Refund Policy

Last Updated: March 15, 2024

Return Eligibility

General Return Conditions

To be eligible for a return, items must meet the following criteria:

Product Condition:

  • Items must be unused and in original condition
  • Original packaging and all accessories must be included
  • Products must not show signs of wear, damage, or modification
  • All protective films, labels, and seals must remain intact

Time Limits:

  • Returns must be initiated within 14 days of delivery
  • Return authorization must be obtained before shipping items back
  • Items must be received by us within 30 days of return authorization
  • Late returns may be subject to restocking fees or rejection

Documentation Required:

  • Original order confirmation or invoice
  • Proof of purchase (receipt or payment confirmation)
  • Return authorization number (obtained from customer service)
  • Reason for return and any supporting documentation

Return Process

Initiating a Return

To start the return process:

Step 1: Contact Customer Service

  • Email: returns@incandescentengineeringservices.com
  • Phone: +234 (0) 123 456 7890
  • Provide order number and reason for return
  • Include photos if product is damaged or defective

Step 2: Return Authorization

  • We will review your return request within 2 business days
  • If approved, you will receive a Return Authorization (RA) number
  • The RA number is valid for 30 days from issue date
  • Include the RA number on all return shipments

Step 3: Package and Ship

  • Pack items securely in original packaging when possible
  • Include all accessories, manuals, and documentation
  • Attach the RA number clearly to the outside of the package
  • Use a trackable shipping method and retain proof of shipment

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrectly shipped. We recommend using insured shipping for valuable items and providing tracking information for all returns.

Refund Timeline

Standard Processing Times

Our refund processing follows these timelines:

Inspection and Approval:

  • Initial inspection: 3-5 business days from receipt
  • Approval notification: Within 24 hours of inspection completion
  • Rejection notification: Within 24 hours with detailed explanation
  • Appeals process: Additional 5-7 business days if contested

Refund Processing:

  • Credit card refunds: Processed within 2 business days of approval
  • Bank transfer refunds: Processed within 1 business day of approval
  • Cash refunds: Available for in-person returns only
  • Store credit: Applied immediately upon approval

Bank Processing Times:

  • Credit cards: 3-10 business days (varies by issuer)
  • Debit cards: 1-5 business days
  • Bank transfers: 1-3 business days
  • Digital wallets: 1-2 business days

Please note that original shipping charges are non-refundable unless the return is due to our error.

Exceptions and Non-Returnable Items

Non-Returnable Products

The following items cannot be returned:

Custom and Made-to-Order Items:

  • Custom-engineered products and solutions
  • Products manufactured to customer specifications
  • Personalized or engraved items
  • Special order items with long lead times

Consumable and Perishable Items:

  • Batteries and power cells
  • Chemical products and solvents
  • Adhesives and sealants
  • Items with expiration dates

Safety and Hygiene Items:

  • Personal protective equipment (PPE) that has been worn
  • Items that cannot be resold for health and safety reasons
  • Products with broken safety seals
  • Contaminated or hazardous materials

Digital Products:

  • Downloaded software and digital content
  • Activated license keys and subscriptions
  • Digital manuals and documentation
  • Online training courses and certifications

Damaged or Defective Items

For defective products or items damaged during shipping, please contact us within 48 hours of delivery. We will arrange for a replacement or full refund, including return shipping costs.

Restocking Fees

Restocking fees may apply in certain situations:

  • Standard Restocking Fee (15%): Bulk orders over ₦500,000, special order items, returns without original packaging
  • Higher Restocking Fee (25%): Custom items, items requiring extensive testing, returns after 30 days
  • No Restocking Fee: Defective items, incorrectly shipped items, returns within 7 days in perfect condition

Contact Information

Returns Department

For all return-related inquiries:

Returns Team

Email: returns@incandescentengineeringservices.com

Phone: +234 (0) 123 456 7890

WhatsApp: +234 (0) 123 456 7890

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM (WAT)

Return Address:

Incandescent Engineering Services

Returns Department

Lagos, Nigeria