Support Policy Page
HONJEK EXPRESS MARKETPLACE
GENERAL SUPPORT POLICY
Operated by: HONJEK TECHNICAL LIMITED
Website: www.honjekexpress.com
Email: info@honjekexpress.com
Customer Support: 08061652423 / 08023066061
1. Introduction
Honjek Express Marketplace is an online marketplace operated by HONJEK TECHNICAL LIMITED, providing customers with access to electrical equipment, solar power solutions, CCTV and security systems, industrial tools, home appliances, and other consumer and industrial products.
Our goal is to provide reliable customer service, transparent communication, dependable technical assistance, and efficient after-sales support.
This Support Policy explains how customers and vendors can access support, report problems, request technical assistance, and resolve disputes relating to purchases and marketplace services.
2. Scope of Support
Honjek Express provides support in the following areas:
- Customer inquiries and order assistance.
- Product information and technical specifications.
- Order tracking and delivery-related concerns.
- Payment and transaction inquiries.
- Vendor registration and marketplace account assistance.
- Product returns, refunds, and replacement requests.
- Warranty claims and after-sales assistance.
- Solar system installation and technical support.
- Electrical equipment and CCTV installation support.
- Complaint handling and dispute resolution.
The availability of specific services depends on the product purchased, the vendor, the applicable warranty terms, and the service agreement.
3. Customer Support
Customers can contact Honjek Express for assistance with:
- Product selection and specifications.
- Product availability and pricing.
- Order confirmation and processing.
- Payment verification.
- Delivery status and delays.
- Product defects or incorrect deliveries.
- Installation and technical service inquiries.
- Returns, refunds, and warranty claims.
Customers should provide their order number, product name, purchase date, and a clear description of the issue to facilitate efficient resolution.
4. Vendor Support
Honjek Express provides support to registered vendors to facilitate effective participation in the marketplace.
Vendor support includes:
- Account registration and verification assistance.
- Product listing and catalog management guidance.
- Assistance with order processing and fulfillment.
- Payment and settlement inquiries.
- Vendor account and platform-related technical assistance.
- Guidance on marketplace policies and compliance requirements.
- Assistance with customer complaints involving vendor products.
Vendors are responsible for providing accurate product information, honoring applicable warranty commitments, fulfilling orders as agreed, and complying with marketplace policies.
5. Technical Support
Honjek Express, through HONJEK TECHNICAL LIMITED and its technical service arrangements, may provide technical assistance for eligible products and installations.
Technical support may include:
Solar Power Systems
- Product selection and system sizing guidance.
- Inverter and battery configuration assistance.
- Solar panel installation guidance.
- Troubleshooting and maintenance inquiries.
- Installation and commissioning services where agreed.
Electrical Equipment
- Product specification clarification.
- Electrical equipment installation assistance.
- Troubleshooting and maintenance services where available.
CCTV and Security Systems
- CCTV camera and recording system configuration assistance.
- DVR/NVR setup guidance.
- Access control and alarm system installation services where agreed.
Technical support involving electrical installations must be carried out by qualified personnel in accordance with applicable safety requirements.
Customers should not attempt repairs or modifications that could expose them to electrical hazards or invalidate a product warranty.
6. Installation and Commissioning Support
Installation services may be offered for selected products and packages.
Where installation is included in a purchase, the scope of work, location, installation conditions, and any applicable charges will be communicated to the customer.
Installation services may include:
- Site assessment.
- Equipment installation.
- System configuration.
- Testing and commissioning.
- Customer orientation on system operation.
Additional materials, civil works, structural modifications, or services outside the agreed scope may attract additional charges.
Any promotional offer for free installation applies only to the products, locations, and conditions expressly covered by that offer.
7. After-Sales Support
Honjek Express aims to assist customers after delivery and installation through:
- Product usage guidance.
- Warranty claim assistance.
- Troubleshooting support.
- Maintenance recommendations.
- Defect reporting and replacement requests.
- Referrals for authorized technical services where available.
