Return & Refund Policy

We want every order to arrive complete, correct and site-ready. When something isn't right, this policy explains exactly what can be returned, how to request it, and how and when your refund is paid.

Last updated: August 2026

1. Eligibility & Timelines

Returns must be requested within 7 calendar days of delivery or pickup for general building materials, and within 48 hours for perishable or moisture-sensitive goods such as cement, plaster, adhesives and paint.
Damaged, short-supplied or wrong items must be reported within 24 hours of delivery, with photographs of the item and packaging.
Special-order, custom-cut, imported-to-order and bulk project items are only eligible where the fault is ours (wrong item supplied, manufacturing defect, or transit damage).

2. Item Condition Requirements

Items must be unused, uninstalled and in their original condition, with original packaging, labels, seals and any included accessories or manuals.
Tiles, sanitaryware, cladding and similar goods must be returned in full, unopened cartons. Part-used or broken cartons cannot be accepted.
Cement, chemicals and coatings must have intact bags/seals and remain within their shelf life.
Proof of purchase (invoice, order number or delivery note) is required for every return.

3. Non-Returnable Items

Cut-to-size, fabricated or custom-manufactured items (e.g. cut rebar, bespoke doors, made-to-measure glass or metalwork).
Opened cement, mortar, adhesives, paints, solvents, sealants and other mixed or opened chemical products.
Sand, gravel, granite, laterite and other loose bulk aggregates once discharged at site.
Electrical accessories and lighting that have been installed or energised.
Clearance, ex-display, end-of-line or clearly marked "as-is" items.
Items damaged by incorrect storage, mishandling, installation, or use on site after acceptance.

4. How to Request a Return

Contact us on 09157710125 or email plotrisedepot@gmail.com with your order number, the item(s) affected, quantity, reason for return and clear photographs.
Our team reviews the request and, where eligible, issues a Return Authorisation (RA) number, usually within 1–2 business days.
Keep the goods safe, dry and unused until collection or drop-off is arranged. Returns sent without an RA number may be refused.
Attach the RA number visibly to the outside of the packaging.

5. Inspection Procedure

All returned goods are inspected at our Abuja warehouse against the RA details, invoice and photographs supplied.
Inspection is normally completed within 3 business days of receipt; bulk or project-scale returns may take up to 5 business days.
Where a manufacturing defect is claimed, we may refer the item to the manufacturer or supplier for technical assessment, and we will keep you informed of the expected timeline.
If goods fail inspection, we will explain why and offer to return them to you at your cost, or dispose of them with your written consent.

6. Refunds: Timeframes & Methods

Approved refunds are processed within 5–10 business days of inspection approval.
Refunds are issued to the original payment method: bank transfers are returned to the originating account, and card payments are reversed to the same card. Cash or on-delivery payments are refunded by bank transfer to an account in the buyer's name.
Where you prefer, we can issue a store credit or arrange a replacement or exchange instead of a cash refund.
Delivery charges are refunded in full when the return results from our error. Otherwise, original delivery charges are non-refundable.
Bank posting times are outside our control and may add a further 1–3 business days.

7. Who Covers Shipping Costs

Plotrise Depot covers all collection and return freight costs where the item is faulty, damaged in transit, incorrectly supplied or not as described.
For change-of-mind or ordering-error returns, the customer covers return freight. We can arrange collection through our logistics fleet and deduct the cost from the refund.
A restocking fee of up to 10% may apply to large-volume change-of-mind returns that require re-palletising or re-handling.
Risk of loss or damage in transit remains with the party arranging and paying for the return shipment.

8. Cancellations & Undelivered Orders

Orders may be cancelled free of charge any time before dispatch; we will refund in full using the original payment method.
If a vehicle has already been loaded or dispatched, the applicable freight cost may be deducted from the refund.
If we cannot fulfil an item, we will notify you and offer a substitute, a partial refund, or a full refund — your choice.