Buyers Terms and Conditions

Raymart is a marketplace where you can purchase unique goods directly from sellers around the world. Whether you are looking for handmade or vintage goods or craft supplies, we want you to have a positive experience shopping on Raymart. Please read on to find out more about your rights, as well as what is expected of you, as a buyer.

This policy was published on 22/06/2022. It will take effect on 1/07/2022.

This policy is a part of our Terms of Use. By shopping on Raymart, you’re agreeing to this policy and our Terms of Use.

  • Understanding Raymart’s Limitations as a Marketplace
  • Communicating with Other Raymart Members
  • Purchasing an Item on Raymart
  • Leaving a Review of an Item
  • Creating and Uploading Content
  • Reporting a Problem with an Order or Returning an Item
  1. Understanding Raymart’s Limitations as a Marketplace

Raymart provides a marketplace for buyers to discover and purchase from sellers around the world. It is important to note that Raymart is not a part of that transaction. By shopping on Raymart, you understand that:

  1. You are not buying directly from Raymart, but from one of the many talented sellers on Raymart;
  2. Raymart does not pre-screen items sold on Raymart and therefore does not guarantee or endorse any items sold on Raymart or any content posted by sellers (such as photographs or language used in listings or shop policies);
  3. Each seller on Raymart has their own processing times, delivery methods, and shop policies; and
  4. You assume responsibility if you provide your own materials for a custom order.
  5. As a member of the community, you have the opportunity to flag an item or a shop that violates any of Raymart’s policies. Flagging is confidential.

Raymart may not be used for the following activities:

  1. Sending unsolicited advertising or promotions, requests for donations or spam;
  2. Harassing or abusing sellers.
  3. Contacting someone after they have explicitly asked you not to; or
  4. Interfering with a transaction or the business of another member; or
  5. Exchanging personal contact, financial or other information for the purposes of evading the checkout process on Raymart, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc.

Interference

Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on Raymart. Examples of interference include:

  1. Contacting another buyer to warn them away from a particular member, shop, or item;
  2. Purchasing from a seller for the sole purpose of leaving a negative review;

Purchasing an Item on Raymart

When you buy from a shop on Raymart, you’re directly supporting an independent business, each with its unique listings, policies, and processing times. By making a purchase from a seller on Raymart, you agree that you have:

  1. Read the item description and shop policies before making a purchase;
  2. Submitted appropriate payment for item(s) purchased; and
  3. Provided accurate delivery information to the seller.

When purchasing from sellers using Raymart Payments, buyers may authorise a payment with any major credit or debit card accepted by Raymart, by certain bank transfer services, through Paystack or Flutterwave (where available).

By using a third-party service, you may also be subject to an agreement with the third party. For example, Paystack is a third-party service provided by Paystack Holdings, Inc. and is subject to the Paystack User Agreement.

When purchasing from sellers who use Paystack only, buyers may pay through Paystack only. Raymart may share your personal or transactional information with those third-party service providers for purposes related to payments processing. ​​The provider and processing time for your payment will vary based on the country in which you’re located. If there are insufficient funds in your bank account when our provider processes the payment for your purchase, Raymart reserves the right to contact you directly and to seek payment.

For the safety of our community, and to avoid scams and fraud, all transactions must take place through the Raymart checkout system, and only transactions that take place through the Raymart checkout system are eligible for our case system. It is prohibited to share contact information for the purposes of evading the checkout system on Raymart.

Leaving a Review of an Item

Reviews are a great way to learn about a seller’s items, help good sellers build a strong reputation, or help warn other buyers about a poor experience.

By leaving a review, you acknowledge that your content may not violate our rules in addition to the following:

  1. Contain mature, or obscene language or imagery, or any content that is subject to our mature content policy;
  2. Be about things outside the seller’s control, such as a delivery company, Raymart, or a third party;
  3. Include shilling or otherwise falsely inflate a shop’s review score; or
  4. Undermine the integrity of the reviews system.

We reserve the right to remove reviews that violate our policies or Terms of Use.

Reporting a Problem with an Order or Returning an Item

Raymart’s Case System

Although Raymart is not directly involved in a transaction between a buyer and a seller, we provide a case system in the unlikely event that your order does not go as expected and you are unable to reach a resolution with the seller.

If you experience an order issue, the first thing you must do is contact the seller by selecting Help with Order within the Purchases and Reviews section of your account.

Sellers should be given 48 hours to try to resolve the issue. After this period, you can use Raymart’s case system to alert Raymart of an unresolved order issue in the event of non-delivery, damage, or if an item you receive is not as described in the listing.

These issues may be covered by Raymart’s Purchase Protection Programme. Raymart will decide, in its sole discretion, if a transaction is granted eligibility under the Raymart Purchase Protection Programme or not. Raymart reserves the right to change, suspend, or discontinue the programme at any time, for any reason, and we will not be liable to you for the effect that any changes to the programme may have on you. You have no legal claim under the Raymart Purchase Protection Programme. In the event that Raymart does not refund you, this will not affect your claims against the seller from whom you purchased. Your legal rights remain intact.

By using Raymart’s case system, you understand that Raymart may use your personal information for the purpose of resolving disputes with other members. If you choose a refund as your preferred resolution, keep in mind that Raymart only allows on-platform refunds for a period of 180 days post-transaction. After this 180 day window has elapsed, Raymart cannot support on-platform refunds for your order. However, you may still communicate directly with the seller to come to an off-platform resolution. Refunds issued by Raymart will be in your original form of payment, and if such payment is not available, a Raymart credit will be issued.

Raymart’s Purchase Protection Programme

In many cases, order issues can be resolved directly with the seller, or items can be returned according to the seller’s return policy. However, we believe that you should always get the item you ordered or get your money back, so when those expectations aren’t met, Raymart will step in to support you. Buyers may receive a full refund for purchases that never arrive, arrive damaged, or do not match the listing description.

If an order does not meet the following expectations, you may receive a full refund, including all taxes and postage costs.

Items are delivered, and arrive when expected. They should be dispatched within the seller’s stated processing times, and delivered to the address provided by the buyer at the time of purchase on Raymart. Updates to processing times or delivery address through informal channels will not qualify. Please note that if an item was dispatched and has a tracking number, you may be able to open a delivery company claim by directly contacting the delivery company.

Items arrive undamaged, and are packaged to withstand handling in transit.

Items match the listing description. Items received should not be significantly different from the listing description or photos. We may ask the buyer to provide us with documentation to demonstrate that the item is significantly different. Here are a few examples of qualifying scenarios:

  1. The item received is a different colour, model, version, or size.
  2. The item has a different design or material.
  3. The seller failed to disclose that an item is damaged or is missing parts.
  4. The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
  5. The item was advertised as authentic but is not authentic.
  6. The condition of the item is misrepresented (e.g., the item is described as new but is used).

If Raymart determines that the above expectations are not met, either Raymart or the seller will be required to refund the order, including original postage and return postage. Depending on the case specifics, and whether a return is requested, Raymart may refund the return postage cost in the form of a Raymart Credit. For more information about Raymart Credits, please click here.

Some exclusions apply, subject to review by Raymart’s case system. Eligible buyers must have a registered account on Raymart in good standing (that means you’re not violating any of Raymart’s policies). Abuse of this programme could result in programme exclusion at Raymart’s discretion.

Ineligible Transactions

Unless required by law, some disputes don’t qualify for Raymart’s case system. These include:

  1. Items that have been altered, used, worn, washed, or discarded after receipt.
  2. Items that are received after the agreed-upon delivery date due to delivery delays.
  3. Items that are returned without a return agreement.
  4. Items that are accurately described but don’t meet a buyer’s expectations.
  5. Cost of postage disputes.
  6. Items that are purchased in person.
  7. Transactions where payment is not processed by Raymart Payments, for example in an offsite transaction.
  8. Disputes covered by local warranty or return laws applicable to a seller or their product

Wherever a qualifying case is escalated for Raymart’s review, we will evaluate the claim to the best of our ability. Please be prepared to supply additional documentation if requested

Requesting a Cancellation

Only sellers may cancel transactions. Note that all cancellations must comply with our Anti-Discrimination Policy.

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