This Policy explains the transaction support UkaMart Global Ltd (RC1532291) provides for eligible purchases, the seller's obligations and the remedies that may be available. It distinguishes UkaMart's own retail sales from independent marketplace sales. It covers approved remedies for eligible orders; it does not insure every loss or cover private transactions outside the official order process.
1 What Buyer Protection means
Buyer Protection provides a complaint process, evidence review and appropriate remedies for eligible orders paid through official checkout. UkaMart receives the order funds and retains them pending the seller-release process in Document 10. If a refund is approved, UkaMart processes the refund and recovers the responsible seller's share through the Seller Agreement.
We do not make an approved buyer refund depend on future sales by the seller or on the seller voluntarily repaying us first. The responsible seller remains liable to UkaMart for its obligations. A complaint starts review and pauses the affected payout where funds remain; it is not by itself proof that a product is defective.
UkaMart remains responsible for its own retail sales, express commitments and duties imposed by law. Approval, refund initiation and the customer's receipt of funds are separate stages that we identify in the case record.
2 When Buyer Protection applies
It applies to an identifiable order placed through UkaMart's official checkout, using the payment method shown there, for a permitted product and an issue covered below. Keep the order reference and transaction evidence.
Report visible damage, wrong or missing items, or a material description mismatch within 7 calendar days of delivery where reasonably possible. Report non-delivery as soon as the latest estimated date passes. These reporting targets assist investigation; they do not extinguish statutory rights, hidden-defect claims or a longer written warranty. Explain delayed discovery or inability to access support.
3 When Buyer Protection does not apply
The voluntary scheme does not cover private off-platform payments, fabricated transactions, prohibited purchases, an issue fully resolved without outstanding loss, or damage caused by the buyer after delivery unrelated to a pre-existing fault. A change of mind follows Document 4 rather than an allegation that the seller supplied defective goods.
An exclusion does not remove mandatory consumer rights or UkaMart's liability for its own conduct. A declined scheme claim is explained and can be challenged.
4 Sold by UkaMart or a marketplace seller
The seller is identified before payment. “Sold by UkaMart” means UkaMart Global Ltd (RC1532291) is the retail seller. For an independent marketplace listing, the sale contract is with the named Marketplace Seller; UkaMart supplies marketplace services and the commitments expressly made in this Policy.
Listing, payment support or content promotion does not by itself make UkaMart the seller of every product. This allocation does not exclude responsibilities imposed on UkaMart by law. Payment to the authorised checkout route for a confirmed transaction discharges the buyer's obligation to pay that amount; the buyer is not required to pay again because of an internal settlement dispute.
5 Before buying
Review the product, total price, seller identity, condition, specifications, delivery arrangements and warranty provider. Ask questions before ordering. Save unusual commitments in the order record. A low price or “UK Used” description does not establish authenticity or manufacturer warranty.
Purchases must be placed by an adult aged 18 or over. A user aged 15–17 may browse through an authorised account with verified guardian consent, but the adult must place and accept responsibility for a purchase using the adult's account.
6 Payments
The only checkout options are Paystack and bank transfer to UkaMart Global Ltd's designated account displayed in official checkout. A verified transfer to that account linked to your order is an official payment and is eligible for Buyer Protection on the same terms as a Paystack payment. A transfer to a seller's personal or separate business account is not this official route.
Paystack processes payments made through its checkout and settles them to UkaMart. Direct bank transfers are received by UkaMart. We reconcile receipts against the provider or bank record and the order; a screenshot alone is not confirmation. If a reference is missing or incorrect, contact support so we can trace the payment rather than pay again.
Never send a PIN, password, card security code or OTP to support or a seller. Document 10 explains collection, retention pending release, refunds and payouts. We do not represent checkout as escrow or insured custody.
7 Order confirmation and the sale contract
Submitting an order is your offer to buy. A payment receipt or “Order received” message acknowledges receipt only. The sale becomes binding when the named seller accepts and UkaMart sends the explicit “Order confirmed” notice on that seller's behalf. Each seller's part of a mixed basket is accepted separately.
If the seller rejects the order before confirmation, any collected payment is returned; it is not converted into credit without your agreement. After confirmation, lack of stock does not permit an undisclosed substitution or price increase. Cancellation and refund rights continue to apply. The confirmation records the product, seller, price, delivery estimate and applicable terms.
8 Seller obligations
Sellers must own or be entitled to sell the product, provide accurate listings and stock, supply authentic and lawful goods, honour confirmed prices and dispatch commitments, and cooperate with claims. They must not demand off-platform top-ups or replace the product without informed buyer agreement.
The responsible seller bears the remedy and reasonable return costs for its wrong, damaged, counterfeit or non-conforming supply, subject to applicable law. Seller recovery arrangements are in Document 6.
9 Buyer obligations
Provide accurate delivery information, pay through checkout, use products reasonably and report issues truthfully. Preserve relevant packaging and evidence where practicable, without continuing to use an unsafe item.
Do not exchange the item for a different device, conceal damage you caused, seek duplicate compensation or threaten a seller. An honest mistake, lack of an unboxing video or an unsuccessful complaint does not establish fraud.
10 Product inspection
Inspect the packaging and product when safely possible. A signature, delivery OTP or opening the package normally confirms receipt rather than acceptance of every hidden defect. Inspection at delivery is available only if expressly included in the delivery service.
Please confirm receipt and product acceptance, or report a problem, within 7 calendar days of actual delivery. Buyer acceptance is different from the seller's earlier “Order confirmed” notice. We initiate seller payout within 2 business days after buyer acceptance or a documented release decision, subject to a justified hold.
If you do not respond within 7 calendar days, we review delivery evidence and outstanding complaints manually before deciding whether to release funds. Silence is not automatic confirmation of product quality. We notify you of the release decision and keep the complaint route available. Acceptance or payout does not end a valid statutory, hidden-defect or warranty claim.
Where immediate testing is impractical, test promptly in a safe setting. Do not power on a device with a swollen battery or obvious electrical damage. Report the condition and request safe return instructions.
11 Item not received
Contact support@ukamart.com with the order reference after the expected delivery date or immediately if delivery is falsely marked complete. We examine tracking, handover information and the recipient's account. A status label alone is not conclusive evidence of delivery.
An approved claim leads to delivery, replacement with agreement or a refund processed by UkaMart. We pursue recovery from the responsible seller or carrier separately where appropriate. You are not required to pursue a courier alone instead of the seller responsible for supply.
12 Wrong item
Report the mismatch and provide the received item's details. The seller must arrange an appropriate return and the correct item or refund, including reasonable costs attributable to its error. Do not return to an unverified address supplied through a suspicious message.
13 Defective item
Describe the fault, when it appeared and relevant use. An inspection may be needed. A seller cannot reject a claim merely because packaging was opened or a manufacturer is involved.
Qualifying quality remedies under the FCCPA include return within three months of delivery at the supplier's risk and expense and repair, replacement or refund as applicable. This period does not cut off every other legal or warranty claim. The facts, applicable law and any additional warranty determine the remedy.
14 Counterfeit item
Provide the listing, product identifiers and reasons for concern. We may restrict the listing while investigating. A UkaMart listing review is not an authenticity guarantee. Confirmed counterfeits must not be resold, and return or disposal must follow safe and lawful instructions.
The responsible seller must provide the lawful remedy and bear relevant costs. Lack of a buyer-funded expert report is not an automatic reason to refuse review.
15 Material difference from description
A material difference affects the purchase decision, such as incorrect model, capacity, condition, authenticity, undisclosed activation lock or missing promised accessories. Minor variations clearly disclosed before purchase are assessed differently.
We compare the item with the listing and commitments preserved for the order. A seller cannot rely on a later listing edit to change what was promised.
16 Disputes
Email support@ukamart.com with “Buyer Protection”, the order number, issue and preferred remedy. We acknowledge within 2 business days and aim to provide a decision or substantive update within 10 business days. The seller must respond to a request for evidence within 3 business days unless a justified extension is agreed.
We give both parties a fair opportunity to respond. Urgent safety or payment steps may precede a final decision. A human reviewer assesses contested adverse outcomes. Financial holds follow Document 10 and do not automatically cover unrelated money.
17 Evidence
Useful evidence includes the original listing, receipts, photographs, videos, serial or IMEI records, delivery information and relevant messages. An unboxing video is helpful where available but is not mandatory. We accept other reliable evidence and consider accessibility or technical difficulties.
Share only information relevant to the issue. We may obtain a proportionate inspection or specialist assessment and explain who bears a proposed cost before it is incurred. Evidence is handled under the Privacy Notice.
18 Resolution and partial settlement
Possible remedies are refund, replacement or repair where appropriate and lawful. UkaMart processes approved refunds for eligible official orders within 2 business days of final approval, or sooner where law requires. The responsible seller funds its obligations through retained proceeds, authorised deductions or recovery under Document 6; recovery from that seller is not a condition for initiating the buyer's approved refund. Replacements and repairs are arranged with the responsible seller and the buyer's rights preserved.
The buyer and seller may voluntarily agree a partial settlement, such as keeping an item for an agreed price reduction. The written record must state the order, issue, amount and currency, who pays, payment method, due date, whether the item is retained or returned, and precisely which issue is settled. Both parties must affirmatively accept. Silence is not agreement. UkaMart records and processes the agreed partial refund through the official payment process and adjusts the seller proceeds and any related commission accordingly.
No party may force partial settlement instead of a remedy required by law. A settlement does not waive unrelated faults, undisclosed fraud or non-waivable rights. We close the settled part only after verified performance; if payment fails, the unresolved claim continues. Any commission adjustment is proportionate to the actual product refund, not automatically the full commission.
Refunds ordinarily use the original payment route. A written outcome distinguishes approval, initiation and completed credit. Appeal within 30 calendar days of notice to support@ukamart.com; acknowledgement is within 2 business days and the target human-review outcome is 10 business days, with explained updates if more time is needed. Legal remedies remain available.
19 Fraudulent buyer claims
Supported evidence of fabricated loss, item switching, manipulated documents or deliberate duplicate recovery may lead to refusal, proportionate recovery, restrictions or lawful reporting. We state the reason and provide human review where lawful.
We do not treat the absence of preferred evidence, repeated genuine faults or a good-faith appeal as fraud. Recovery does not include undisclosed penalties or unauthorised debits from an external account.
20 Off platform transactions
Transfers to sellers or other private recipients, external checkout, cash arrangements and deals concluded outside the official order process are outside the voluntary Buyer Protection scheme, even if users met on UkaMart. Do not rely on a seller's assurance that support will refund such a payment. This exclusion does not include a verified transfer to UkaMart's designated account through official checkout, even if you made that transfer using your own banking app.
You can still report scams and seek remedies against the responsible person. This exclusion does not remove rights concerning UkaMart's own retail sale or wrongdoing. General support is support@ukamart.com; privacy matters go to privacy@ukamart.com.
For these service targets, business days mean Monday to Friday excluding Nigerian public holidays. Calendar days include weekends and holidays. Any shorter mandatory legal deadline takes priority.