1. Overview
Our goal at WeConstructHub is to ensure that every customer receives genuine, high-quality construction materials in perfect condition.
This Refund & Return Policy explains when customers are eligible for refunds and how disputes are resolved.
2. When Customers Are Eligible for a Refund
A customer may request a refund if:
A. The item was not delivered
• Delivery fails after multiple attempts
• Vendor cannot fulfill the order
• Logistics partner reports non-delivery
B. The item delivered is incorrect
(Example: Customer orders 12mm steel but receives 10mm)
C. The item is damaged upon delivery
• Visible damage
• Cracks, breakages, or defects D. The item is fake or substandard
Verified through investigation.
E. Quantity shortage
Customer receives less than what was paid for.
3. Refund Request Window
Customers must file a complaint within:
• 48 hours after delivery for physical damages
• 72 hours for incorrect or substandard items
• 48 hours if the item was not delivered
4. Refund Process
1. Customer submits a complaint with: o Order ID o Photos/videos of the issue o Description of the problem
2. WeConstructHub reviews the claim o Contact the vendor o Evaluate supporting evidence o Investigate logistics records
3. Decision is made within 3–5 business days o Refund o Replacement o Partial refund
o Or rejection of claim (with explanation)
4. Refund is processed back to the customer’s:
o Paystack payment source OR o WeConstructHub wallet (if customer prefers credit)
5. Conditions for Non-Refundable Items
Refunds will not be granted if:
• The customer changes their mind after delivery
• The item has been used or damaged by the customer
• The customer fails to provide required evidence
• The complaint is submitted after the allowed window
6. Vendor Responsibilities in Refund Cases
Vendors must:
• Accept returns when WeConstructHub validates the claim
• Cooperate fully with investigations
• Not delay refunds or replacements
• Update their inventory after returns
Vendors repeatedly involved in refund cases may be suspended.
7. Refunds for High-Value Machinery
Additional verification applies for machinery, including:
• Operational testing videos
• Serial number verification
• Inspection reports (if necessary)
Refunds for machinery may take 5–7 business days.
8. Dispute Escalation
If a customer disagrees with a decision:
• They may request a secondary review
• The case is escalated to Compliance
• Final decision is communicated within 48 hours
9. Contact Information
For refund issues:
📧 weconstructhub@gmail.com