Returns & refunds
7 days to tell us something is wrong, and how the money comes back when it is.
The short version
When you can return an item
- It arrived damaged — broken, cracked, leaking or not working out of the box.
- It is faulty — it does not do what the product page says it does.
- It is not what you ordered — wrong item, wrong size, wrong colour, or parts missing from the pack.
Tell us within 7 days of delivery. For damage, tell us within 48 hours where possible, with a photo — the earlier we know, the easier it is to fix.
When you cannot
- You changed your mind and the item is fine — we can only accept this where the item is unused, sealed and resaleable, and delivery fees are not refunded in that case.
- The item has been used, washed, worn, installed or assembled.
- The item was damaged after delivery — dropped, water damage, wrong voltage, or repaired by somebody else.
- Fresh food, consumables, underwear, cosmetics opened for hygiene reasons, and anything clearly marked as final sale.
- The pack, manual, free gift or accessories are missing.
How to start a return
- Message us on WhatsApp within the window with your order number.
- Describe the problem in one or two lines.
- Send a photo, or a short video for anything that only shows the fault when switched on.
- Wait for our reply with the return steps. Please do not send anything back before we confirm, so it does not get lost.
- Pack it the way it arrived, with everything that came in the box.
What happens next
| Step | How long |
|---|---|
| We reply with the return steps | Same or next working day |
| Item comes back to us | Depends on your location, usually 1–3 working days |
| We check it | Within 1 working day of arrival |
| Refund or replacement starts | Within 3–5 working days of that check |
How you are refunded
| How you paid | How it comes back | How long |
|---|---|---|
| Debit card | To the same card, through our payment partner | 3–5 working days, sometimes longer if your bank is slow |
| Bank transfer | Transfer to the account you paid from | 3–5 working days after the check |
| Delivery fee | Refunded when the fault is ours | With the refund |
We refund to the original payment method so the money cannot end up in the wrong hands. Keep the receipt we e-mail you — it is the fastest way to match a refund to your order.
Replacements
If you would rather have the same item again than your money back, say so in your first message. Replacements are sent once the faulty item reaches us, subject to stock. If the item has sold out, you can choose a refund or wait for the next delivery.
Warranty
Where a product page states a warranty, that is the manufacturer’s warranty and applies as described on the page. It covers manufacturing faults, not physical damage, water damage, wrong voltage or unauthorised repair. Your receipt is your proof of purchase — keep it.
Charged twice, or charged for a cancelled order?
Tell us with your order number and the payment reference. Double charges and payments for orders we could not fulfil are refunded in full, and we do not make you wait for the usual checking steps. If a card payment succeeded but no order appears, message us before trying again — we can usually confirm or reverse it the same day.
Something not covered here?
Ask. A short message is always better than an argument later.
Talk to us
WhatsApp: +234 915 968 4251 — the fastest way to reach a person.
E-mail: sudomarkets@gmail.com
Hours: Monday to Saturday, 8 am – 7 pm (WAT)
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