Home

Welcome!

Guest User

Shop All Products
Wishlist

JulineMart

Your trusted marketplace

Back

Page

Refund and Returns Policy

Last updated: December 18, 2025

1. Overview

JulineMart is committed to customer satisfaction and fair treatment of all parties. This Refund & Returns Policy outlines the conditions under which products purchased through our marketplace may be returned and refunds issued.

Important: Products sold on JulineMart are supplied by independent vendors. This policy applies to all transactions on the platform regardless of the vendor, ensuring consistent protection for all customers.

2. Return Eligibility Window

Standard Return Period:
Customers must report issues and initiate return requests within 72 hours (3 days) of delivery to qualify for returns or refunds.

Why 72 Hours?
This window allows adequate time to inspect products while ensuring freshness and integrity of items, particularly important for Nigerian logistics timelines.

3. Eligible Return Reasons

You may request a return or refund if:

3.1 Defective or Damaged Items

  • Product arrived broken, cracked, or damaged
  • Manufacturing defects affecting functionality
  • Visible damage to packaging indicating poor handling
  • Missing components or accessories listed in product description

3.2 Wrong Item Delivered

  • Received a completely different product than ordered
  • Wrong size, color, or variant shipped
  • Incorrect quantity delivered (less than ordered)

3.3 Product Does Not Match Description

  • Material differs significantly from listing
  • Features or specifications not as advertised
  • Quality substantially below what was represented
  • Photos misrepresented the actual product

3.4 Never Received (Non-Delivery)

  • Order marked as delivered but not received
  • Courier confirms delivery failure
  • Package lost or stolen in transit (subject to investigation)

4. Non-Eligible Items

The following items cannot be returned except in cases of defects or damage:

4.1 Perishable Goods

  • Fresh food items
  • Baked goods and confections
  • Fresh flowers and plants
  • Items with short shelf life

4.2 Personal Care & Hygiene Products

  • Skincare and cosmetics (opened)
  • Perfumes and fragrances (opened)
  • Personal hygiene items
  • Bath and body products (opened)

4.3 Intimate Items

  • Underwear and innerwear
  • Lingerie and sleepwear
  • Socks and hosiery
  • Baby diapers (opened)

4.4 Clearance & Final Sale Items

  • Items marked “Final Sale” or “No Returns”
  • Clearance or promotional products (where stated)
  • Liquidation sales
  • Discounts over 50% off (unless defective)

4.5 Customized or Personalized Items

  • Made-to-order products
  • Engraved or monogrammed items
  • Custom-printed or personalized goods
  • Tailored or altered clothing

4.6 Digital Products

  • E-books or digital downloads
  • Software and digital codes
  • Gift cards or vouchers (unless unused)

4.7 Health & Safety Items

  • Medical supplies and equipment
  • Supplements and vitamins (opened)
  • Baby formula (opened)
  • Contact lenses or glasses

5. Return Conditions & Requirements

5.1 Product Condition
For returns to be accepted, items must be:

  • Unused and in original condition
  • In original packaging with all tags attached
  • Complete with all accessories, manuals, and components
  • Free from odors, stains, or signs of wear
  • Unopened and sealed (for applicable items)

5.2 Proof of Purchase Required

  • Valid order number
  • Receipt or order confirmation email
  • Payment reference
  • Delivery confirmation

5.3 Return Packaging
Items should be:

  • Packed securely to prevent damage during return transit
  • In original manufacturer packaging when possible
  • Include all original documentation

5.4 Unacceptable Returns Returns will be rejected if items are:

  • Damaged due to misuse or negligence
  • Missing components or accessories
  • Altered, washed, or worn
  • Returned after the return window expires
  • Not accompanied by proof of purchase

6. How to Request a Return

JulineMart provides a streamlined self-service return system directly from your order page.

Step 1: Initiate Return Request (Within 72 Hours)

  • Log into your JulineMart account
  • Go to “My Orders” or “Order History”
  • Select the order containing the item you want to return
  • Click “Request Return” or “Return Item”
  • Select the item(s) you wish to return
  • Choose your return reason from the dropdown menu:
    • Defective or damaged item
    • Wrong item delivered
    • Does not match description
    • Other (specify in comments)
  • Upload clear photos of the item and packaging (required for damage/wrong item claims)
  • Add any additional comments or details
  • Submit your return request

Step 2: Return Approval (Automated/Manual)

  • Automated approval: Most eligible returns are auto-approved instantly
  • Manual review: Some cases require team review (completed within 24 hours)
  • You’ll receive an email confirmation with:
    • Return authorization number
    • Return instructions
    • Nearest FEZ Delivery drop-off location
    • Return deadline (typically 5 days from approval)

