Frequently Asked Questions (FAQs)

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What types of products does BnV offer?

BnV is Nigeria's leading online store, offering customers an extensive selection of products across multiple categories. From electronics, apparel, and home décor to health and beauty products, BnV has something for everyone. Whether you're looking for a new laptop, phone, or fashion accessories, BnV provides a diverse range of options to meet your needs.

How do I search for a specific product?

To search for a specific product on BnV, use the search bar located at the top of the website. Enter the name of the product you're looking for into the search bar and click the 'search' button. You will see a list of results that match your search criteria. You can then browse through the list to find the exact product you're seeking. Additionally, you can refine your search results by applying filters such as price range, brand, and more.

How can I view product details and specifications?

To view product details and specifications on BnV, click on the product's listing. Once you have selected the item, scroll down to the bottom of the page to find a detailed description of the product's features and specifications. The product details also include images, customer ratings and reviews, and a list of related items.

How do I know if a product is in stock?

To check if a product is in stock on BnV, visit the product page and look for the "In Stock" label. If the product is available, this label will be displayed. If the product is not in stock, the label will be absent. You can also use the search bar on the BnV website to check the availability of a specific item. Enter the product name or SKU number, and if the product is available, you will see the "In Stock" label on its product page.

How can I provide feedback or write a review for a product?

Just follow these steps:

Step 1: Go to your account in the top right corner of the main page.

Step 2: Choose “Pending Reviews”.

Step 3: Find the item you purchased and select “Write a Review”.

Step 4: Provide your honest feedback regarding the product and submit it

Your feedback will be visible to other customers and can help them make informed decisions when purchasing from BnV.

Why do I see different prices for the same product?

BnV has numerous sellers, and it's common for the same item to be offered by multiple sellers. This allows you to choose your preferred seller based on their ratings and offers. When a product is available from different sellers, you will see the various options and prices listed on the product page.

I ordered multiple products and only received one/a few. Why didn’t I receive my entire order at once?

Items from different vendors are shipped separately to prevent delays in fulfilling your order. You will receive all your items within the delivery period specified on the product pages for each item. To check the status of your order, you can follow these steps:

Log into your BnV account
Select ‘Account’ from the menu
Choose ‘Orders’
Locate the item you want to track and click ‘See details’
Click ‘Track item’ to view delivery details

You will also receive delivery updates via email and app notifications to keep you informed about your order's progress.

I am having trouble adding products to my cart. What do I do?

If you are having trouble adding products to your cart, ensure that you have selected all relevant options such as size and color. If the issue persists, it may indicate that the item you are trying to purchase is sold out.

For further assistance, please contact us at +2347078089185. Our support hours are 8am - 8pm, Monday to Sunday.

I see you are selling some packaging materials such as boxes and wrapping plastic. How can I go about purchasing these items?

Please note that products labeled "For BnV Vendors Only" are reserved exclusively for eligible BnV sellers. These items ensure that orders are delivered in packaging that meets our standards and your expectations. Therefore, you can only purchase these products if you have an active BnV seller account.

When will my order be delivered?

Your order will be delivered on or before the date specified at checkout and in the confirmation email you receive. For more information about our delivery timeline, click [here]

How can I track my delivery?

To check the delivery status of your order, you can follow these steps:

Step 1: Log in to your account.

Step 2: Click on the "My Account" button and select "ORDERS" from the dropdown menu.

Step 3: Locate the order for which you want to check the delivery status and click on the "See Details" button.

Step 4: On the order details page, you will be able to see the delivery status under the "Order Information" section. The delivery status will indicate if the order has been shipped, is in transit, or has been delivered.

Step 5: If the delivery status is "Shipped," you can click on the "Track Package" button to view the delivery tracking information.

Step 6: If you have any concerns about the delivery status, you can contact BnV's customer service team by clicking Live Chat.

Note: When you place an order, you are provided with a delivery timeline.

On the day of delivery, the delivery agent will also call you.

What if I am not available to receive my delivery?

If you are not available to receive your delivery, you have the following options:

• Contact the delivery agent to reschedule the delivery for a more convenient time. (Note that the item can only be kept for a limited time before it is canceled as failed delivery.)

