Cancellation Before Shipment
- How to Cancel: If you wish to cancel your order before it has been shipped, please contact our customer service team immediately at support@kovmarketplace.com or call +234 707 366 3519.
- Refund: Orders cancelled before shipment will be fully refunded to your original method of payment within 7-10 business days.
Cancellation After Shipment
In-Transit Orders: If your order has already been shipped, it cannot be cancelled. However, you may return the item once it has been delivered by following our return policy.
Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The item must be unused, in its original packaging, and in the same condition that you received it.
- The return request must be made within 14 days of the delivery date.
- A valid proof of purchase (receipt or order confirmation) must be provided.
Non-Returnable Items
Certain items are not eligible for return, including:
- Perishable goods (e.g., food, flowers)
- Personal care items (e.g., skincare, hair products)
- Custom or personalized products
- Digital downloads or software
- Items marked as final sale
Return Process
To initiate a return, please follow these steps:
- Contact Us: Email our customer service team at support@kovmarketplace.com with your order number, a description of the item(s) you wish to return, and the reason for the return.
- Receive Return Authorization: Our team will review your request and, if approved, provide you with a Return Authorization Number (RAN) and return instructions.
- Ship the Item: Securely pack the item(s) in the original packaging and include the proof of purchase and RAN. Ship the package to the address provided in the return instructions.
Eligibility for Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, email us at support@kovmarketplace.com with your order number and details of the issue. If approved, we will provide instructions for the exchange process.
Exchange Process
- Contact Us: Email our customer service team at support@kovmarketplace.com with your order number and details of the item you wish to exchange.
- Receive Exchange Authorization: Our team will review your request and, if approved, provide you with an Exchange Authorization Number (EAN) and exchange instructions.
- Ship the Item: Securely pack the item(s) in the original packaging and include the proof of purchase and EAN. Ship the package to the address provided in the exchange instructions.
Changes to Policy
We reserve the right to update or modify this Cancellation, Return, and Exchange Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website. Your continued use of our services following any changes constitutes your acceptance of the new policy.
Contact Us
If you have any questions or concerns regarding our Cancellation, Return, and Exchange Policy, please contact our customer service team:
Thank you for shopping with KOV Marketplace. We appreciate your business and are committed to providing you with an excellent shopping experience.
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