This page explains how returns, refunds, complaints and cancellations work for purchases made through AYCEE Builder. It is taken from our Customer Terms and Conditions, which apply in full.

How to start a return or complaint

Where a customer wishes to return a product or request a refund, the customer should contact AYCEE rather than independently returning the product to a Vendor unless AYCEE provides specific return instructions.

Please provide sufficient information to enable AYCEE to identify and investigate the matter. This may include:

• Customer name;
• Order number or reference;
• Product name;
• Date of purchase;
• Description of the issue;
• Delivery details where relevant;
• Photographs or videos where relevant;
• Proof of payment where applicable; and
• Any other information reasonably required to resolve the matter.

AYCEE may provide the customer with instructions regarding collection, return location, packaging, inspection or other requirements applicable to the return.

Return and refund request period

Customers have fourteen (14) days after delivery to report a product issue and request a return, refund or applicable resolution.

Customers are encouraged to inspect delivered products as soon as reasonably possible, and should report any visible damage, incorrect product, incorrect quantity or other apparent issue within this period.

Issues that may qualify for return, refund or corrective action

A customer may raise a complaint where the product:

1. Is defective or faulty.
2. Is damaged when delivered.
3. Is materially different from the product ordered.
4. Does not match the stated specifications.
5. Is the wrong brand, model, size, grade, type or variation ordered.
6. Is supplied in an incorrect quantity.
7. Is materially damaged due to Vendor packaging, handling or transportation where applicable.
8. Was supplied through an unauthorised substitution.
9. Contains a material misrepresentation regarding its description, quality, specification or condition.
10. Cannot reasonably be used for the purpose for which it was purchased due to a product-related defect or non-conformity.
11. Cannot be fulfilled within the agreed timeframe where no acceptable alternative has been agreed.
12. Has another material fulfilment issue attributable to the order or supplying party.

How complaints are resolved

Where a valid complaint is raised, AYCEE may first seek to have the relevant Vendor or supplying party rectify the issue. Depending on the circumstances, resolution may include:

• Replacement of the affected product;
• Repair;
• Correction of quantity;
• Supply of the correct specification;
• Completion of an outstanding order;
• Another appropriate corrective action; or
• Another resolution agreed with the customer.

If a replacement is also faulty

Where a product is faulty and the Vendor replaces it, but the replacement is also faulty or does not resolve the original issue, the customer may be entitled to a refund, or an alternative resolution agreed by AYCEE and the customer.

If the Vendor cannot resolve the complaint

Where a valid complaint cannot reasonably be resolved by the Vendor or supplying party, AYCEE may provide an alternative resolution where appropriate. This may include arranging an alternative product, replacement or other reasonable solution.

Refunds

A refund may be considered where:

• A product remains faulty after an appropriate replacement;
• The correct product or an acceptable replacement cannot be provided;
• A valid complaint cannot reasonably be rectified;
• The product materially differs from what was ordered;
• An order cannot be fulfilled as agreed and no acceptable alternative is available; or
• Another circumstance reasonably justifies a refund.

Where a refund is approved, AYCEE shall process the applicable refund through an appropriate payment method. The timing of the refund may depend on the applicable payment channel, financial institution and processing requirements.

Products with special return conditions

Due to their nature, the following products may be subject to specific return, cancellation or refund conditions:

• Custom-made products;
• Bespoke products;
• Imported products specifically sourced for a customer;
• Manufactured-to-order products;
• Cut-to-size products;
• Special-order products; and
• Products specifically altered or customised according to customer requirements.

Applicable conditions shall be communicated before confirmation of the relevant order where reasonably possible.

Order cancellation

Customers may request cancellation of an order before fulfilment by contacting AYCEE as soon as possible. Cancellation requests are subject to the stage of the order and the nature of the product.

Where a product has already been specifically sourced, imported, manufactured, customised, cut or otherwise committed for the customer, cancellation may be subject to applicable costs or may not be available.

Where an order is cancelled by AYCEE before fulfilment and the customer has already paid, the customer shall be eligible for a refund of the applicable amount paid, subject to any applicable non-refundable costs that were expressly communicated before confirmation.

Contact

To start a return, refund or complaint, contact AYCEE Customer Support and quote your order number:

Email: support@ayceebuilder.com
Phone: +234 703 952 0579