The return policy for buyers and sellers on BigHub Market. Last updated October 2026.
This Return Policy is part of the BigHub Market User Agreement. BigHub Market is a platform that connects buyers and sellers. We don't sell, own, inspect or deliver anything, so returns and refunds are arranged between the buyer and the seller — this policy sets the standard both sides follow.
Buyers can open a return request within 7 days of receiving an item. Day 1 is the day the item arrives. If day 7 falls on a weekend or public holiday, the window closes at the end of the next working day. After 7 days, a sale is final unless the seller offers more — some sellers choose to accept returns for longer, and they say so on their business profile.
An item can be returned when it is faulty, damaged, different from how the listing described it, incomplete, or a different item from the one ordered. Items returned for a change of mind must be unused, in their original packaging, and in the same condition they arrived in. Sellers must say clearly in the listing before sale if an item cannot be returned — for example perishables, custom-made goods, intimate items for hygiene reasons, or digital downloads.
If an item is faulty, damaged in delivery, materially different from the listing, or never arrives, the buyer can return it within the 7-day window regardless of the seller's usual rules, and the seller refunds the buyer. Keep the packaging and take photos as soon as you notice a problem — they make the return much easier to resolve.
Open a return by messaging the seller through BigHub within 7 days of receiving the item. Say what is wrong and include photos where possible. The seller should respond within 48 hours and arrange the return and refund. If the seller does not respond, refuses a valid return, or the two of you cannot agree, report it through Help & support and our team will look into it.
Buyers deal directly with sellers, and BigHub does not process, hold or settle payments for purchases. That means the seller refunds the buyer directly, using the same payment method the buyer used wherever possible. Sellers should issue refunds promptly once a valid return is agreed; buyers should return the item before or at the same time as the refund, as agreed with the seller.
If the item was faulty, damaged, not as described or never arrived, the seller covers the cost of returning it. If the buyer is returning an item because they changed their mind, the buyer covers the return cost unless the seller says otherwise. Both sides should agree how the item gets back to the seller before sending it.
Sellers must accept valid returns under this policy, respond to return messages within 48 hours, refund agreed returns promptly, and never pressure a buyer to withdraw a genuine complaint. A seller's stated return rules can give buyers more than this policy, but never less. Repeated failure to honour valid returns can affect a business's standing on BigHub.
Sellers can refuse a return when the buyer reports it after the 7-day window for a change of mind, when the item was used, damaged or altered after delivery and that is why it is being returned, when the listing clearly said the item could not be returned and the problem is not a fault or misdescription, or when the claim appears dishonest. A seller who refuses a return should say why, plainly and politely.
Falsely claiming an item is faulty, returning a different or damaged item, or keeping an item while demanding a refund is fraud. Accounts that abuse returns may be suspended, and information may be shared with law enforcement on lawful request.
Never send money off-platform on the strength of a BigHub listing alone. Read the guidance in our Scam Protection Centre under Help & support, keep conversations on BigHub, and verify a business before paying or visiting in person.
We may update this policy as the platform evolves; the latest version is always on this page. This policy is governed by the laws of Nigeria. BIGHUB MARKET GLOBAL Ltd, 44 Presidential Road, Ogui, Enugu, Nigeria — support@bighubmarket.com. See also our User Agreement (/agreement), Terms & Conditions (/terms) and Help & support.