Returns and refunds

If your order is wrong, damaged, short, or never arrived, tell us within seven days of delivery and we arrange the return and the refund. You do not have to recover the money from the vendor yourself.

That is possible because of the hold. Your payment sits with us and becomes owed to the vendor only once the order is confirmed delivered — so until then the money is still ours to return to you.

Before the vendor dispatches, you can cancel any order for any reason and be refunded in full.

Email support@buildlink.ng with "Order enquiry" and your order number in the subject, or call 0803 123 4567 during support hours (8am–8pm, Monday to Saturday). Your order number is on the order in your account and on the confirmation email.

What makes it a single exchange rather than five:

• The order number, and which item on the order is affected.
• What is wrong — wrong item, wrong quantity, damaged, or never delivered.
• Photographs, where there is something to photograph. For a damaged or short load they usually settle the whole thing in one message.
• Whether you want a replacement or the money back.

Report it within seven days of delivery. After that we can still take it up with the vendor, but the rights this page describes are the ones in clause 7 of the terms, and clause 7 is where the seven days comes from.

Anything that is not what you ordered, not as it was described, damaged in transit, or short on quantity. That is the whole test, and it does not depend on the vendor agreeing with you.

A vendor may offer a returns policy more generous than this one — some will take back unopened stock you simply over-ordered. None may offer less. Where a vendor’s own policy conflicts with this page, this page applies.

Building materials are not consumer electronics, and some of them genuinely cannot go back once they have been handled. Unless the goods are faulty or are not what you ordered, these are not returnable:

• bulk aggregates that have been tipped, mixed or spread — sand, granite, laterite
• cement and similar materials once opened, used, or exposed to weather
• items cut, mixed, blended or made to your own measurements
• services that have already been carried out

Faulty is different from unwanted. Cement that arrived already set, or a load that is not the grade on the listing, is a fault — report it and it is covered, opened or not.

This is why it is worth inspecting a load before you sign for it wherever you can. Once aggregate is tipped, the evidence of what arrived is the photograph you took.

Approved refunds go back to the method you paid with. We do not refund to a different account, and nobody from this marketplace will ever ring you to ask for one.

• We release the refund as soon as the return is approved.
• How long it then takes to appear depends on your bank, which is outside our control.
• An order that is cancelled before dispatch, or declined after payment, is refunded in full with nothing deducted for the attempt.
• Where a return is agreed, the delivery fee is refunded with it if the fault was the vendor’s.

This page is a plain-language restatement of clause 7 of the terms of service. It is written to be read by somebody with a problem, not to add to the agreement, and it grants no right the terms do not.

If anything on this page and clause 7 of the terms appear to disagree, the terms are what applies. Tell us, because a disagreement between the two is a mistake on this page rather than a choice.

Neither document affects rights you have under Nigerian consumer protection law, including your right to complain to the Federal Competition and Consumer Protection Commission.

Most disputes are a delivery that went wrong, and they are settled in days. Where one is not, tell us you want it escalated and we will look at the order, the listing, and the vendor’s record together.

We can and do refund customers, pull listings, hold a vendor’s payout and close a vendor account. Doing any of that does not make us the seller of the goods — the contract of sale is with the vendor, which is set out in clause 2 of the terms.

If we still cannot resolve it, clause 15 of the terms sets out where it goes next.