For clarity and to ensure a common understanding of the terms used in this Policy, the following definitions apply:

• Working Days: Monday through Friday, excluding public holidays in Nigeria.
• Defective Product: A product that does not function as intended, has manufacturing flaws, or does not meet the specifications as advertised.
• Damaged Product: A product that has physical damage that occurred during shipping or handling before delivery to the customer.
• Incorrect Product: A product that differs from what was ordered in terms of specifications, color, size, or other material characteristics.

We will process a refund or replacement for a purchased product under the following circumstances:

• The item(s) delivered do not match the color, specifications, or dimensions as listed on our website or as communicated by our customer support team.
• The delivery timeline exceeds fourteen (14) calendar days beyond the estimated delivery date without prior communication.
• The item(s) are damaged or defective upon delivery.
• The product does not perform its intended function as reasonably expected.

Conditions for a Valid Return or Refund Request:

• The request must be initiated within 48 hours (2 calendar days) of receiving the product.
• The product(s) must be returned in their original condition, including packaging, accessories, manuals, and any free items that came with the purchase.
• The product(s) must be returned with the original purchase receipt or verifiable proof of purchase.
• The product must not show signs of misuse, abuse, or unauthorized modifications.

Despite our commitment to customer satisfaction, we reserve the right to deny a return or refund under the following circumstances:

• The product has been misused, mishandled, or altered by the customer in a way that caused damage.
• The customer was explicitly informed of potential defects or issues with the product before purchase and agreed to these conditions.
• The customer changes their mind after payment has been completed and the product meets all advertised specifications (subject to the administrative fee detailed below).
• The customer failed to review product specifications and dimensions before purchase despite this information being clearly available.
• The customer has received the product in good condition but failed to report an issue within the 48-hour timeframe.
• The product shows signs of wear and tear beyond what would be expected from inspection and initial testing.

Refunds for services may be granted in the following situations:

• If the service has not been initiated or provided within the agreed timeframe.
• If the service delivered deviates significantly from what was ordered and specified in the service agreement.
• If the service quality falls substantially below industry standards and cannot be remedied through reasonable adjustments.

Administrative Fee for Discretionary Refunds:

• If a customer requests a refund that does not meet the eligibility criteria stated above but we choose to accommodate the request as a gesture of goodwill, a 25% administrative fee will be deducted from the refund amount. This fee covers processing costs, payment gateway charges, and restocking expenses. This fee will be clearly communicated before processing any such discretionary refund.

All claims for a refund must be initiated within 48 hours of receiving the product or within 7 calendar days of non-delivery after the promised delivery date.

Refund requests will be processed according to the following timeline:

• Initial review of the refund request: Within 3 working days of submission
• Decision on refund eligibility: Within 5 working days of submission
• Processing of approved refunds: Within 10-15 working days after approval

Refund Methods:

• Refunds will be processed using the original payment method when possible.
• For credit/debit card payments, refunds typically take 5-10 working days to reflect in your account, depending on your bank's policies.
• For bank transfers, refunds will be processed to the account provided by the customer.
• For cash payments, the customer will need to visit our office with valid identification and proof of purchase to receive the refund.

To ensure prompt and efficient processing of your refund request, please follow these steps:

• Step 1: Visit our website and contact our customer service team at info@samphesservices.com.

For urgent refund inquiries, you may contact our customer service team directly at info@samphesservices.com or call +234 708 405 5282 during business hours (Monday to Friday, 9:00 AM to 5:00 PM WAT).

If you receive a product that is damaged or defective upon delivery, please follow these steps for prompt resolution:

• Report the Issue: Send an email to info@samphesservices.com with the subject line "DAMAGED/DEFECTIVE ITEM" within 48 hours of receiving the product. Include your order number and clear photos of the damage.
• Assessment: Our technical team will assess the reported issue and categorize it as follows:
  • Minor Issue: If the issue can be resolved through troubleshooting or minor repairs, our support team will provide guidance.
  • Major Issue: If the product has significant defects that affect its functionality or safety, you will be eligible for a replacement or full refund.
• Product Condition: The product must remain in the same condition as it was when received and must not be further used once a defect is identified.

Resolution Timeline:

• Within ilorin and environs: 3-7 working days for inspection and 5-10 working days for resolution
• Outside ilorin and environs: 5-10 working days for inspection and 10-15 working days for resolution

Warranty Coverage:

• All products sold by Samphes Services come with a standard warranty period as specified in the product description.
• The warranty covers manufacturing defects and malfunctions under normal use conditions.
• The warranty does not cover damage resulting from misuse, accidents, or unauthorized modifications.
• For warranty claims, please contact our customer service team with your proof of purchase and a description of the issue.

Return Shipping Policy:

• For returns due to our error (wrong item shipped, defective product, etc.), Samphes Services will cover the return shipping costs.
• For returns due to customer preference or non-qualifying reasons, the customer will be responsible for all return shipping costs.
• All returns must be shipped using a trackable shipping method to ensure verification of delivery.

Inspection Process:

• All returned products undergo a thorough inspection upon receipt at our facility.
• If a returned product fails our inspection due to customer-caused damage or missing components, we reserve the right to deny the refund or deduct an appropriate amount from the refund total.
• The inspection results will be communicated to the customer via email within 5 working days of receiving the returned product.

This Return & Refund Policy is designed to comply with:

• The Nigerian Consumer Protection Council Act
• The Federal Competition and Consumer Protection Act (FCCPA)
• Electronic Commerce (e-Commerce) regulations applicable in Nigeria

Nothing in this Policy is intended to limit your statutory rights as a consumer under applicable laws. If any provision of this Policy conflicts with applicable consumer protection laws, such laws shall prevail.

We reserve the right to modify this Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Policy periodically. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

For inquiries or further information regarding this Return & Refund Policy, please contact us through:

• Company Name: Samphes Services
• Email: info@samphesservices.com
• Phone Number: +234 708 405 5282
• Website: https://samphesservices.com
• Business Hours: Monday to Friday, 9:00 AM to 5:00 PM WAT

At Samphes Services, we value your trust and are committed to providing excellent customer support while ensuring that all refund and return processes are handled efficiently, transparently, and in accordance with applicable laws and regulations.