Return & Refund Policy
Your Satisfaction Matters — 7 Days Easy Return
1. Overview
At Goodnessmart.com.ng we want you to be 100% satisfied. If you are not happy with your purchase, you can return it within 7 days of delivery date, subject to conditions below.
2. Eligibility for Return
✅ Eligible for Return
- Item received damaged, defective, or dead on arrival (DOA)
- Wrong item / wrong variation sent (different from what you ordered)
- Item not as described on website (major mismatch)
- Manufacturing defect within 7 days
❌ NOT Eligible for Return
- Item used, washed, worn, scratched, or shows signs of use
- Items damaged due to misuse, improper handling, liquid damage, or rooting/jailbreaking
- Seal broken on wearables, earphones, hygiene products
- Products without original packaging, tags, accessories, manuals, warranty card
- Items bought on clearance sale marked as non-returnable
- Change of mind after 7 days, or you no longer like product
- Failure to provide unboxing video for electronics
3. Return Conditions (Must Read)
- Return request must be made within 7 days of delivery (day of delivery = day 0).
- Item must be in original condition, unused, with all packaging and accessories intact.
- For all electronics, unboxing video is MANDATORY — record opening from sealed package to prove defect. Without video, return may be declined.
- Keep invoice / order ID ready.
4. How To Initiate Return
Step 1: WhatsApp us or email sales@goodnessmart.com.ng within 7 days with Order ID, photos/video of issue, and reason.
Step 2: Our support team reviews within 24 hours and approves/declines.
Step 3: If approved, we will share return address or arrange pickup (where available). Customer may bear return shipping except for our error/damaged case.
Step 4: Once we receive and inspect item, we proceed with replacement or refund within 2-3 working days.
5. Refund Process
- Refund Method: Refund goes to original payment method – bank transfer, wallet, or payment gateway. Cash refunds not available.
- Refund Timeline: After inspection, refund initiated within 2-3 working days. Bank may take 1-3 extra days to reflect.
- Shipping Fee: Original shipping fee is non-refundable except when we sent wrong/damaged item.
- Return Shipping: If return is due to our error, we cover return shipping. If due to change of mind (within 7 days and unused), customer bears return shipping.
6. Exchange / Replacement
If item is defective or wrong, we will offer free replacement (same variation) if stock available. If stock unavailable, refund will be issued. Replacement is shipped after we receive returned item.
7. Pay Small Small Returns
Special Rule for Pay Small Small orders:
- Return window remains 7 days from delivery even for PSS.
- If returned, all installments paid will be refunded minus 10% service fee and any late fees, plus return shipping.
- If installments are pending and you return item, future installments are cancelled.
- If product is recovered due to default, amount paid is non-refundable after 30 days and product will be retrieved as per PSS Terms.
8. Warranty
- Electronics carry manufacturer warranty where stated (usually 3-12 months). Warranty covers manufacturing defects only, not physical/liquid damage.
- Warranty claim after 7 days is handled directly by manufacturer/service center, not Goodnessmart, but we will assist with guidance.
- Keep warranty card, invoice and packaging for warranty claims.
9. Refund Exceptions
We cannot refund if inspection shows misuse, rooting, unauthorized repair, or if unboxing video is missing for DOA claim. Our decision after inspection is final.
10. Contact For Returns
Email: sales@goodnessmart.com.ng / goodnessmart8@gmail.com
WhatsApp Support: Via chat widget on website
Include: Order ID, Video/Pics, Reason
11. Agreement
By placing an order, you agree you have read and accepted this Return & Refund Policy along with our Terms and Shipping Policy.
