Buyers Terms and Conditions

Last Updated: [21st, Oct 2024]

Welcome to BuyNaijaMade! We are a premier marketplace specializing in Nigerian-made products. Our mission is to provide you with a seamless and satisfactory shopping experience. These Buyer Terms and Conditions outline your rights and obligations when purchasing from our platform. Please read this policy carefully to understand your rights and responsibilities.

1. Introduction

By accessing or using BuyNaijaMade, you agree to comply with and be bound by these Buyer Terms and Conditions, our BuyNaijaMade Term of Use, and our Privacy Policy. These policies govern your use of our services and your relationship with sellers on our platform.

2. Understanding Our Role

BuyNaijaMade serves as a marketplace platform that connects buyers with independent sellers in Nigeria. It is essential to understand the extent of our role to ensure a transparent and trustworthy shopping environment.

Key Points:

  • Marketplace Platform: BuyNaijaMade facilitates the discovery and purchase of unique goods directly from independent sellers.
  • Not a Direct Seller: We are not involved in the transactions between buyers and sellers. All purchases are made directly with the sellers.
  • Item Screening: BuyNaijaMade does not pre-screen items sold on our platform and does not guarantee or endorse any products or content posted by sellers.
  • Seller Autonomy: Each seller manages their own processing times, delivery methods, and shop policies. It is the buyer’s responsibility to review these before making a purchase.
  • Custom Orders: Buyers are responsible for providing accurate materials and specifications for any custom orders or delivery.

3. Communication Policy

Effective and respectful communication is crucial for a positive shopping experience. BuyNaijaMade has established guidelines to ensure all interactions remain professional and productive.

Allowed Communications:

  • Inquiries about product details, availability, and customization options.
  • Discussions related to order status, shipping, and delivery.

Prohibited Activities:

  • Unsolicited Advertising: Sending spam, promotions, or requests for donations.
  • Harassment and Abuse: Threatening, intimidating, or using offensive language towards sellers or other members.
  • Unwanted Contact: Reaching out to someone after they have explicitly requested no further communication.
  • Interference with Transactions: Disrupting the business or transactions of another member.
  • Evasion of Checkout Process: Sharing personal contact, financial, or other information to bypass the BuyNaijaMade checkout system (e.g., phone numbers, email addresses, social media handles).

4. Purchasing Items

When you make a purchase on BuyNaijaMade, you agree to the following terms to ensure a smooth transaction.

Buyer Responsibilities:

  1. Read Item Descriptions and Shop Policies:
    • Thoroughly review product details, specifications, and any seller-specific policies.
  2. Provide Accurate Information:
    • Ensure that all delivery and contact information is correct and up-to-date.
  3. Submit Appropriate Payment:
    • Use the accepted payment methods to complete your purchase securely.

Payment Methods:

  • Accepted Payments: Major credit and debit cards, Paystack, and Flutterwave.
  • Third-Party Services: By using services like Paystack or Flutterwave, you agree to their respective User Agreements.

Payment Processing:

  • Secure Transactions: All payments are processed through BuyNaijaMade’s secure checkout system.
  • Payment Authorization: Buyers authorize payment through the selected payment method upon completing the purchase.
  • Failed Payments: If there are insufficient funds, BuyNaijaMade reserves the right to contact you to seek payment.

5. Delivery Process

BuyNaijaMade has implemented a secure delivery process to protect both buyers and sellers, ensuring the integrity of each transaction.

Delivery Code System:

  1. Generation of Delivery Code:
    • Upon purchasing an item, a unique Delivery Code is generated and sent to your email and account dashboard.
  2. Purpose of Delivery Code:
    • The Delivery Code serves as a confirmation that you have received and inspected your item.
  3. Handling the Delivery Code:
    • Do Not Share: Do not provide the Delivery Code to the vendor or delivery agent until you have physically received and inspected your item.
    • Upon Receipt:
      • Inspect the item thoroughly to ensure it matches the description and is free from damage.
      • Once satisfied, provide the Delivery Code to the vendor or delivery agent to confirm receipt.
  4. Delivery Tracking

Failed Delivery Attempts:

  • Rescheduling: If you are unavailable during the delivery attempt, the vendor will contact you to reschedule.
  • Return to Seller: After three unsuccessful delivery attempts, the item may be returned to the seller, and additional delivery fees may apply.

6. Providing the Delivery Code

The Delivery Code is a critical component of the delivery process, ensuring both parties are protected.

Security Measures:

  • Protection for Buyers and Sellers: The Delivery Code ensures that refunds and returns are processed only when the buyer has confirmed receipt.
  • Preventing Fraud: By withholding the code until receipt, we minimize the risk of fraudulent refund requests.