• If you are unable to arrange for an alternative delivery, you can contact our customer service team to request a rescheduling of the delivery. You can reach them by clicking Live Chat

Note: It is not possible to change the delivery address once an order is placed. BnV will make a total of 2 attempts to deliver the package before canceling your order. You will be notified before they make the second attempt, so it's important to remain available to avoid order cancellation.

Can I change my delivery address after placing an order?

Once an order has been placed, it is not possible to modify the delivery address. It is crucial to carefully review and confirm the accuracy of your delivery information, including your address and phone number, before finalizing your order. To ensure proper delivery, double-check your delivery details on the checkout page.

What is the delivery fee?

The delivery fee covers the cost incurred by BnV and its logistics partners to deliver your order to the selected address. The amount can vary based on factors such as your location, the delivery method chosen, the shipment method, and the size or category of the product ordered. You can review the delivery fee before placing your order on the product page and during the checkout process.

What do I do if my delivery has not arrived within the estimated time frame?

If your delivery has not arrived within the estimated time frame, you can follow these steps:

Check the order information page in your BnV account for any updates on the delivery status.
Monitor communication sent through push notifications, emails, for any updates on the delivery status of your order.
Contact the delivery agent by using the contact information provided in the email sent to you when your package is “out for delivery”.
If you are unable to reach the delivery agent, or if the delivery status has not been updated, you can reach out to BnV's customer service team for assistance via our live chat.

Note: We will work with you to ensure that your delivery arrives as soon as possible, so it is important to reach out to us if you have any concerns or questions regarding the delivery of your order.

Who do I contact if there is a problem with my delivery?

Reach us via email, live chat or call +2347078089185 for assistance.

What happens if my delivery is damaged upon arrival?

If your delivery arrives damaged, contact our customer service team via Live Chat with details about the damage. Our representatives will assist you in resolving the issue and, if applicable, arrange for a refund. Be sure to inspect your delivery promptly upon arrival and report any damages immediately.

Is the delivery associate supposed to ask me for my location?

The delivery associate has access to the delivery address you provided when placing the order. They should not request additional information, such as your location. However, if the address is incomplete or incorrect, they may contact you to confirm the details and avoid delivery issues.

I am unhappy with the service from the delivery associate. How can I share my feedback?

We value customer satisfaction. If you are dissatisfied with the service from our delivery associate, please contact us via Live Chat to report the incident. This will help us take the necessary corrective actions to improve our service.

Can I open my package before making a payment or reject/return my item to the delivery associate at the time of delivery?

Payment must be completed before you can open your package. However, if you need to return an item, you can do so as long as you meet the return eligibility criteria. For more information on returns, click [here]

I found the package open and the seal broken on delivery. What should I do?

If you receive a package that is open or has a broken seal, you should refuse the delivery, as we cannot guarantee the conformity of the product. Please note that we will not accept returns of unsealed products if you change your mind.

What is BnV Marketplace?

BnV Marketplace is an e-commerce platform that allows businesses and individuals to sell their products online to a large customer base.

How do I become a BnV Marketplace seller?

To become a BnV Marketplace seller, you need to visit this page to get started, click on start selling to register as a vendor on the BnV, submit your product catalog, and start selling.

What kind of products can I sell on BnV Marketplace?

You can sell a wide range of products, including fashion, electronics, home appliances, health and beauty items, and much more.

Is it free to sell on BnV Marketplace?

Opening a store on Buyers and Vendors (BnV) is absolutely free. You can open a store at any time and start selling as soon as you upload your products online. However, there are fees and commissions for delivered products.

Payment Options for Selling on Buyers and Vendors (BnV) Marketplace

Sellers on BnV Marketplace can choose from several payment options to receive their earnings. These options may include:

Bank Transfer: Funds are directly transferred to the seller’s bank account.
Mobile Money: Earnings are sent to the seller’s mobile money account, where applicable.
Digital Wallets: Use of digital payment platforms linked to the seller’s account.
Payment on Delivery: Sellers may receive payments after successful delivery and confirmation from the buyer.

