Last updated: May 21, 2025
At MartNG, your satisfaction is our top priority. We strive to deliver exceptional service, and if your experience falls short, we’re here to make it right.
You may be eligible for a full or partial refund if you submit your request within 7 days of delivery for these scenarios:
Damaged or Defective Items
Received a product that’s broken, spoiled, or not functional.
Action: Provide clear photos of the item and packaging.
Incorrect Item Delivered
The product, size, or quantity doesn’t match your order.
Action: Upload photos of the delivered item alongside your order confirmation.
Missing Items
Part of your order didn’t arrive.
Action: Show evidence (photos) that the missing items were not included.
Order Non-Delivery
Your purchase never arrived within the guaranteed timeframe.
Verification: We’ll confirm delivery attempts via our system.
Note: Refunds are not granted for change of mind, correctly delivered perishable goods, final-sale items, or services already rendered (e.g., completed rentals or meals consumed).
Sign in to your MartNG account.
Go to My Orders > Order Details.
Click Request Refund.
Choose your reason and upload supporting documentation.
Submit your request—confirmation arrives in your inbox within 24 hours.
| Stage | Timeframe | What to Expect |
|---|---|---|
| Initial Review | 1–2 business days | We verify your submission details. |
| Investigation | Up to 5 business days | We may contact merchants or partners for clarity. |
| Decision & Refund | 3–5 business days | Approved refunds processed to your original payment method. |
TIP: You can always track your refund status under My Orders.
In cases of minor issues, we may offer:
Partial Refund: A percentage of your purchase refunded.
MartNG Store Credit: Use anytime—no expiration date.
Before disputing your payment with your bank, please contact our support team. We resolve issues faster and prevent unnecessary account holds.
We review and update our refund policy regularly. The “Last updated” date reflects the most recent changes. Continued use of MartNG services constitutes acceptance of the revised policy.
Questions? Our Customer Support team is ready to assist:
📧 Email: support@martng.com
📞 Phone: +234 201 330 9306
💬 Live Chat: Available 24/7 in the app
Trust MartNG for reliable, secure, and transparent service on every order.
