All defined terms used below shall have the meanings set forth in our Terms and Conditions. See here.
Order Cancellations
Orders that you submit online are processed within 24 hours. You may need to reach our Customer Care on +233(0)302914340 within two hours should you resolve to cancel the transaction.
Refund after Order Cancellations
Refund of cancelled Prepaid Orders shall be made within 48 hours of cancellation. We refund items at the purchase price (excluding delivery charges).
Change of Mind Returns
“Change of mind” includes orders placed in error e.g. accidentally ordered the wrong size or colour, items that don’t fit the way that you would like or unwanted gifts.
We will accept a change of mind return provided it meets the following guidelines:
- Return within 48 hours provided all other conditions are met
- Return with proof of purchase
- Item must be returned in its originally sellable condition with all original tags/labels intact
- Purchases must be returned to our office or at an agreed point of collection.
- Item is not listed as an excluded item as outlined below
Excluded items (for a change of mind return):
- ✘ Underwear
- ✘ Earrings
- ✘ Cosmetics
- ✘ Gift Cards
- ✘ Sale/Clearance
- ✘ Groceries
- ✘Stationeries
- ✘Perishable goods such as food, flowers, newspapers or magazines, intimate apparel, sanitary goods, or hazardous materials
- ✘Products such as desktops, laptops, peripherals, gaming hardware, handy-cams, digital cameras, mobile phones, fixed phones mp3 players, and accessories.
- ✘Any products sold under Special offers or Promotional Schemes.
Faulty Product Returns; Warranty Related Issues
If a product is faulty or has a manufacturing defect when delivered, incorrectly described or different from the sample shown we will provide an exchange or refund provided the item is returned within three (3) days with proof of purchase.
In some cases, the product will be subject to test and check by the manufacturer’s approved maintenance center as it will be exchanged on the basis of the technician report that confirms the manufacturing defect. This also goes for all items under warranty. Issues related to manufacturing defects on items under warranty will be resolved solely by the manufacturer’s approved technical centre. This may take up to three weeks if the parts are available. In some cases the parts may need to be imported. In such cases it may take some weeks.
Exchanges of Faultless Products
Product exchanges can occur within five (5) days after delivery. Returned product must be unused, unworn, unwashed, with all accessories and original tags/labels intact.
You are responsible for paying for all delivery costs for your returned product(s).
Returns Process
Kindly call our Customer Service Line on +233(0)302914340 for assistance in the returns process.
If the item returned does not meet our Returns and Exchange Policy above your order will be sent back to you.
If your return is accepted by Us, We will provide an exchange of merchandise for the item returned or another remedy that We determine in good faith is appropriate in the circumstances.