Most building materials are heavy, sold in bulk and often mixed, cut or used soon after delivery. This policy explains when you can get a replacement or a refund, and how disputes are handled.
Check on delivery
Where you can, check the materials while the driver is still on site: count bags and lengths, look at grades and sizes, and look for damage such as torn or wet cement bags, bent sheets or cracked tiles. Note any shortage or damage before you share your delivery PIN, and take photos.
When you can claim
Report a problem within 7 days of delivery if the materials are:
- short: fewer bags, pieces, metres or tonnes than you paid for;
- wrong: a different product, grade, size, thickness or colour from the one you ordered;
- damaged when they arrived;
- not as described: they do not match the listing or its stated certification, or are clearly defective, for example caked cement or rods below the stated diameter.
What we cannot accept
- A change of mind, or ordering too much, unless the supplier agrees to take the materials back. If they do, the materials must be unused and in resellable condition, and you pay the transport cost both ways.
- Materials that have been cut, mixed, laid, painted or otherwise used, unless the problem was there on delivery and could not reasonably have been seen.
- Made-to-order or time-sensitive materials, such as ready-mix concrete, custom-cut items or tinted paint, unless they were wrong or defective on delivery.
- Bulk aggregates (sand, granite, laterite) once they have been tipped, unless the quantity or type was wrong. Report these before the truck leaves where possible.
- Damage from storage or weather after delivery, such as cement left uncovered in the rain.
How to report a problem
- Open your order in your account, choose the item and select “Report a problem”.
- Describe what is wrong and add photos showing the quantity, labels or damage.
- The supplier’s payout for that delivery is frozen while we review. We ask the supplier for their side and may ask you for more information.
Possible outcomes
- Replacement: the supplier delivers the missing or correct items at no extra cost to you.
- Refund: you are refunded for the affected items, including the share of the delivery fee for those items where the whole delivery was wrong.
- Not upheld: if the evidence shows the materials were delivered as ordered, the supplier is paid. We will explain why.
We aim to decide within 5 working days of receiving both sides’ information.
Cancelled orders
If a supplier cannot fulfil your order, or Koilemi cancels a delivery, you get a full refund for the affected items, including delivery. You can ask to cancel an order before the supplier dispatches it by opening a support ticket. After dispatch, cancellation needs the supplier’s agreement.
How refunds are paid
Refunds go back to the original payment method through Paystack and usually reach you within 5 to 10 working days of our decision, depending on your bank. For bank transfers, we may ask you to confirm your account details.
Not happy with a decision?
Reply on your support ticket or email support@koilemi.com within 14 days with any new information, and a senior member of our team will review the decision. This does not affect your rights under the Federal Competition and Consumer Protection Act 2018.
