PROPOSED GLOBAL RETURN POLICY

In line with our objectives of creating an optimal shopping experience for buyers on the SME MarketHub platform, we have provided the following Global Return Policy to govern the circumstances under which buyers can be refunded following purchases on the platform.  

1. Refund requests are only eligible for orders with payments made on MarketHub enabled e-channels (e.g., Online, POS, 737)

2. Buyers must initiate all refund requests within the permissible refund window, which is the period of time from when the order is placed and up 24 hours following fulfillment / delivery of the item(s). 

3. Any requests received outside the permissible refund window will not be covered under the global refund policy and will be subject to each seller’s independent terms and conditions. 

4. All refund requests must be registered on the platform by the buyer, alongside a listed reason for the refund request. 

5. Acceptable reasons for refunds include but are not limited to:

a. Non-receipt / undelivered goods

b. Unavailability of item(s)

c. Order cancellation (within the permissible refund window)

6. All refunds are subject to concurrence from the merchant and approval from the SME MarketHub.

7. For returns/refunds initiated directly between the seller and the buyer, GTBank will not be held liable in the event that any disputes arise.

8. To the extent that a merchant offers their own return policy, the SME MarketHub’s policy would prevail, except in cases where the nature of goods and services being sold require distinct policies governing returns (e.g. Food, Travel, Personal Care items).   

Kindly click here for instructions on how to request for a refund on an existing order.

In line with our objectives of creating an optimal shopping experience for buyers on the SME MarketHub platform, we have provided the following Global Return Policy to govern the circumstances under which buyers can be refunded following purchases on the platform.  

1. Refund requests are only eligible for orders with payments made on MarketHub enabled e-channels (e.g., Online, POS, 737)

2. Buyers must initiate all refund requests within the permissible refund window, which is the period of time from when the order is placed and up 24 hours following fulfillment / delivery of the item(s). 

3. Any requests received outside the permissible refund window will not be covered under the global refund policy and will be subject to each seller’s independent terms and conditions. 

4. All refund requests must be registered on the platform by the buyer, alongside a listed reason for the refund request. 

5. Acceptable reasons for refunds include but are not limited to:

a. Non-receipt / undelivered goods

b. Unavailability of item(s)

c. Order cancellation (within the permissible refund window)

6. All refunds are subject to concurrence from the merchant and approval from the SME MarketHub.

7. For returns/refunds initiated directly between the seller and the buyer, GTBank will not be held liable in the event that any disputes arise.

8. To the extent that a merchant offers their own return policy, the SME MarketHub’s policy would prevail, except in cases where the nature of goods and services being sold require distinct policies governing returns (e.g. Food, Travel, Personal Care items).   

Kindly click here for instructions on how to request for a refund on an existing order.