Last updated: February 2026
Overview
At The Box Group, we want you to be completely satisfied with your purchase. Please read our returns policy carefully, as it varies depending on whether you are a consumer or a business customer.
Consumer Customers (B2C)
You have the right to cancel your order and return goods within 14 days of receiving your items, in line with the Consumer Contracts Regulations 2013. To initiate a return, please notify us within this 14-day window by contacting us via email.
Once we have received your return request, we will process a full refund to your original payment method. Refunds will be issued promptly upon receipt and inspection of the returned goods. Return shipping costs may apply unless the item is faulty or incorrectly supplied.
Business Customers (B2B)
For business-to-business transactions, returns are only accepted where there is a proven material or manufacturing fault with the goods received. Each case is assessed individually, and our team will work with you to reach a fair resolution.
If you believe your order has a fault, please contact us as soon as possible with full details and, where possible, photographic evidence of the issue.
How to Request a Return
To request a return or report a fault, please contact us by email with the following information:
- Your order number
- The reason for your return or complaint
- Supporting photos or evidence (where applicable)
Our team will respond promptly and guide you through the next steps.
Complaints
All return requests are also logged as complaints, which helps us monitor and continuously improve our service. Every complaint is reviewed by our management team to ensure corrective actions are taken and similar issues are prevented in future.
Delivery Issues
If your order has not arrived within the expected timeframe, please first check your tracking information via our delivery partner (specificed at the time of despatch), using the tracking link provided with your order confirmation. If you are still experiencing issues, please get in touch via email and we will investigate on your behalf.
For any questions not covered by this policy, please contact us at thefloorbox.com.ng a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.