1. General Overview
At Volthub, we are committed to ensuring customer satisfaction. This policy outlines the conditions under which buyers may return items and receive a refund. As a marketplace, Volthub facilitates the refund process between the buyer and the third-party vendor.
2. Eligibility for Returns
Buyers may request a return or refund within 7 days of delivery if the item falls under one of the following categories:
- • Defective/Damaged: The item arrived broken, damaged, or non-functional.
- • Wrong Item: The item delivered is different from what was ordered (e.g., wrong color, size, or model).
- • Incomplete Order: Parts or accessories are missing.
- • Counterfeit/Fake: The item is proven to be a replica or fake.
- • Not as Described: The item significantly differs from the product description or photos on the platform.
3. Non-Returnable Items
The following items are NOT eligible for return unless defective:
- • Perishable goods (e.g., food, flowers).
- • Personal hygiene products (e.g., underwear, swimwear, cosmetics).
- • Digital goods (e.g., software licenses, e-vouchers) once redeemed.
- • Custom-made or personalized items.
4. The Return Process
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Initiate Return: The buyer must log in to the Volthub App/Website, go to "My Orders," and select "Request Return" within the 7-day window.
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Evidence: The buyer must upload clear photos or videos showing the issue (damage, wrong item, etc.).
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Vendor Review: The vendor and Volthub Support will review the request within 48 hours.
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Shipment: If approved, the buyer will be provided with instructions to return the item.
Note: If the return is due to vendor error (wrong/damaged item), the vendor covers shipping costs. If the buyer changed their mind (where applicable), the buyer covers shipping.
5. Refund Method & Timeline
Once the returned item is received and inspected:
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Method: Refunds will be processed to the original payment method used during purchase (e.g., MTN Mobile Money, Telecel Cash, or Visa/Mastercard). Cash refunds are not issued for digital payments.
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Timeline:
- – Mobile Money: Usually processed within 24-48 hours after approval.
- – Card Payments: May take 5-10 business days depending on the customer's bank.
6. Disputes
If a buyer and vendor cannot agree on a return, the Volthub Compliance Team will intervene. Volthub's decision is final and binding based on the evidence provided.
7. Contact Support
For any issues regarding refunds, please contact: