Refund Policy
HEALTHHUB MEDICAL NIGERIA LIMITED
REFUND POLICY
Effective Date: June 2026
1. INTRODUCTION
Healthhub Medical Nigeria Limited (“Healthhub”) operates a managed healthcare procurement marketplace that connects healthcare providers with verified suppliers of medical and hospital equipment, consumables, furniture, biomedical services, logistics providers, and financing partners.
To ensure transparency, buyer confidence, and supplier accountability, Healthhub maintains this Refund Policy governing all transactions conducted through the Healthhub platform.
By placing an order through Healthhub, you acknowledge and agree to this Refund Policy.
2. HEALTHHUB BUYER PROTECTION
All payments made through Healthhub are held under Healthhub’s transaction protection process and are not released to suppliers until:
• The product has been delivered;
• Healthhub has completed its inspection and verification process where applicable;
• The product is confirmed to be substantially consistent with the approved specifications and order details.
This process is designed to protect buyers from fraud, counterfeit products, and significant misrepresentation.
3. ELIGIBLE REFUND CONDITIONS
A buyer may qualify for a full refund where:
A. Product Not Delivered
The supplier fails to deliver the product within the agreed delivery timeline and no alternative arrangement has been accepted by the buyer.
B. Wrong Product Delivered
The delivered product is materially different from the product ordered.
Examples include:
• Wrong model;
• Wrong manufacturer;
• Wrong specifications;
• Wrong configuration;
• Wrong quantity.
C. Defective Product Upon Delivery
The product arrives damaged, defective, non-functional, or not in working condition at the time of delivery.
D. Counterfeit or Unauthorized Product
Healthhub determines that the product is counterfeit, unauthorized, illegally sourced, or otherwise fails authenticity verification.
E. Significant Misrepresentation
The supplier provided materially false information regarding:
• Product condition;
• Technical specifications;
• Regulatory approvals;
• Warranty coverage;
• Product capabilities.
4. REFUND REQUEST PERIOD
Buyers must notify Healthhub of any issue within:
Equipment Orders
Three (3) calendar days from delivery.
Consumables and Disposables
Three (3) calendar days from delivery.
Service Orders
Within three (3) calendar days after service completion.
Failure to notify Healthhub within these periods may result in the refund request being declined.
5. NON-REFUNDABLE ITEMS
Refunds shall not be granted where:
A. Buyer Changes Mind
The buyer no longer wants the product after delivery despite it meeting the agreed specifications.
B. Improper Use
Damage results from:
• Misuse;
• Negligence;
• Unauthorized repairs;
• Improper installation by parties not approved by Healthhub.
C. Customized Products
Products specifically manufactured, customized, branded, configured, or modified for a buyer unless defective or materially different from approved specifications.
D. Regulatory Restrictions
Products that cannot legally be returned due to health, safety, or regulatory requirements.
6. REFUND INVESTIGATION PROCESS
Upon receipt of a refund request, Healthhub may:
• Request photographs and videos;
• Request inspection reports;
• Conduct technical verification;
• Engage independent biomedical engineers;
• Contact the supplier for clarification;
• Arrange product inspection.
Healthhub reserves the right to determine whether the claim is valid based on available evidence.
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7. REFUND APPROVAL
If a refund request is approved, Healthhub may:
Option 1: Full Refund
Return 100% of the purchase amount paid by the buyer.
Option 2: Replacement
Arrange replacement of the product at no additional cost.
Option 3: Repair
Arrange repair where appropriate and acceptable to the buyer.
Option 4: Partial Refund
Provide a partial refund where the issue does not materially affect product functionality.
Healthhub retains sole discretion to determine the most appropriate remedy.
8. REFUND TIMELINE
Approved refunds shall generally be processed within:
• 5–10 business days for bank transfers within Nigeria;
• Up to 15 business days for international transactions.
Actual receipt times may depend on banking institutions and payment providers.
9. RETURN OF PRODUCTS
Where a return is required:
• Healthhub shall coordinate the return process;
• Buyers must not return products directly to suppliers without Healthhub approval;
• Returned products must include all accessories, manuals, packaging, and components where reasonably possible.
10. SUPPLIER RESPONSIBILITY
Suppliers are responsible for:
• Product authenticity;
• Product quality;
• Compliance with applicable regulations;
• Warranty obligations;
• Costs arising from approved refund claims caused by supplier fault.
Healthhub reserves the right to recover all losses, logistics expenses, inspection costs, and refund amounts from suppliers responsible for valid claims.
11. WARRANTY CLAIMS
After the refund eligibility period expires, warranty-related issues shall be handled in accordance with the applicable manufacturer’s or supplier’s warranty terms.
Healthhub may assist buyers in coordinating warranty support but is not the warranty provider unless expressly stated.
12. LIMITATION OF LIABILITY
Healthhub acts as a managed procurement platform and transaction facilitator.
To the fullest extent permitted by law, Healthhub’s liability shall not exceed the amount paid by the buyer for the affected transaction.
Healthhub shall not be liable for indirect, consequential, incidental, or special damages arising from product use or inability to use the product.
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13. CONTACT INFORMATION
For refund requests and disputes, contact:
Healthhub Medical Nigeria Limited
Address: 56B Moleye Street, Off Herbert Macaulay Way, Yaba, Lagos, Nigeria
Email:contact@healthhubmarket.com
Tel/WhatsApp:
+234 916 728 2000
+234 916 728 3000
Healthhub’s mission is to make healthcare procurement safer, simpler, and more transparent through supplier verification, transaction protection, quality assurance, and buyer support.