Refund & Return Policy

1. Scope & Independent Seller Notice

MUBATIQUE (operated by Mubeen Technology Ltd) provides the marketplace software and payment facilitation infrastructure. Fashion vendors on MUBATIQUE are independent third-party sellers and designers who manufacture, inventory, and fulfill fashion items.

Payments are securely processed via Paystack. When you purchase on MUBATIQUE, customer payments are split directly to vendor subaccounts, delivery personnel subaccounts (where applicable), and MUBATIQUE platform fees. Refunds are initiated through Paystack's authoritative Refund API once an eligibility review is completed.

2. Return Eligibility Window

To be eligible for a return, replacement, or refund consideration, customers must report the issue to MUBATIQUE Support within 48 hours (2 business days) of the confirmed delivery timestamp as recorded by the carrier or proof of delivery (POD).

Requests submitted after 48 hours from delivery cannot be accepted due to the perishable, custom, and hygiene nature of fashion apparel.

3. Eligible Grounds for Return & Refund

A return or refund request will be accepted for review under the following conditions:

• Wrong Item Received: The physical item received completely differs in style, color, or specification from the confirmed order.
• Transit Damage: The item arrived physically damaged, torn, or stained prior to customer acceptance (supported by packaging photo evidence).
• Material Difference: The fabric, design elements, or craftsmanship substantially differ from the verified listing description and images.
• Manufacturing Defect: Severe structural defects, broken zippers, missing essential components, or stitching failures not caused by wear or tear.

4. Non-Returnable & Non-Refundable Items

The following items are strictly non-returnable unless defective upon initial delivery:

• Custom Bespoke & Tailored Garments: Garments produced to custom body measurements submitted by the customer. Because these items are uniquely fabricated for a specific individual, they cannot be resold. If fit discrepancies occur, customers may request vendor alteration support if measurements materially deviate (more than 1.5 inches / 3.8 cm) from the submitted profile.
• Altered, Worn, or Washed Items: Items showing signs of wear, perfume odor, washing, dry cleaning, or customer alteration.
• Intimate & Delicate Wear: Undergarments, lingerie, face masks, or personal accessories due to strict hygiene and health standards.
• Final Sale / Clearance Items: Products explicitly marked as non-returnable or clearance on their product details page.

5. Return Process & Manual Review Workflow

MUBATIQUE operates an evidence-based review workflow to protect both customers and independent designers from fraudulent disputes:

1. Initiate Request: Contact MUBATIQUE Customer Support via email (support@mubatique.com) or WhatsApp (+234 800 MUBATIQUE) within 48 hours of delivery.
2. Provide Documentation: You must include:
   • Order Reference Number (e.g., AGG-XXXXXXXXXX)
   • Vendor Name and Product Name
   • Clear, unedited photographs or video showing the defect, tag condition, and package label
   • Detailed description of the issue
3. Review & Investigation: MUBATIQUE and the independent vendor review the evidence within 1 to 3 business days.
4. Resolution: If approved, customer will be instructed on return shipping. The vendor will issue an agreed remedy: replacement, alteration, or financial refund.

6. Return Shipping & Delivery Fees

• Vendor / Platform Error: If the return is due to a vendor error (wrong item sent, severe defect, transit damage), the vendor or platform covers the return shipping cost.
• Original Delivery Fees: Original delivery fees are non-refundable once the delivery service has been completed by the logistics provider, unless the entire shipment was damaged or wrong.

7. Financial Refund Processing via Paystack

Refund Architecture & Dispute Settlement:

Refunds are initiated directly through Paystack's Refund API. MUBATIQUE does not deduct new Paystack-split marketplace refunds from legacy custodial vendor wallet balances, maintaining strict financial segregation. We are actively seeking Paystack's official confirmation on the operational settlement and recovery treatment of refunds for transactions that have already been settled to beneficiary subaccounts.

• MUBATIQUE Review & Decision: Completed within 1 to 3 business days upon receipt of qualifying dispute documentation.
• Bank & Paystack Settlement: Once an authorized refund instruction is submitted to Paystack, funds reflect in the customer's Nigerian bank or card account within 5 to 10 business days, subject to standard interbank clearing cycles. MUBATIQUE does not control bank-level settlement timing.

8. Contact & Claims Support

To initiate a return or check the status of a pending claim:

MUBATIQUE Customer Care & Dispute Resolution
Email: support@mubatique.com
Complaints & Compliance: compliance@mubatique.com
Working Hours: Monday – Saturday, 8:00 AM – 6:00 PM WAT