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Refund & Returns Policy

Effective date: 01 01 2025
Last updated: 30 11 2025
Contact: returns@lucemart.ng | +234 7063690462 | Live Chat via site (Mon–Sat 9:00–18:00 WAT)

1. Overview

At LUCE MART we want you to be happy with every purchase. If you are not satisfied, our Returns & Refund Policy explains how to request a return, the timelines that apply, what items are eligible, and how refunds are processed. This policy applies to orders placed through lucemart.ng and any official LUCE MART marketplaces unless otherwise stated in a specific product listing.

2. Return & Refund Types

  • Full Refund: Returned item accepted, refund for product price (and paid shipping if we made an error).
  • Partial Refund: Item returned with minor damage not caused by shipping or used beyond testing (restocking fee may apply).
  • Replacement: If a product is defective, we may replace the item with the same model.
  • Store Credit / Exchange: At your choice (where applicable).
  • No Refund: For items listed as Non-returnable (sealed personal items, downloadable digital products unless defective).

3. Standard Returns Window

  • General products: Returns accepted within 7 days from the date of delivery for change of mind (unless stated otherwise).
  • Defective items: Report within 14 days of delivery for examination and resolution.
  • Warranty claims: Follow manufacturer warranty timelines (e.g., 6 months / 12 months) — please check the product page for warranty length. Warranty claims are processed per manufacturer terms.

Note: For safety-critical products (powerbanks, batteries), follow the special rules in Section 7.

4. How to Request a Return or Refund

  1. Contact Customer Support within the above window: returns@lucemart.ng or use Live Chat. Provide your Order number, product SKU, reason for return, and photos/videos showing the product condition if applicable.
  2. Receive RMA / Return Instructions: Our team will issue an RMA (Return Merchandise Authorization) number and return instructions (packaging, courier options, and address). Do not ship without an RMA — unapproved returns may be refused.
  3. Ship the item as directed. We recommend using a tracked courier and insuring high-value items.
  4. Inspection & Decision: Once we receive and inspect the item, we’ll email you with the refund/replacement decision within 72 hours.
  5. Refund processing: Approved refunds are processed within 7–14 business days to the original payment method or as store credit, depending on your choice and the payment provider’s processing time.

5. Return Eligibility — What We Accept

  • Items returned must be in original condition, unused (beyond reasonable testing), with all accessories, tags, manuals, and original packaging.
  • Proof of purchase (order number, invoice) must be provided.
  • For change of mind returns, the product must be resellable and not damaged. A restocking fee of up to 10% may apply for opened items that require repackaging or re-certification.
  • Faulty or defective items: if product fails within the defined warranty/defect window and inspection confirms fault not caused by misuse, we will repair, replace, or refund at no cost to you.

6. Refunds — Timing & Method

  • Original payment method: Refunds are usually issued back to your original payment method. Processing time depends on your bank/payment provider (often 3–14 business days).
  • Store Credit: If you opt for store credit, it is issued instantly or within 48 hours. Store credit does not expire for [X months/indefinitely — set your policy].
  • Partial refunds and restocking: Where a partial refund applies (e.g., missing accessory), the amount refunded will be pro-rated. Restocking fees (where applicable) will be deducted from the refund.

7. Special rules for battery-powered products (powerbanks, battery packs, batteries)

Powerbanks and other products containing batteries are subject to extra safety and regulatory checks. For these products:

  • Do not ship via air freight without explicit instructions from our Returns Team. Unapproved shipment of batteries can be refused.
  • Defects Safety Checks: On receipt, battery items undergo a safety inspection. Any signs of physical damage, swelling, puncture, or tampering will void refund and warranty.
  • MSDS & compliance: We may request MSDS documents, serial numbers, production batch details, and photos.
  • Warranty claims: Often require a safety report from our inspection team or from a certified third-party lab (costs may be covered by the supplier on valid manufacturing defects).

8. Non-Returnable Items

The following items are typically not eligible for return unless faulty:

  • Consumables (e.g., certain hygiene products, single-use items)
  • Opened personal care or personal hygiene items
  • Downloadable digital goods or codes (unless unused and defective)
  • Items clearly marked “Final Sale” or “Non-returnable” on the product page
  • Products damaged by misuse, accidental damage, or unauthorized repairs

9. Shipping Costs for Returns

  • If return is due to our error (wrong item, defective), LUCE MART covers return shipping costs and will provide a prepaid label or reimburse your shipping cost.
  • If return is change of mind or customer error, the customer covers return shipping unless stated otherwise. We recommend insured, trackable shipping for high-value returns.
  • International returns: Return shipping and taxes/duties for international orders are ordinarily the responsibility of the customer unless otherwise agreed.

10. Exchanges

  • Exchanges are processed based on stock availability. If an identical replacement is not available, we will offer a refund or store credit.
  • For exchanges due to sizing or product variant change, customer covers additional shipping unless exchange is due to our error.

11. Fraud Prevention & Abuse

LUCE MART reserves the right to refuse returns or cancel orders where we detect fraudulent activity, abuse of the returns policy (excessive returns), tampering, or false claims. We may require additional verification (ID, photos, proof of purchase).

12. Dispute Resolution

If you disagree with our returns decision, contact us at returns@lucemart.ng with your case details. We will escalate to our Returns Manager for re-evaluation. If unresolved, we will provide mediation options in line with Nigerian consumer protection guidelines or applicable law.

13. How We Improve (Feedback)

We track return reasons and share findings with procurement & suppliers to reduce defects and improve product listings. If you return an item, our team may contact you for a short feedback survey — it helps us improve.

14. Contact & Next Steps

To begin a return, email: returns@lucemart.ng (subject: RETURN / [Order #]) or use Live Chat on our site. Include your Order number, product SKU/name, reason for return, and photos if applicable.