Return & Refund Policy
Shop with absolute confidence. If your item is defective, damaged, or incorrect, our 7-day return guarantee has you covered.
7-Day Return Window
Initiate a return within 7 calendar days of receiving your order.
24-48h Refund Speed
Fast refunds returned directly to your original MoMo account or bank card.
Free Courier Pickup
We send a courier rider to collect the return parcel right from your door.
How the Return & Refund Process Works
Submit Request
Go to your order details page and submit a return request with photos.
Verification
Our support team reviews the claim within 24 business hours.
Doorstep Pickup
Our courier rider picks up the item from your Kigali address free of charge.
Inspection
Merchant verifies the returned product matches the reported condition.
Instant Payout
Full refund sent to your Mobile Money account or payment card.
Valid Reasons for Return
- Damaged / Broken Product: The product arrived broken or physically damaged in transit.
- Wrong Item Received: You received a different product, size, or color than ordered.
- Defective / Malfunctioning: The product does not power on or function as advertised.
- Missing Parts / Accessories: The package is missing original components listed in the description.
Non-Returnable Items
For health, hygiene, and safety reasons, certain categories cannot be returned once delivered:
- Perishable food items, fresh produce, and cooked groceries.
- Underwear, intimate apparel, and opened cosmetic/hygiene products.
- Custom-made or personalized items created to your specific requirements.
Order Cancellations
If your order is still in PENDING or CONFIRMED status and has not yet been handed over to a courier rider, you may cancel it directly for an immediate full refund.