Step 3: Drop Off at FEZ Delivery

  • Package the item securely with all original components, accessories, and packaging
  • Take the item to your nearest FEZ Delivery drop-off location
    • Find locations at: [FEZ Delivery locations] or check your return approval email
  • Present your return authorization number to FEZ staff
  • FEZ will provide you with a tracking number for your return shipment
  • Important: Keep this tracking number for reference

Step 4: Enter Tracking Number

  • Return to your JulineMart account
  • Go to the same order and click on your return request
  • Enter the FEZ tracking number in the designated field
  • Click “Submit Tracking Number”
  • This activates real-time tracking of your return

Step 5: Track Your Return

  • Monitor your return status on your order page:
    • “In Transit to JulineMart” – Item is on its way
    • “Received at Facility” – Item has arrived at our hub
    • “Under Inspection” – Quality team is reviewing the item
    • “Approved” or “Rejected” – Final decision made
  • You’ll receive email/SMS updates at each stage

Step 6: Inspection & Decision Once your return arrives at our facility:

  • Items are inspected within 2-3 business days
  • We verify:
    • Item condition matches return reason
    • All components and packaging included
    • Item meets return eligibility criteria
  • You’ll receive notification of approval or rejection via email and SMS

Step 7: Refund Processing If your return is approved:

  • Refund is initiated immediately
  • Funds are released to your original payment method
  • You’ll receive email confirmation with:
    • Refund amount
    • Transaction reference number
    • Estimated timeline for funds to reflect (5-10 business days for cards, 3-5 for bank transfers)

Alternative: Contact Support (If Needed) If you experience any issues with the online return system:

  • Email: info@julinemart.com
  • Phone: +234 706 380 3732
  • Include your order number and issue description
  • Our team will assist you manually

7. Return Shipping Costs

7.1 Vendor or Platform Error
If the return is due to our error or vendor error:

  • Defective or damaged item
  • Wrong item shipped
  • Product does not match description

We Cover Shipping: JulineMart covers the cost of return shipping via FEZ Delivery. Simply drop off at your nearest FEZ location—no payment required. Your return authorization will include a prepaid return code.

7.2 Customer Reasons
If the return is due to customer reasons:

  • Changed your mind (for eligible items)
  • Ordered wrong size/color
  • No longer needed

Customer Pays Shipping: You are responsible for FEZ return shipping costs (typically ₦1,000 – ₦3,000 depending on location). Payment is made directly to FEZ at drop-off, and the amount will be deducted from your refund if you choose that option during return initiation.

7.3 Shipping Fee Refund
Original delivery fees are non-refundable except when:

  • Return is due to vendor or platform error
  • Product was defective or damaged
  • Wrong item was delivered

In these cases, your full order amount including original shipping is refunded.

8. Refund Process

8.1 Inspection Timeline
Returns are inspected within 2-3 business days of receipt at our facility.

8.2 Approval Notification
If your return is approved:

  • You’ll receive an email confirmation
  • Refund processing begins immediately
  • Tracking information will be provided

8.3 Refund Methods

Original Payment Method:

  • Refunds are issued to the same payment method used for purchase
  • Bank cards: 5-10 business days
  • Bank transfers: 3-5 business days
  • Digital wallets: 1-3 business days

Note: Refund timeline depends on your bank or payment provider’s processing time. JulineMart releases refunds immediately upon approval.

8.4 Partial Refunds
In some cases, partial refunds may be issued:

  • Minor damage that does not warrant full refund
  • Missing non-essential accessories
  • Slight variance from description (with customer agreement)

Partial refund amounts will be discussed and agreed upon before processing.

8.5 Refund Confirmation
You will receive:

  • Email notification when refund is processed
  • Transaction reference number
  • Estimated timeline for funds to reflect in your account

9. Exchanges

9.1 Exchange Policy
Currently, JulineMart does not offer direct product exchanges. If you received a wrong size, color, or variant:

Process:

  1. Request a return (if within 72-hour window)
  2. Receive refund upon approval
  3. Place a new order for the correct item

9.2 Future Enhancement
We are working on a direct exchange feature for:

  • Size and color variations
  • Product variants
  • Same vendor substitutions

10. Non-Delivery Issues

10.1 Package Not Received
If your order shows “delivered” but you didn’t receive it:

Immediate Steps:

  1. Check with household members or neighbors
  2. Verify delivery address in your order
  3. Look around the delivery location (doorstep, gate, security)
  4. Contact the courier directly (tracking number provided in delivery email)

Contact Us:
If still not found, email info@julinemart.com within 48 hours with:

  • Order number
  • Delivery tracking number
  • Confirmation you checked thoroughly
  • Photos of delivery location (if applicable)

Investigation:
We will:

  • Contact the courier for investigation
  • Request delivery proof (photo or signature)
  • Review delivery GPS coordinates
  • Initiate claim with logistics partner

