Return & Refund Policy

Last updated: June 20, 2025

1. Overview

Thank you for shopping with Builders Konnect. We understand that sometimes products may not meet your expectations. This Return Policy is designed to provide clear guidelines on returns while protecting all parties involved in the transaction.

2. Return Eligibility

Return Eligibility	How they Apply
Valid Reasons for Return	The item delivered is damaged or faulty You received the wrong item or quantity The item does not match the product description Change of mind (subject to restrictions and fees)
Timeframe	Return requests must be submitted within 24 hours of delivery Inspection must be completed upon delivery Visible damage must be noted on delivery receipt at time of delivery
Standard Materials	Returns accepted within 7 days of delivery provided a request has been submitted within 24 hours of delivery. Items must be unused and in original condition Packaging must be intact and undamaged Proof of purchase required
Non-Returnable Items	Custom-cut materials or special orders Items manufactured to specific dimensions provided by the customer Special order items not typically stocked by vendors Cement, adhesives, or other materials once opened Products damaged after delivery due to improper handling
Bulk Orders	Bulk orders exceeding ₦1,000,000 are subject to a 20% restocking fee Return requests for bulk orders must be submitted within 24 hours of delivery Partial returns of bulk orders may be accepted at Builders Konnect's discretion

3. Inspection & Verification on Delivery

Delivery Verification	How they Apply
Delivery Confirmation Process	Customers must inspect all deliveries immediately upon receipt Photo/video documentation of received goods required for all orders Delivery confirmation signature required, noting any visible damage For heavy goods, items must remain accessible for inspection if return is needed
Documentation Requirements	Photos of received goods must be submitted with return requests Delivery receipt noting any visible damage must be provided Order number and proof of purchase required

4. Return Process

Return Process	How they Apply
Initiating Returns	Submit return request through your Builders Konnect account within 24 hours of delivery Complete the Return Authorization Form with required documentation Receive a Return Authorization Number (RAN) before shipping any items back Returns without a valid RAN will not be accepted
Return Shipping & Logistics	Items must be properly packaged to prevent damage during return transit Customer assumes responsibility for items damaged during return shipping Tracking information must be provided to Builders Konnect Return logistics are handled by our approved delivery providers

5. Return Cost Sharing

Return Cost Sharing	How they Apply
Vendor Error Returns	If the return is due to vendor error (wrong item, defective product), vendor bears the return cost Full refund including original shipping charges will be processed
Customer-Initiated Returns	If the return is due to change of mind, customer bears the return cost Restocking fees will apply (see section 6.2) Original shipping charges are non-refundable
Disputed Quality Returns	Builders Konnect will evaluate the claim with evidence provided Costs may be split or partial refund offered based on investigation Decision will be made within 3-5 business days

6. Refunds and Credits

Refund & Credits	How they Apply
Payment Holding	Customer payments are held in escrow until delivery is confirmed satisfactory Initial dispute period of 24 hours allows for inspection and claim filing Funds are released to vendor after successful delivery confirmation
Restocking Fees	Standard materials: 15% restocking fee Bulk orders: 20% restocking fee Special handling items: 25% restocking fee No restocking fee for defective products or vendor errors
Refund Processing	Refunds will be issued to the original payment method (5-10 business days) Alternative option: a bank account having same details as the original payment method (pending verification) Shipping charges are non-refundable except in cases of defective products

7. Defective Items & Dispute Resolution

Defective Items	How they Apply
Manufacturing Defects	Must be reported within 24 hours of delivery Photo/video documentation of defect required Builders Konnect will coordinate with vendor for resolution Resolution provided within 3-5 business days
Shipping Damage	Must be noted on delivery receipt at time of delivery Photos of damaged packaging and product required Claims must be filed within 24 hours of delivery Builders Konnect will coordinate with shipping provider for resolution
Dispute Resolution Process	Report issues via your order dashboard with supporting evidence Builders Konnect will investigate and liaise with the vendor Possible outcomes include: full refund, partial refund, replacement, or rejection Final decision provided within 3-5 business days

8. Vendor Responsibility & Quality Assurance

Vendor Responsibility	How they Apply
Vendor Obligations	Vendors are responsible for the quality of their products Vendors must honor manufacturer warranties Products must match descriptions and specifications exactly Vendors must provide accurate photos and detailed specifications
Quality Control	Builders Konnect reviews and vets all vendors before platform approval Vendor rating system helps customers identify reliable suppliers Vendors with repeated quality issues may be removed or suspended from our platform

9. Optional Protection Service

Optional Protection	How they Apply
Shipping Insurance	Optional shipping insurance available for high-value orders Covers damage during transit Additional fee applies based on order value Recommended for fragile materials or long-distance deliveries

10. Exceptions

Builders Konnect reserves the right to modify this return policy for specific circumstances. Exceptions may be granted at our sole discretion. We may request additional documentation or evidence before processing returns outside standard policy guidelines.

By placing an order through Builders Konnect, you acknowledge that you have read, understood, and agree to this Return Policy.

Last Updated: June 20, 2025