The availability and duration of after-sales support depend on the product category, manufacturer warranty, vendor commitments, and applicable service agreements.
8. Warranty Support
Products sold through Honjek Express may carry manufacturer, vendor, or service-provider warranties.
Warranty coverage varies by product and may include defects in materials, manufacturing, or workmanship, subject to the applicable warranty terms.
To initiate a warranty claim, customers should provide:
1. Proof of purchase or order number.
2. Product model and serial number, where applicable.
3. A description of the defect or malfunction.
4. Photographs or videos demonstrating the issue, where appropriate.
5. Warranty documentation, if available.
Warranty claims will be assessed according to the applicable warranty terms.
Warranty coverage may exclude damage caused by improper installation, unauthorized repairs, misuse, negligence, abnormal operating conditions, or other exclusions specified in the warranty documentation.
Honjek Express does not independently extend a manufacturer's warranty unless an additional warranty is expressly provided in writing.
9. Returns, Refunds, and Replacements
Customers who receive defective, damaged, incorrect, or materially misdescribed products may contact support to request a resolution.
Depending on the circumstances and applicable policy, the resolution may include:
- Product replacement.
- Repair.
- Refund.
- Vendor-assisted resolution.
- Another mutually agreed remedy.
Return requests must be submitted through the designated support channels and are subject to the applicable Returns and Refunds Policy.
Customers should retain the original packaging, accessories, and proof of purchase until their complaint is resolved.
Certain products may be subject to special return conditions due to their technical nature, safety requirements, customization, or installation status.
Nothing in this policy excludes rights available to consumers under applicable law.
10. Order and Delivery Support
Customers can contact support regarding:
- Order confirmation.
- Payment verification.
- Order processing delays.
- Delivery tracking.
- Missing items.
- Damaged packages.
- Incorrect products.
- Delivery address corrections.
Delivery timelines depend on product availability, vendor fulfillment, delivery location, logistics arrangements, and other relevant factors.
Customers should report delivery-related problems promptly and provide supporting evidence where possible.
11. Payment Support
Customers experiencing payment-related issues should contact support with:
- Order number.
- Transaction reference.
- Payment date.
- Amount paid.
- Payment method.
- Description of the issue.
Customers should never share their payment card PIN, banking password, or one-time password (OTP) with anyone claiming to represent Honjek Express.
Payment disputes and refund requests will be reviewed in accordance with the applicable payment, cancellation, and refund policies.
12. Complaint Handling and Dispute Resolution
Honjek Express is committed to handling complaints fairly and transparently.
Customers and vendors may submit complaints concerning:
- Product quality.
- Vendor conduct.
- Delivery problems.
- Payment discrepancies.
- Technical service issues.
- Warranty disputes.
- Marketplace account issues.
Complaints should include a clear description of the problem and any supporting evidence.
Our support team will review the complaint, contact the relevant parties where necessary, and communicate the proposed resolution.
Where a complaint cannot be resolved directly, the parties may pursue other remedies available under applicable law.
13. Support Channels
Customers and vendors may contact Honjek Express through the following channels:
Website: www.honjekexpress.com
Email: info@honjekexpress.com
Telephone: 08061652423 / 08023066061
Support Requests: Customers may also use available contact or support forms on the marketplace website.
Official support channels should be used for complaints, warranty requests, payment inquiries, and other service-related matters.
14. Support Response Times
Honjek Express aims to acknowledge support requests within one business day.
Resolution times depend on the complexity of the issue, the availability of relevant information, vendor cooperation, product inspection requirements, and third-party service providers.
Some technical, warranty, refund, or delivery-related matters may require additional time.
Customers will be informed when further investigation or documentation is required.
The response times stated in this policy are service targets and not guaranteed resolution deadlines.
15. Customer Responsibilities
Customers are expected to:
- Provide accurate contact and order information.
- Follow product installation and operating instructions.
- Use products for their intended purposes.
- Report defects and service issues promptly.