Actions Based on Delivery Code:

  • Provide the Code: If the item meets your expectations, enter the Delivery Code in your account to confirm receipt.
  • Withhold the Code: If the item is damaged, incorrect, or does not meet your expectations, do not provide the Delivery Code. Instead, initiate a return through our Return and Refund Policy.

7. Return and Refund Policy

Your satisfaction is paramount. Our comprehensive Return and Refund Policy ensures that you can shop with confidence.

Eligibility for Returns:

To qualify for a return, the following conditions must be met:

  1. Time Frame:
    • Initiate the return within 7 days of the item’s delivery date.
  2. Order Status:
    • The order must be marked as ‘Completed’ in your account dashboard.
  3. Item Condition:
    • The item must be unused, undamaged, and in its original packaging, including all accessories.
  4. Proof of Purchase:
    • A valid receipt or proof of purchase must be provided.

Note: Items that do not meet these criteria will not be eligible for return, and the return option will not be available for such items in your account.

Non-Returnable Items:

Certain products cannot be returned due to their nature:

  • Perishable Goods: Items like food, flowers, and other perishables.
  • Intimate or Sanitary Goods: Products intended for personal use.
  • Hazardous Materials: Flammable liquids, gases, and other hazardous substances.
  • Gift Cards: Non-redeemable gift cards.
  • Downloadable Software: Digital products that cannot be returned physically.
  • Custom-Made Products: Items tailored to your specifications.

Return Process:

  1. Initiate Return:
    • Log in to your account and navigate to Return Orders.
    • Select the eligible order and initiate a return request.
  2. Request a Return Code:
    • A Return Code will be emailed to the vendor upon initiating the return.
    • Action Required: Contact the vendor upon delivery to obtain this Return Code.
  3. Enter Return Code:
    • Input the Return Code in the designated field for the specific order to confirm the return.
  4. Ship the Item:
    • Carefully pack the item in its original packaging.
    • Include all accessories, manuals, and any free gifts received.
    • Ship the item to the return address provided by the vendor or our customer service team.

Refunds:

  • Full Refund: Upon receiving and inspecting the returned item, a full refund will be processed.
  • Payment Method: Refunds will be credited to your original method of payment.
  • Processing Time: Allow 5-10 business days for the refund to reflect in your account, depending on your bank or card issuer.

Late or Missing Refunds:

If you haven’t received a refund yet:

  1. Check Your Bank Account: Refunds may take time to post.
  2. Contact Your Bank or Credit Card Company: There might be processing delays.
  3. Contact Us: If you’ve done both and still haven’t received your refund, reach out to our customer service team.

Exchanges:

We only replace items if they are defective or damaged. To exchange an item:

  1. Contact Customer Service: Within 7 days of delivery.
  2. Provide Details: Include evidence (e.g., photos) of the defect or damage.
  3. Follow Instructions: Adhere to the return process as guided by our team.

Shipping Costs:

  • Return Shipping: Buyers are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item).
  • Non-Refundable Shipping: Original shipping costs are non-refundable.

Damaged or Defective Items:

If you receive a damaged or defective item:

  1. Immediate Action: Contact us within 48 hours of delivery.
  2. Provide Documentation: Submit photos or videos of the damage or defect.
  3. Resolution: We will arrange for a replacement or refund based on your preference and item availability.

Exceptions:

  • Sale Items: Only regular-priced items are refundable. Sale items are final sale and cannot be refunded.
  • Bulk Orders: Special conditions may apply for bulk or custom orders. Refer to specific terms provided at the time of purchase.

International Returns:

  • Customs and Duties: Buyers are responsible for any customs duties or taxes incurred during the return process.
  • Extended Time Frames: Allow extra time for international returns to be received and processed.

Changes to This Policy:

BuyNaijaMade reserves the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically.

8. Leaving a Review

Your feedback helps maintain the quality and trustworthiness of our marketplace. When leaving a review, please adhere to the following guidelines:

Guidelines for Reviews:

  • Honest and Constructive: Provide truthful and constructive feedback based on your experience.
  • Respectful Language: Avoid using obscene language, hate speech, or personal attacks.
  • Relevant Content: Focus on the product and your interaction with the seller.
  • Privacy: Do not share personal information or promote other businesses.

Prohibited Content:

  • Mature or Obscene Content: Language or imagery that violates our mature content policy.
  • External Issues: Comments about third parties like delivery companies, BuyNaijaMade, or unrelated services.
  • Shilling: Inflating a shop’s review score dishonestly.
  • Integrity Undermining: Any content that undermines the integrity of the review system.