For detailed information on available payment methods and how to set them up, please refer to the seller's guide or contact BnV support.

How do I list my products on BnV Marketplace?

To list your products on Buyers and Vendors (BnV) Marketplace, you need to:

Create a Vendor Account: Sign up and register as a vendor on BnV.
Complete the New Seller Training: Follow the training provided to understand the platform and selling process.
Provide Product Details: Fill in all necessary information about your products.
Upload Product Images: Ensure you have high-quality images of your products to upload.

How does BnV Marketplace handle customer returns and refunds?

BnV Marketplace has a returns and refunds policy in place to handle customer complaints and ensure a smooth customer experience.

What support does BnV Marketplace provide to its sellers?

BnV Marketplace provides a variety of support services to its sellers, including training, account management, marketing support, and vendor support services. Contact us now

How does BnV Marketplace handle shipping and delivery?

BnV Marketplace handles all shipping and delivery for products sold on the platform, ensuring they reach the customer efficiently and securely.

How do I get paid for sales made on BnV Marketplace?

Sellers receive payments for their sales on BnV Marketplace through bank transfers or mobile money payments.

What is BnV's return policy?

BnV accepts returns for ALL eligible items within 7 days after delivery. To be eligible for a return, the product must be in its original condition and packaging, with all accessories and tags still intact.

It's important to note that some categories, such as those related to personal hygiene, may not be eligible for return.

You may review the full returns and refund policy HERE

What if I received a damaged or defective item?

If you receive a damaged or defective item, you can initiate a return by going to “ORDERS'' in your BnV account. BnV will process a refund for the item.

How do I initiate a return online?

Step 1: Log in to your BnV account and go to ORDERS.

Step 2: Click on the order of the item(s) you want to return.

Step 3: Select the item(s) you want to return and provide a reason for the return. Give more details to help us understand the issue.

Step 4: We will contact you.

How long does it take to process a return on BnV?

It typically takes 1-10 business days to process a return and refund on BnV.

I received an error message that my item cannot be returned, why is that?

If you receive an error message that your item cannot be returned, it's likely due to BnV's policy for customer safety and protection. Certain items, such as swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, drugs, food supplements, software, tickets, and adult products cannot be returned, except in the case of receiving a wrong, defective, counterfeit, damaged, incomplete, or expired item.

Can I cancel my order and get a refund after payment has been made?

If the order hasn't been shipped yet, you can cancel your order and get a refund.

Why was my return request declined and the item sent back to me?

Your return request was declined by the BnV Quality Check Team because the eligibility conditions for return were not met, or the return claim could not be confirmed after thorough testing. This may have occurred if you returned the item without its original packaging, or if an unsealed product (such as a phone or laptop) was returned but found to be functional. If you choose not to accept the returned item, it will be held in BnV's warehouse for 30 days. After this time, if the item is not claimed, it will be forfeited and become the property of BnV, and no refund will be issued.

Is it possible to exchange an item instead of requesting a return and refund?

Currently, BnV does not offer an exchange option for items. However, you can still return an item and receive a full refund if your return claim is found to be valid.

I received a refund confirmation, but the amount received is incorrect. What should I do?

We apologize for the inconvenience. All refunds are processed to reflect the original amount paid for the order. If you believe the amount you received is incorrect, please reach out to us for further investigation and resolution via Live Chat or Email.

Will I get my delivery fees refunded when returning an item?

The refund amount will include the delivery fees, except for returns of BnV items which were not caused by an error from BnV or the vendor, such as a change of mind or the size does not fit as expected. In these cases, the delivery fees will not be refunded.

Do I have to pay for delivery fees when I return a product?

You do not need to pay for any delivery fees when returning a product to BnV.

I submitted my return request, but have changed my mind and no longer wish to return the item. What should I do?

In order to cancel your return request, please contact us via Live chat or Email. If you have already been contacted for pickup, you may request the delivery associate to cancel it for you on your behalf.

I have bought an item on sale/discount. What amount will you refund me?

Items purchased on sale the amount refunded will be the exact amount paid and not its original value.

Example: If you purchased an item on sale for [N2000] and its original value was [N4000], we will refund you [N2000].