- Provide reasonable supporting evidence for complaints.
- Cooperate with troubleshooting, inspection, and warranty assessment procedures.
- Treat support personnel and vendors respectfully.
Customers should not attempt unsafe electrical repairs or unauthorized modifications.
16. Vendor Responsibilities
Vendors are expected to:
- Provide accurate product descriptions and specifications.
- Honor confirmed orders and applicable delivery commitments.
- Respond to customer inquiries within a reasonable time.
- Fulfill applicable warranty and after-sales obligations.
- Cooperate with investigations into complaints and disputes.
- Comply with marketplace policies and applicable consumer protection requirements.
Repeated failure to meet marketplace obligations may result in appropriate action under the Vendor Terms and Conditions.
17. Privacy and Data Protection
Honjek Express may collect and process information submitted through support channels to investigate complaints, verify transactions, provide technical assistance, and manage customer service requests.
Personal information will be handled in accordance with the marketplace's Privacy Policy and applicable data protection laws.
Customers should avoid submitting unnecessary sensitive personal or financial information through support channels.
18. Policy Limitations
Honjek Express acts as a marketplace connecting customers and vendors and may also provide technical services through HONJEK TECHNICAL LIMITED.
The scope of responsibility for product quality, delivery, warranties, installation, and after-sales services depends on the transaction, the vendor's obligations, the applicable service agreement, and relevant law.
Nothing in this policy is intended to exclude or limit any legal obligation or consumer right that cannot lawfully be excluded or limited.
19. Policy Updates
Honjek Express reserves the right to update this Support Policy when necessary to reflect changes in marketplace operations, support procedures, applicable laws, or service offerings.
Updated versions will be published on the marketplace website with the revised effective date.
20. Contact Us
For customer support, vendor assistance, technical inquiries, warranty claims, or complaints, contact:
HONJEK EXPRESS MARKETPLACE
Operated by HONJEK TECHNICAL LIMITED
Website: www.honjekexpress.com
Email: info@honjekexpress.com
Telephone: 08061652423 / 08023066061
Our commitment is to provide accessible, transparent, and dependable support to customers and vendors using Honjek Express Marketplace.
Powering Innovation, Delivering Value.
Shop smart with Honjek Express Marketplace — your one-stop destination for quality electrical, solar, CCTV, and everyday products at competitive prices. Trusted service, verified products, and fast delivery you can rely on.
About Honjek Express
Welcome to Honjek Express — a fast-growing Nigerian online marketplace built to connect customers with quality technical products, engineering solutions, and reliable procurement services. Operated by HONJEK TECHNICAL LIMITED, Honjek Express combines technology, engineering expertise, and digital commerce to simplify access to solar energy products, electrical materials, CCTV security systems, industrial tools, technical books, and modern engineering solutions.
At Honjek Express, we focus on delivering trusted products, professional support, and value-driven services for individuals, businesses, contractors, institutions, and industries across Nigeria and beyond. Our platform is designed to bridge the gap between quality engineering products and customers seeking reliable, affordable, and durable solutions.
With years of practical experience in electrical installation, solar power systems, CCTV surveillance, industrial maintenance, and procurement services, our team understands the technical demands of modern projects. This enables us to recommend suitable products and solutions that meet real operational needs.
Our Core Services
Solar system products and accessories
Inverters, lithium batteries, and solar panels
CCTV cameras and security surveillance systems
Electrical installation materials and industrial components
Engineering procurement services
Technical books and educational materials
Professional technical consultation and support
Why Choose Honjek Express?
Quality and verified products
Technical engineering expertise
Competitive pricing
Reliable customer support
Fast response and delivery process
Commitment to innovation and customer satisfaction
Our mission is to promote modern engineering awareness, improve access to clean energy and security technology, and support businesses and homes with dependable technical solutions.
At Honjek Express, we do not just sell products — we provide practical engineering solutions that power businesses, secure properties, and improve lives.
Visit Honjek Express to explore our products and services.