Note: We reserve the right to remove reviews that violate our policies or Terms of Use.

9. Creating and Uploading Content

When creating content on BuyNaijaMade, such as reviews or comments, you agree to the following:

Content Guidelines:

  • Originality: Ensure all content is your original work and does not infringe on the intellectual property rights of others.
  • Compliance: Content must comply with our Terms of Use and must not be illegal, offensive, or inappropriate.
  • Relevance: Content should be relevant to the product or your shopping experience on BuyNaijaMade.

10. Reporting a Problem or Returning an Item

In the event of an issue with your order, BuyNaijaMade provides a structured system to help resolve disputes effectively.

BuyNaijaMade’s Case System:

  1. Initial Contact:
    • Contact the Seller: Use the BuyNaijaMade messaging system to reach out to the seller within 48 hours of delivery.
    • Provide Details: Include order information and a clear description of the issue, along with any supporting documentation (e.g., photos).
  2. Seller Response:
    • Sellers are expected to respond within 48 hours to address your concerns.
  3. Escalation:
    • If the issue is not resolved within 48 hours, you can escalate the matter by opening a case through BuyNaijaMade’s case system.

BuyNaijaMade’s Purchase Protection Programme:

BuyNaijaMade ensures that you either receive the item you ordered or get your money back through our Purchase Protection Programme.

Coverage Includes:

  • Non-Delivery: Items that are not received by the buyer.
  • Damaged Items: Items that arrive damaged.
  • Item Not as Described: Significant differences between the item received and the listing description.

Refund Details:

  • Full Refund: Includes all taxes and postage costs.
  • Refund Method: Credited to your original payment method or as a BuyNaijaMade credit if the original method is unavailable.
  • Processing Time: 5-10 business days for the refund to reflect in your account.

Ineligible Transactions:

Certain disputes do not qualify for BuyNaijaMade’s case system, including:

  • Items Altered or Used: Items that have been modified, used, or discarded after receipt.
  • Delivery Delays: Items received after the agreed-upon delivery date due to delays.
  • Without Return Agreement: Items returned without an agreed-upon return process.
  • Expectations: Items that meet the description but do not meet personal expectations.
  • Postage Disputes: Disputes over shipping costs.
  • In-Person Purchases: Transactions made outside the BuyNaijaMade platform.
  • Non-Processed Payments: Transactions where payment was not processed through BuyNaijaMade Payments.
  • Local Warranty Issues: Disputes covered by local warranty or return laws applicable to the seller or their product.

Dispute Evaluation:

  • Documentation: Be prepared to supply additional documentation if requested.
  • BuyNaijaMade’s Discretion: BuyNaijaMade will evaluate the claim based on the provided evidence and determine eligibility under the Purchase Protection Programme.

Legal Rights:

Your legal rights remain intact regardless of BuyNaijaMade’s decisions. If BuyNaijaMade does not refund you, this does not affect your claims against the seller.

11. Cancellations

Only sellers have the authority to cancel transactions under specific conditions.

Cancellation Guidelines:

  • Seller-Initiated Cancellations:
    • Sellers may cancel orders due to stock unavailability, errors in listing, or other valid reasons.
  • Buyer-Initiated Cancellations:
    • Buyers can request cancellations promptly by contacting the seller directly.
    • All cancellations must comply with our Anti-Discrimination Policy.

Note: Always communicate cancellations through the BuyNaijaMade platform to ensure proper documentation and processing.

12. Dispute Resolution

BuyNaijaMade is committed to ensuring fair and efficient resolution of disputes between buyers and sellers.

Resolution Process:

  1. Direct Communication:
    • Attempt to resolve the issue directly with the seller through the BuyNaijaMade messaging system.
  2. Open a Case:
    • If direct communication fails, escalate the issue by opening a case through our case system.
  3. BuyNaijaMade Review:
    • Our team will investigate the dispute, review the provided documentation, and mediate a resolution.

Governing Laws:

All disputes arising from these terms will be subject to Nigerian consumer protection laws and handled accordingly.

Final Authority:

BuyNaijaMade reserves the right to make the final decision on dispute resolutions based on the evidence provided.

13. Contact Us

For any questions, concerns, or assistance regarding these Buyer Terms and Conditions, please reach out to us through the following channels:

Our customer service team is available to help you with any issues you may encounter while using BuyNaijaMade.

14. Changes to This Policy

BuyNaijaMade reserves the right to modify these Buyer Terms and Conditions at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about any updates or changes.