Resolution:
If courier confirms non-delivery:

  • Full refund issued, or
  • Replacement shipment arranged (if product still available)

10.2 Delayed Deliveries
If your order is significantly delayed beyond the estimated delivery date:

  • Contact us after 3 business days past estimated delivery
  • We’ll track the shipment and provide updates
  • Options include refund or continued wait for delivery

11. Damaged in Transit

11.1 Obvious Damage
If packaging shows visible damage upon delivery:

  • Do not accept the delivery or note damage before accepting
  • Take photos immediately
  • Contact us within 24 hours at info@julinemart.com

11.2 Concealed Damage
If damage is discovered after unpacking:

  • Report within 72 hours
  • Provide clear photos of damage and packaging
  • Describe the issue in detail

11.3 Resolution
For items damaged in transit:

  • We work with logistics partner to file claim
  • Refund or replacement offered
  • No restocking fees applied

12. Refund Denials

Returns may be denied if:

12.1 Outside Policy Scope

  • Request made after 72-hour window
  • Item is non-returnable (perishable, personal care, etc.)
  • No proof of purchase provided

12.2 Item Condition Issues

  • Product has been used or worn
  • Packaging or tags removed
  • Missing components
  • Damage due to misuse

12.3 Fraudulent Activity

  • Repeated return abuse
  • Return of different/substitute item
  • False claims or misrepresentation

12.4 Appeal Process
If your return is denied and you believe it was in error:

  • Email info@julinemart.com with “Return Appeal” in subject
  • Provide additional evidence or information
  • Appeals reviewed within 5 business days

13. Restocking Fees

13.1 General Policy
JulineMart does not charge restocking fees for approved returns due to:

  • Defects or damage
  • Vendor error
  • Product not as described

13.2 Exceptions
Restocking fees may apply:

  • High-value electronics (15% fee)
  • Opened but undamaged items (10% fee)
  • Special order items (case-by-case basis)

Restocking fees will be clearly communicated before return approval.

14. Disputes & Chargebacks

14.1 Contact Us First
Before initiating payment disputes or chargebacks:

  • Give us an opportunity to resolve the issue
  • Most problems can be resolved within 14 days
  • Payment disputes delay resolution and may affect your account

14.2 Chargeback Policy
Initiating chargebacks without contacting us:

  • May result in account suspension
  • Prevents us from processing returns or refunds
  • Can affect future orders

14.3 Dispute Resolution
We are committed to fair resolution:

  • Respond to all inquiries within 24 hours
  • Investigate issues thoroughly
  • Offer reasonable solutions
  • Escalate complex cases to management

15. Vendor Responsibilities

15.1 Vendor Obligations
Vendors must:

  • Honor this return policy for all orders
  • Accept valid returns within policy guidelines
  • Process vendor-approved refunds through JulineMart
  • Not reject legitimate return requests

15.2 Vendor Disputes
If a vendor disputes a return:

  • JulineMart mediates the dispute
  • Platform decision is final
  • Customer protection takes priority

16. Refund for Cancelled Orders

16.1 Order Cancellation
Orders cancelled before shipment:

  • Full refund processed immediately
  • No cancellation fees
  • Refund within 3-5 business days

16.2 Post-Shipment Cancellation
If order is already in transit:

  • Must follow return process upon delivery
  • Return shipping may be customer’s responsibility
  • Refund upon successful return

17. Gift Returns

17.1 Gifts Received
If you received an item as a gift:

  • Return process is same as regular purchases
  • Gift giver’s order number required
  • Refund issued to original payment method (gift giver)
  • Store credit option available (if preferred)

17.2 Gift Certificates
Non-refundable except:

  • Unused and within 14 days of purchase
  • Technical issues preventing use

18. Seasonal & Special Considerations

18.1 Holiday Returns
During major shopping periods:

  • Extended return windows may apply
  • Specific dates announced on website
  • Same eligibility criteria apply

18.2 Promotional Items
Free gifts or promotional items included with orders:

  • Must be returned with main item
  • Separate return not possible

19. Record Keeping

19.1 Customer Records
We maintain records of:

  • All return requests and approvals
  • Inspection reports
  • Refund transactions
  • Dispute resolutions

19.2 Access to Records
Request copies of return records by emailing info@julinemart.com with your order number.

20. Policy Updates

This policy may be updated to reflect:

  • Operational improvements
  • Legal requirements
  • Customer feedback

Check the “Last Updated” date regularly. Material changes will be communicated via email.

21. Contact Information

For Return Inquiries:
Email: info@julinemart.com
Phone: +234 707 582 5761
Website: https://julinemart.com

Business Hours:
Monday – Saturday: 9:00 AM – 6:00 PM (WAT)
Response Time: Within 24 hours