MTN understands that there may be instances where you may need to return a product, and we are here to assist you. Please read our Return Policy carefully to understand the guidelines and procedures for returning products purchased on MTN eShop.
The following terms shall have the specific meanings assigned to them in this Policy:
"Customer", "you" and "your" refers to you, the person using eShop and accepting the Return Policy.
"MTN/we/us/our", refers to MTN Nigeria Communications PLC.
"Service" refers to MTN eShop and all other services connected to eShop.
"Policy" shall refer to this Return Policy.
You may be eligible for a return and exchange of a product if:
a. You received a defective or damaged product.
b. The product You received is different from what you ordered.
c. The product does not match the product description provided on eShop.
d. The product is damaged while in use within the MTN one-year warranty cycle. (Please refer to clauses 3 and 5 for more details).
e. If you received a product different from what You ordered.
f. We will deliver the replacement product to You as soon as possible, subject to stock availability. The delivery costs shall be borne by You.
Please note that certain products may not be eligible for exchange due to limited availability or non-availability. In such event, a refund shall be processed in your favour.
You may be eligible for a refund if:
a. We are out of stock and unavailable to fulfill the order.
b. We are unable to fulfill the order due to logistics reasons or security.
c. The product You received is different from what You ordered, and we are out of stock and unavailable to exchange the product.
3.1 To initiate a return, you must do the following:
a. Visit the nearest MTN service centre (Click here to see an MTN Service Centre close to you) within 7 (seven) days from the date of delivery.
b. Speak to our customer service representative stating in detail the defect on the product or issues experienced with the product stating the reason for the return.
c. Our customer service representative team will guide you through the return process and provide you with the necessary instructions.
d. The product must be returned in its original packaging and condition, along with any accessories, tags, or labels that were included. Where the conditions in this paragraph are not fulfilled totally, the Customer shall not be eligible for a return.
Once the product is received, it shall be inspected to verify your complaint. If your complaint is valid, we shall process your refund (via the payment method used by you in making the purchase) or effect an exchange as may be applicable within 7 (seven) working days from the date of receipt.
Where your complaint is invalid, we shall return the product to You at your expense. Where You fail or refuse to accept responsibility for the delivery costs, We shall not be liable for any damage, loss or destruction of Your order.
a. If the return is a result of a Customer's error (e.g., wrong size or colour chosen), we reserve the right to charge a restocking fee or refuse the return.
b. We reserve the right to deny a return if the product is returned in a condition that prevents it from being resold or if the return is not in compliance with our Policy.
If you have any questions or need further assistance regarding our Policy or the return process, please contact our customer support team at firstname.lastname@example.org.
Note: This Policy is subject to change without prior notice. Please refer to the Policy available on our website, https://shop.mtn.ng/ at the time of your purchase for the most up-to-date information.
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MTN Nigeria Communications PLC. MTN Plaza, Falomo, Ikoyi, Lagos, Nigeria.