At NBH, we believe that excellence is not only in the quality of products we supply but also in the trust we build with our customers. While we take every measure to ensure that all items are carefully curated, inspected, and delivered in the highest possible standard, we also recognize that, on rare occasions, customers may need to return products. This chapter outlines NBH’s official Returns Policy, designed to protect the integrity of our brand, ensure fairness to our customers, and maintain operational discipline across all departments.

1. General Principles

  • Returns are handled with professionalism, courtesy, and transparency at all times.
  • Every return request is an opportunity to demonstrate NBH’s commitment to service excellence.
  • Customers must be treated with respect, regardless of the nature of the return.
  • No staff member may decline or dismiss a return request without following proper procedures.

2. Eligibility for Returns

Products are eligible for return if they meet one or more of the following conditions:

  1. Defective Products – Items with manufacturing faults, damages, or defects not caused by mishandling after purchase.
  2. Wrong Item Delivered – If a customer receives a product different from what was ordered.
  3. Transit Damage – Products visibly damaged during delivery (must be reported immediately upon receipt).
  4. Excess Supply – Where a customer has been supplied more than what was ordered.
  5. Approved Change of Mind – Only for certain product categories (e.g., unopened faucets, uninstalled basins) and must be returned in original packaging within 7 days.

Note: Installed items (such as bathtubs, doors, or tiles that have been fixed) are not eligible for return unless proven defective under warranty.

3. Conditions for Returns

  • Returned products must be in original packaging, unused, and accompanied by valid proof of purchase (invoice, receipt, or delivery note).
  • Products must be returned in the same condition they were supplied. Any alteration, installation, or modification voids eligibility.
  • Returns must be initiated within:
    • 48 hours for visible transit damage.
    • 7 days for incorrect delivery.
    • 14 days for manufacturing defects.
  • All returns must be logged formally with the Customer Service Desk or via NBH’s official communication channels.

4. Non-Returnable Items

Certain categories of products are not returnable except where proven defective:

  • Cut or altered tiles.
  • Custom-made doors or special orders.
  • Items sold at clearance or promotional prices.
  • Products without proof of purchase.
  • Installed products where defects are caused by improper installation.

5. Return Procedure

To ensure discipline and order in handling returns, staff must follow these steps:

  1. Customer Acknowledgment – Greet the customer warmly, listen attentively, and thank them for bringing the issue forward.
  2. Documentation – Fill out the official NBH Return Form, capturing details such as product name, batch/serial number, reason for return, and proof of purchase.
  3. Inspection – A Supervisor or authorized staff must inspect the product in the customer’s presence to verify eligibility.
  4. Approval/Decline – Approval authority rests with the Supervisor/Team Lead after inspection. Declines must be explained respectfully with reference to policy.
  5. Return Receipt – If approved, issue a Return Acknowledgment Slip to the customer and record the transaction in the NBH Returns Log.
  6. Replacement/Refund – Arrange for immediate replacement where stock is available or process a refund within 7–14 business days through NBH’s official payment channels.

6. Refund Guidelines

  • Refunds are processed strictly via the same method of payment used for purchase (e.g., bank transfer to the account originally used).
  • Staff are strictly prohibited from refunding through personal accounts.
  • Refund processing time:
    • 7 business days for cash/bank payments.
    • 14 business days for card or electronic transactions.
  • Refunds are exclusive of delivery or installation fees, except where NBH was directly responsible for the error.

7. Staff Responsibilities

  • Frontline Associates must handle returns with humility, patience, and gratitude. No argument, rudeness, or excuses are permitted.
  • Supervisors must ensure all documentation is complete, accurate, and submitted to Accounts within 24 hours.
  • Team Leads must review return patterns monthly to identify recurring product or service issues.
  • All staff are expected to protect NBH from fraudulent returns while honoring genuine customer complaints.

8. Penalties for Non-Compliance

  • Failure to log a return properly – ₦10,000 fine.
  • Accepting or processing returns without official documentation – query and possible suspension.
  • Refusing a customer return without valid reason – warning letter.
  • Refunding from a personal account – instant dismissal.

9. Customer Communication Standards

  • Always thank the customer for their patience and assure them of NBH’s commitment to resolving the issue.
  • Never blame the customer, supplier, or colleague. Take ownership and escalate if needed.
  • Use approved phrases:
    • “Thank you for bringing this to our attention.”
    • “We sincerely apologize for the inconvenience.”
    • “Let me document this properly and get a resolution for you.”
  • Under no circumstances should staff say “This is not my department” or “I don’t know.”

10. Inspirational Note

At NBH, a return is not a setback but an opportunity to strengthen trust. Every return well-handled is a customer retained, a reputation preserved, and a brand elevated.

“The true test of service is not when everything goes well, but how swiftly and gracefully we correct mistakes.” – NBH Service Creed