Refund policy
Supply Master operates a managed marketplace and verified supplier network. Products may be supplied through approved suppliers, distributors, importers, or fulfilment partners, while Supply Master manages the customer support, return coordination, and after-sales process.
Return Window
Returns may be requested within 7 days of receiving your order.
Return requests made after 7 days may not be accepted unless the issue relates to a confirmed defect, wrong item, or warranty-supported case.
Return Eligibility
To qualify for a return, the item must be:
- Unused, unworn, and undamaged
- In its original packaging
- Complete with all accessories, manuals, tags, seals, and parts
- In the same condition it was received
- Approved through Supply Master’s return request process before being sent back
Items returned without prior approval may not be accepted.
Customer Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- Wrong item delivered
- Confirmed product defect
- Damaged item received
- Supplier or fulfilment error
Return shipping must be prepaid and handled carefully. Supply Master is not responsible for items lost or damaged during return shipment arranged by the customer.
Restocking Fee
A 30% restocking fee may apply to approved returns where the item is not defective, not wrongly delivered, and is being returned due to customer preference, order change, or cancellation after delivery.
Shipping, handling, delivery, and service charges are non-refundable unless the return is caused by a confirmed Supply Master, supplier, or fulfilment error.
Defective Products
If a product is confirmed to be defective, Supply Master will coordinate with the relevant supplier, distributor, or fulfilment partner to resolve the issue. Resolution may include repair, replacement, warranty support, exchange, or refund depending on the product type and supplier warranty terms.
Wrong Item Delivered
If the wrong item is delivered, Supply Master will review the case and coordinate correction at no additional cost to the customer where the error is confirmed.
Warranty Claims
Warranty support depends on the warranty terms provided by the supplier, distributor, manufacturer, or authorized partner. Supply Master will help coordinate the claim, but warranty approval, repair, replacement, or rejection may depend on the supplier or manufacturer’s assessment.
Supplier Responsibility
Suppliers are responsible for product authenticity, accurate product descriptions, warranty support, quality issues, wrong items supplied, false availability, and supplier-caused fulfilment errors. Where a supplier error is confirmed, Supply Master may recover related costs from the supplier under the applicable supplier agreement.
Customer Refusal
If a customer refuses delivery after an order has been confirmed and dispatched correctly, delivery, return movement, handling, or restocking charges may apply. Repeated refusal of confirmed orders may affect future cash-on-delivery eligibility.
Customer-Caused Issues
Returns may be rejected where the product has been used, installed, damaged after delivery, mishandled, altered, or returned without complete packaging, accessories, manuals, tags, seals, or parts.
Non-Returnable Items
Some items cannot be returned, including:
- Used items
- Installed items
- Opened personal care or hygiene products
- Perishable goods
- Custom, special-order, or made-to-order products
- Hazardous materials, flammable liquids, or gases
- Gift cards
- Final sale or clearance items
- Items damaged after delivery due to misuse, poor handling, or improper installation
If you are unsure whether an item is returnable, contact us before placing or returning the order.
Exchanges
For exchanges, the original item must first be reviewed and approved for return. Once accepted, you may place a new order or request a replacement where available.
Exchange availability depends on supplier stock and product availability at the time of request.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be processed to the original payment method where possible. Processing timelines may vary depending on your bank, card provider, mobile money provider, or payment gateway.
Refunds do not include delivery, shipping, handling, or service charges unless the return is due to a confirmed Supply Master, supplier, or fulfilment error.
How to Request a Return
To start a return request, use the self-service return request in your customer account or contact us:
Phone: 0308251057
Email: sales@supplymaster.store
Do not send items back before your return request has been reviewed and approved.
