items on Arrival

If your order arrives visibly damaged:

• Do not discard the packaging — photos of the outer packaging are required for carrier claims.
• Report the damage within 24 hours of delivery by emailing or***@**************ne.com with your order number, a description of the damage, and clear photographs.

Where the damage is due to inadequate packaging on our part or carrier mishandling, we will arrange a replacement or issue a full refund.

6.2 Lost Orders

If your order shows no tracking movement for 10 consecutive business days (domestic) or 20 consecutive business days (international), contact us. We will open an investigation with the carrier. If the carrier confirms the order is lost, we will offer a full refund or replacement shipment at no extra cost — this is entirely our responsibility.

6.3 Failed Delivery Attempts

• If a delivery attempt is unsuccessful because you were unavailable, the carrier may attempt re-delivery or hold the parcel at a depot for collection.
• Please check your tracking for depot collection instructions.
• If the parcel is returned to us after multiple failed delivery attempts: the original shipping charge is non-refundable. A re-delivery fee may apply if you request re-shipment.

6.4 Wrong Delivery Address Provided by Customer

• Contact us immediately — ideally before dispatch — and we will attempt to correct it.
• If the order has already been dispatched, we will try to redirect it, but this is not guaranteed.
• If the order is delivered to the wrong address due to customer error and cannot be recovered — no refund will be issued.
• If the order is returned to us intact: we will refund the product cost only; original shipping charges are non-refundable.

Please double-check your shipping address before completing checkout.

6.5 Wrong Address Caused by Our Error

If we dispatch to an address different from what you submitted at checkout, this is our fault. We will arrange a replacement shipment or issue a full refund including shipping charges — at your preference.

7 Returns Policy

7.1 Return Window

7.2 Eligible Reasons for Return

• You received the wrong item — item does not match your order.
• The item arrived in a defective or broken condition existing at the time of delivery.
• The item is materially different from its description on the website.
• You received an incomplete order (missing items).

7.3 Conditions for a Valid Return

• Items must be unused, unopened, and in their original condition.
• Original packaging, seals, and labels must be intact.
• A valid order number and proof of purchase must be provided.
• For damaged or defective claims, clear photographs must be submitted at the time of the return request.

7.4 Non-Returnable Items

• Opened or partially used personal care, beauty, health, or cosmetic products — for hygiene and safety reasons.
• Items explicitly marked as “Final Sale” or “Non-Returnable” on the product page.
• Items damaged after delivery through customer use, misuse, or mishandling.
• Items returned outside the stated return window.
• Digital or virtual products.
• Items confiscated, seized, or destroyed by customs or any regulatory authority.
• Items that failed delivery due to an incorrect address provided by the customer, where the items cannot be recovered in original condition.

7.5 How to Initiate a Return

1. Email or***@**************ne.com with the subject line: Return Request — Order #[your order number].
2. Include: your full name, order number, reason for return, and photographs where applicable.
3. Do not return any item without first obtaining written Return Authorisation from our team. Unauthorised returns may not be processed.
4. Our team will respond within 2 business days with instructions.

7.6 Return Shipping Costs

8 Refund Policy

8.1 Where We Refund 100% (Including Shipping)

Where the issue is entirely our fault, we bear the full cost:

• Wrong item shipped.
• Item arrived damaged due to our packaging failure.
• Order confirmed lost by the carrier.
• Order cancelled by us before dispatch (e.g. stock unavailability after payment).
• Item materially different from the website description.
• Incorrect address used for dispatch due to our data entry error.

8.2 Where We Refund the Product Cost Only

The product cost — excluding original shipping fees — will be refunded where:

• Your international shipment was returned to us intact by customs following non-clearance.
• Your parcel was returned to us intact after failed delivery attempts.
• Your order was returned to us intact after being delivered to a wrong address you provided, and the items were successfully recovered.

In all cases above, original shipping charges are non-refundable because the shipping service was rendered.

8.3 Where No Refund Applies

• Shipment confiscated, seized, or destroyed by customs due to non-payment of duties.
• Goods seized or destroyed by a regulatory authority (e.g. FDA) due to regulatory non-compliance.
• Items returned in a used, opened, or damaged condition by the customer.
• Return request made outside the stated return window.
• Items on the non-returnable list with no eligible defect reported.
• Failed delivery or loss caused entirely by an incorrect address provided by the customer, where the item was not recovered.

8.4 Refund Processing Timeline

We have no control over the processing speed of your bank or payment provider. If your refund has not appeared after the maximum timeframe stated above, please contact your bank before reaching out to us.

9 Order Cancellations

You may cancel your order before it has been dispatched by contacting us immediately at or***@**************ne.com or via WhatsApp.

• If we cancel your order before dispatch (due to stock issues or any other reason), a full refund will be issued automatically.
• If your order has already been dispatched when you request a cancellation, you must follow the returns process. You will be responsible for return shipping costs.
• COD orders refused at the door without a valid reason (where goods are undamaged) may result in restrictions on future orders from your address.

10 Partial Orders & Missing Items

If your order arrives incomplete (some items missing):

• Contact us within 48 hours of delivery with your order number and a description of the missing items.
• We will verify against the dispatch records and, if the shortage is confirmed, will either ship the missing items or issue a proportionate refund for the missing portion.

Where part of an order was fulfilled correctly, only the unfulfilled portion is eligible for a refund — the shipping charge will not be refunded if the majority of the order was delivered successfully.

11 Regulatory & Import Compliance

Customers are responsible for verifying that the products they order are permitted for import into their country. Main Market Online ships in good faith but cannot guarantee regulatory acceptance in every jurisdiction.

• Products containing ingredients regulated as prescription drugs or prohibited substances in the destination country may be refused entry by customs or regulatory authorities.
• It is the customer’s responsibility to check the regulatory status of any product before ordering — particularly for health, cosmetic, and personal care products.
• Main Market Online will not be held liable for regulatory seizures arising from the customer’s failure to verify import compliance.

12 Disputes & Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Most issues can be resolved quickly and fairly.

• Initiating a chargeback without first contacting us constitutes a breach of this policy.
• We maintain detailed order records, dispatch logs, and carrier tracking data, which we will submit to your bank during any chargeback dispute.
• Fraudulent chargeback claims on orders that were fulfilled correctly will be contested.

To raise a concern, WhatsApp or email in**@**************ne.com with your order number. We aim to respond within 1–2 business days.

13 Contact Us

For any shipping, returns, or refunds enquiry, please reach us through the following: