A return or exchange request will be accepted without incurring any additional logistics or administrative costs to the Buyer under the following conditions only: Technical Non-Compliance: If the delivered materials deviate from the engineering specifications, grades, or standards approved in the digital purchase order (e.g., wrong rebar grade, incorrect concrete block type, or wrong pipe dimensions). Manufacturing Defects or Transit Damage: If the goods arrive damaged, broken, or unfit for construction use prior to being offloaded at the delivery site. Counterfeit Products: If it is legally proven that the supplied materials are non-original, uncertified, or commercially fraudulent.

Due to the chemical, physical, and perishable nature of construction materials, the Buyer has no right to request a return or exchange for the following items unless they are proven to be defective upon arrival: Time-Sensitive & Perishable Mixes: Ready-Mix Concrete, hot-mix asphalt, and site-poured mixtures that require immediate application. Weather-Sensitive Materials: Bagged cement, gypsum, tile adhesives, and powders if the bags have been opened, punctured, or exposed to site moisture. Custom-Fabricated Goods: Cut & Bend rebar, custom-dimension windows, doors, pre-fabricated structures, or any items tailored specifically to the site's dimensions. Bulk Loose Materials (After Offloading): Sand, aggregate (gabarro/kankari), and backfill materials once they have been dumped or mixed with the site’s soil.

If a Buyer wishes to return eligible, non-perishable goods (e.g., unopened tile cartons, sealed sanitary ware boxes, intact PVC pipes) purely due to a change of mind: The return request must be submitted within a maximum of 48 hours from the time of delivery. The Buyer shall bear 100% of the shipping, loading, and reverse logistics costs back to the Supplier’s yard. These costs will be deducted from the refundable amount. The items must be in their pristine, original, factory-sealed condition and must not have been scattered or stored inappropriately on the site.

To safeguard the marketplace ecosystem and secure transaction processing: 1-Request Submission: The Buyer initiates a "Return Request" via the app, uploading high-resolution photos/videos documenting the issue. 2-Supplier Verification: The Supplier is immediately notified to halt payout settlement for the specific batch, and must inspect the items within 48 hours. 3-Refund Processing: Approved (Defect/Non-compliance): A full refund is issued to the Buyer. Approved (Change of Mind): The refund is processed minus reverse logistics fees and digital payment gateway administrative charges. 4-Refund Channels: Card Payments (Himyan / Visa / MasterCard): The amount is reversed to the original card within (7 to 14 business days), subject to the issuing bank's policies. Corporate Accounts (Credit Facilities / Post-Paid): The amount is credited back as a Credit Note within the corporate user’s app wallet to be utilized for future procurement.