Trading Policy

Trading Policy – NebulaSupply

At NebulaSupply, we prioritize transparency, reliability, and customer satisfaction. Please review our policies below to understand how refunds and offloading are handled.

Refund Policy

• Refunds are only available if an order is canceled at least 24 hours before the scheduled delivery date
• Cancellations must be made within 48 hours of placing the order.
• No refunds will be issued once the delivery truck has been dispatched.
• If eligible, the refund will be processed within 5 working days of the cancellation confirmation.
  
  To initiate a cancellation or refund request, contact us at support@nebulasupply.org or call +2349138487700 with your order details.
  
  

Order Confirmation, Price Validity & Delivery Validation

At NebulaSupply, we aim to ensure smooth and transparent order processing. Due to the dynamic nature of cement pricing in Nigeria and the logistics involved in nationwide delivery, please note the following policies:

1. Price Confirmation Window
• Orders placed and paid for between 9:00 AM and 6:00 PM (WAT) are considered confirmed and will be processed at the listed prices, subject to stock availability.
• Orders placed or paid for between 6:00 PM and 9:00 AM (WAT) fall within a price confirmation window. Cement prices often adjust during these “dead hours,” so such orders will be reviewed once the market reopens the next morning.
• If there’s a price change, you’ll be notified promptly via email or WhatsApp. You may then:
• Proceed with the revised price, or
• Cancel the order and receive a full refund within 24–48 hours.

2. Delivery Location Mismatch
• If the delivery address you provide does not match the state selected on the website at checkout, the order will be put on hold.
• Our team will contact you to clarify the correct delivery details and discuss any pricing or logistics implications.
• If we are unable to reach a resolution, the order will be cancelled and a full refund will be processed within 5 working days.

These measures are in place to ensure fairness, avoid delivery issues, and guarantee that all pricing and logistics align correctly with your order details.

Offloading Policy

Offloading is free when the delivery point is easily accessible and within 10 meters of where the delivery truck can park.

If the delivery location is elevated (e.g., on upper floors) or more than 10 meters away, customers must contact us prior to delivery (preferably at the time of order) to negotiate the offloading fee directly with the off-loaders.

If the customer fails to inform us beforehand, they will be responsible for negotiating the offloading fee directly with the off-loaders upon delivery.

For assistance or coordination with offloading, customers may contact our support line.