Multi-Mart Return and Refund Policy

Multi Mart Marketplace > Multi-Mart Return and Refund Policy

At Multi-Mart, we are committed to ensuring customer satisfaction by offering a safe and reliable platform for shopping in Liberia. However, if a customer is unsatisfied with a purchase, our Return and Refund Policy outlines how products can be returned, accepted by vendors, and refunded. Please review the following details carefully.

1. Eligibility for Returns

A return request can be made if:

  • The item is damaged, defective, or not as described.
  • The item is in its original packaging, unused, and includes all accessories.
  • The request is made within 7 days of receiving the product.

2. Items Not Eligible for Return

Certain items cannot be returned unless they are faulty or not as described. These include:

  • Perishable goods (e.g., food, flowers, or plants).
  • Personal care products (e.g., skincare, makeup, hygiene products).
  • Customized or personalized items.
  • Downloadable software and digital products.
  • Underwear and swimwear.

3. How to Request a Return

To initiate a return:

  1. Contact Multi-Mart: Customers should email support@multimartliberia.com or call +231-778 199 366 within 7 days of receiving their item.
  2. Provide Details: The customer must share the order number, a description of the issue, and photos of damaged or defective items if applicable.
  3. Return Approval: After reviewing the request, Multi-Mart will notify the customer of the next steps.

4. Vendor Return Acceptance Process

Once a return request is approved, the process moves as follows:

  • For Vendors in Monrovia: Multi-Mart will facilitate product pick-up from the customer and deliver it back to the vendor’s registered address.
  • For Vendors Outside Monrovia: Customers will be required to drop off the item at a nearby logistics partner. Once the product is returned, vendors will inspect the item and notify Multi-Mart of their decision to accept or reject the return.

Vendors’ Obligations:

  • Vendors must inspect returned items to verify they match the return reason (e.g., damaged, defective, not as described).
  • If the product is accepted, vendors must notify Multi-Mart within 2 business days so the refund process can proceed.
  • If a vendor rejects the return (e.g., due to misuse or invalid reason), they must provide evidence and justification to Multi-Mart, which will then be communicated to the customer.

Important: Vendors are expected to cooperate fully with Multi-Mart’s return process. Repeated failures to comply with returns or unprofessional handling of customer complaints may result in penalties, including suspension of the vendor’s account.

5. Refund Process

After a returned item is received and accepted by the vendor:

  • Approval or Rejection: Both the vendor and Multi-Mart will inspect the product. If the return is valid, the customer will be informed, and the refund will be processed.
  • Refund Method: Refunds will be issued through the payment method used at the time of purchase. For mobile money, refunds typically take 3-5 business days to reflect in the customer’s account.
  • Partial Refunds: Partial refunds may be granted in cases where the product is returned in less-than-perfect condition, is used, or has missing parts.

Refunds are not applicable for items rejected by the vendor unless otherwise authorized by Multi-Mart after a detailed review.

Shipping Fees: Shipping fees are non-refundable unless the return is due to an error by the vendor or Multi-Mart (such as damaged or incorrect products).

6. Exchanges

Multi-Mart does not currently offer product exchanges. If you wish to replace an item, you must return the original item (if eligible) and place a new order.

7. Late or Missing Refunds

If you have not received your refund after notification:

  • Check with your payment provider: Mobile money or banks may have delays in processing refunds.
  • Contact us: If you still have not received your refund after following up with your provider, email us at support@multimartliberia.com or call +231-778 199 366/881 411 148

8. Damaged or Defective Products

If you receive a damaged or defective product:

  • Contact Multi-Mart immediately to initiate a return.
  • We will coordinate with the vendor to accept the product and issue a refund or replacement based on vendor confirmation.

9. Cancellation of Orders

  • Before Shipping: If you need to cancel your order before it is shipped, please contact us immediately. If the order hasn’t shipped, a full refund will be issued.
  • After Shipping: If the order has already shipped, the customer will need to wait until the product is delivered and then follow the return process if unsatisfied.

10. Return Shipping Costs

  • Vendor Fault: If a product is returned due to an error by the vendor (wrong, defective, or damaged product), Multi-Mart or the vendor will cover the return shipping cost.
  • Customer Fault: If the return is initiated by the customer for personal reasons (e.g., no longer wants the product), the customer is responsible for return shipping costs.

11. Vendor Responsibilities

Vendors are expected to:

  • Accept Valid Returns: Ensure timely acceptance of valid returns and notify Multi-Mart promptly after inspecting the returned items.
  • Provide Quality Products: Avoid listing damaged, defective, or misleading products to minimize return requests.
  • Cooperate with Multi-Mart: Vendors must collaborate fully with Multi-Mart to resolve return issues quickly and professionally.

Failure to meet these responsibilities may result in penalties, including suspension or removal from the platform.

12. Contact Us

For any questions or concerns about the return process, refunds, or vendor acceptance:

By using Multi-Mart, you agree to this Return and Refund Policy. Multi-Mart reserves the right to modify this policy at any time. Please check periodically for updates.