1. What this policy covers
CDcare supports customers after delivery by documenting product issues, arranging assessments and returns where applicable, and helping customers access manufacturer or vendor warranty service.
This policy applies to products purchased from CDcare. Product-specific warranty terms may provide additional protection or different service arrangements. Where a product-specific term or applicable Nigerian law gives you greater protection, that greater protection applies.
CDcare's after-sales support does not create or extend a manufacturer's warranty unless an additional CDcare protection plan was expressly included with your order.
2. Inspect your order at delivery
Please inspect your order in the presence of the delivery representative where it is practical and safe to do so:
- Confirm that the product, model, colour and quantity match your order.
- Check that the packaging, serial number, accessories, manuals and other included parts are present and intact.
- Look for visible damage such as dents, cracks, broken screens, tears or signs of tampering.
- Power on or perform a basic functionality check where the product can be tested safely at delivery.
Inspect the item for physical damage, breakage, dents and missing parts before the delivery representative leaves. If you find any issue, do not accept the delivery. Take clear photographs or video and contact CDcare through Live Chat immediately.
Reports of physical damage, breakage, dents or missing parts will not be attended to after delivery has been accepted.
3. Report a fault promptly
Report any problem as soon as you discover it. Reports made within the first 7 calendar days after delivery receive priority support because early reporting helps us preserve evidence and coordinate quickly with the vendor or manufacturer.
Physical damage must be reported before delivery is accepted. Breakages, cracked or broken screens—including television (TV) screens—and dents will not be attended to after delivery.
Not reporting within 7 days does not automatically cancel any statutory right or valid manufacturer warranty. It may, however, change the assessment route and the evidence required to establish when and how the problem occurred.
When you contact us, please provide:
- Your order ID and the name and phone number connected to the order.
- The product name, model and serial number where available.
- Clear photographs or video showing the problem.
- A short description of when the problem started and what happens when you use the product.
- Details of any troubleshooting, installation or repair already attempted.
- Your current location so we can identify the most practical assessment or service option.
Stop using any product that appears unsafe, overheats, sparks, leaks, smells burnt or presents another safety risk.
4. What happens after you report
Our support team will review your report and provide an initial response within 7 calendar days after receiving the required information and evidence.
We may ask for additional evidence or safe troubleshooting steps. Depending on the product and the reported issue, the next step may be remote support, a technician visit, a pickup, a drop-off point, or assessment at an authorised service centre.
An assessment may be needed to confirm whether the issue is a product defect, delivery damage, installation or setup error, a local power issue, accidental damage, misuse, or normal wear. Photographs and videos help us start the process but may not be enough to establish the cause on their own.
We will explain the available route and any approved logistics arrangement before the product is moved.
5. Repair, replacement or refund
The appropriate remedy depends on the nature of the issue, the assessment outcome, applicable law, product availability and the relevant manufacturer warranty.
- Wrong or incomplete delivery, or visible delivery damage reported before acceptance: once verified, CDcare will arrange an appropriate correction, replacement or other lawful remedy.
- Manufacturer warranty claims: where a manufacturer warranty applies, CDcare can help route the product to the manufacturer, distributor or authorised service centre for assessment and resolution under that warranty.
Where a refund is approved, CDcare will normally initiate it within 5–10 working days after the returned product and any required documentation have been received and the refund decision has been completed. Your bank or payment provider may need additional time to make the funds available.
6. Return condition and product care
Keep the retail box, manuals, cables, accessories, warranty card, tags and any other item supplied with the product until your issue is resolved. Return everything that was supplied where reasonably possible.
Do not alter the product, remove or deface its serial number or warranty seal, or allow an unauthorised person to open or repair it while a claim is being assessed. These actions may make it difficult to establish the original fault and may affect a manufacturer warranty.
Missing or damaged packaging may be relevant to an assessment, but it will not by itself remove a remedy that the law requires for a failed, unsafe or defective product where the packaging did not cause the problem.
7. Return logistics and costs
Returns are not free. The customer bears the cost of all return logistics, including transport, pickup, delivery, travel and any applicable inspection charges. CDcare does not reimburse return-logistics costs.
Contact our support team before sending the product so we can confirm the return route. Confirmation of the route does not mean that CDcare will pay or reimburse the return-logistics cost.
8. What is generally not covered
Subject to applicable law and the product-specific warranty, manufacturer warranty coverage generally does not include:
- Accidental or physical damage that occurred after delivery.
- Misuse, abuse, neglect, poor maintenance or operation contrary to the product instructions.
- Damage caused by a power surge, electrical storm, unsuitable voltage, incorrect power supply or another external electrical condition.
- Incomplete or improper installation, relocation or reinstallation by an unauthorised person.
- Modification, opening or repair by a person who is not authorised by the manufacturer, distributor or CDcare.
- A removed, altered or unreadable serial number or warranty seal.
- Normal wear and tear, consumable parts or routine maintenance unless the product warranty says otherwise.
- Fire, flood, lightning, rain or another external event not caused by a product defect.
- Gas charging for air conditioners or refrigerators, and transport to a distant service centre, unless covered by the product-specific warranty or applicable law.
- Commercial hiring or another commercial use where the product's warranty expressly excludes that use.
- A request for a feature or specification that was not included in the product description at the time of purchase.
Some products may have product-specific return terms. Those terms do not exclude remedies for goods that are wrong, unsafe or defective where applicable law requires a remedy.
9. Manufacturer warranty support
Manufacturer warranty duration, coverage, service locations and exclusions vary by brand and product. Keep your order record, serial number and warranty card where one is supplied.
An authorised service centre may need to inspect the product before confirming a repair or another manufacturer-warranty remedy. CDcare can assist with that process, but we do not control a manufacturer's technical assessment or extend its stated warranty period.
CDcare remains available as your point of contact for rights and remedies that apply to us as the supplier under Nigerian law.
10. Contact and escalation
Start an after-sales request through our Live Chat.
Include your order ID and evidence of the issue in your first message so we can route your request correctly. If you believe your case has not been handled in line with this policy, ask the support team to escalate it for review.