Frequently Asked Questions - Physical Products
How do I return an item?
Returning an item is simple. Log into your account, go to ‘My Orders’, and select the item you wish to return. Click the ‘Return’ button, fill out the reason for the return, and choose your preferred return method (Drop-off or Pickup).
How much time do I have to return a product?
You have a window of 15 days for items labeled as official brand products and 7 days for all other items. The countdown begins from the day your order was successfully delivered.
What happens if I miss the 15 days for creating my return request?
Once the return window has closed, we can no longer accept a return for a refund. However, if the item is faulty and still under warranty, you can contact the manufacturer’s service center for repairs or a replacement.
If my refund gets validated, how and when will I get reimbursed?
Refunds are typically processed within 3 to 5 business days after the quality check is completed. The funds will be sent back via your original payment method (e.g., Bank Transfer, Mobile Money, or Store Credit).
Can I return my order with any condition?
No. To be eligible for a refund, the item must be returned in its original packaging, including all tags, accessories, and manuals. Items that show signs of physical damage or personal use cannot be accepted.
Do I have to return all products in my order?
Not at all. You can choose to return a single item or multiple items from a larger order. Only the specific products you select for return will be processed.
I have bought an item on promotion or with a voucher. What amount will you refund me?
You will be refunded the exact amount you paid at the time of purchase. If a voucher was applied to the entire order, the discount is spread across all items, and the refund will reflect that adjusted price.
Do I have to return the gift when I return a product?
Yes. If your purchase came with a free gift or a promotional “buy-one-get-one” item, the gift must be returned alongside the main product to receive a full refund.
Why was my item redelivered to me instead of a refund?
Items are redelivered if they fail our Quality Check. This usually happens if the item was returned in a used condition, is missing parts, or if the reported fault could not be replicated by our technicians.
What happens if I miss both attempts to retrieve my return?
If we attempt to redeliver a rejected return twice and you are unavailable, the item will be held at our central warehouse for a limited time. After this period, the item may be forfeited.
I initiated a return and requested for pickup at my home, but no one came & it has been a while, what should I do?
We apologize for the delay. Please contact our Customer Support team or use our Live Chat feature. We will investigate the delay and reschedule your pickup as a priority.
How do I track my return status?
You can track your return in real-time under the ‘My Returns’ section in your account dashboard. You will also receive email and SMS updates at every stage—from pickup to quality check and final refund.
How to know that I got the amount refunded?
You will receive a Refund Confirmation Email once the transaction is complete. You can also verify the balance in your bank statement or mobile money wallet, depending on the payment method used.
Is my product under warranty?
Most electronics and appliances come with a 1-year manufacturer warranty. You can check the warranty status on the product page at the time of purchase or on the warranty card included inside the box.
I want to request a tax invoice, how can I do that?
You can download your digital invoice directly from the ‘My Orders’ section after delivery. If you require a formal tax-compliant invoice for business purposes, please contact our support team with your TIN details.
Do I also get refunded the shipping charge when returning a product?
If the return is due to our error (e.g., wrong item sent or defective product), we will refund the full shipping cost. For returns based on a change of mind, only the product price is refunded.
Do I have to pay for shipping charges when I return a product?
Standard returns via our designated drop-off stations are usually free. If you opt for a home pickup, a small convenience fee may apply depending on your location and the size of the item.
Can I Replace or Exchange an item rather than a refund?
Currently, we focus on a refund-first policy. If you would like a different size or color, we recommend returning the original item for a refund and placing a new order for the desired replacement.
Browse our curated collection of high-performance electronics, durable home appliances, and essential digital products built for lasting quality.
Frequently Asked Questions - Digital Products
Can I "return" a digital product?
Because digital products (like software, templates, or e-books) are delivered instantly and cannot be physically returned, we generally do not accept “returns.” However, we do offer refunds under specific circumstances, such as technical defects or accidental duplicate purchases.
Under what conditions can I get a refund for a digital download?
To keep things fair, we offer refunds if:
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Technical Issues: The file is corrupted, or there is a critical bug that our support team cannot fix.
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Misrepresentation: The product is significantly different from what was shown in the preview or description.
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Duplicate Purchase: You accidentally bought the same digital item twice in one transaction.
How long do I have to request a refund?
You have 7 days from the date of purchase to request a refund. After this window, the sale is considered final as the digital asset has already been accessed.
Can I get a refund if I simply changed my mind?
Since our digital products are accessible immediately upon purchase, we do not offer refunds for “change of mind” or “buyer’s remorse.” We encourage you to review the product descriptions and previews carefully before completing your order.
What if I can’t open or use the file?
Before requesting a refund, please contact our Technical Support. Most issues are related to software compatibility or incomplete downloads. If we determine that the product is fundamentally incompatible with the advertised requirements, we will issue a full refund.
I haven't downloaded the file yet. Can I cancel my order?
Yes! If our system shows that the digital files have not yet been accessed or downloaded, we can process a full refund within 48 hours of your purchase. Once the download link has been clicked, the order is ineligible for cancellation.
How long does it take to get my money back?
Once your refund request is validated, the funds will be sent back to your original payment method within 3 to 5 business days.
Are subscription-based digital products refundable?
For monthly or yearly subscriptions, you can cancel at any time to prevent future billing. Refunds for the current billing cycle are typically only granted if requested within the first 24 hours of the charge and if no premium content was downloaded during that time.
Browse our curated collection of high-performance electronics, durable home appliances, and essential digital products built for lasting quality.
Frequently Asked Questions - Services
Digital Transformation: Refunds & Service Policies
Can I cancel a digital transformation project once it has started?
You can request a cancellation at any time; however, because these services involve significant labor and custom planning, a full refund is typically not available once work has commenced. Cancellations usually halt future milestones, but you will be billed for all work completed up to that date.
How do "returns" work for custom software or website design?
Since digital products cannot be “returned” in the traditional sense, we offer a Performance Guarantee. Instead of a return, we provide a dedicated Revision Period (usually 14–30 days) after delivery to fix any bugs or ensure the final product matches the agreed-upon technical specifications.
Can I get a refund if I am unhappy with a creative design?
For services like Graphic Design and Branding, we provide a set number of revision rounds. If you are unsatisfied after these rounds, a partial refund may be considered for the “un-finalized” portion of the project, provided the design assets are not put into use.
What is your refund policy for Social Media Management or SEO?
These are recurring retainer services. While you can cancel your subscription for the following month, refunds are not issued for months where services (content creation, posting, and auditing) have already been rendered. We require a 15-day notice prior to your next billing cycle for cancellations.
Are digital assets (templates, downloads) eligible for a refund?
Due to the nature of instantly downloadable digital products, these are generally non-refundable once the download link has been accessed. If you encounter a technical issue with the file, we will provide a replacement or a corrected version of the asset.
What happens if the project scope changes mid-way?
If you need to pivot your strategy, we can reallocate your remaining budget to different services (e.g., moving funds from Web Design to Social Media). However, funds already spent on completed milestones or third-party costs (like domain registrations or hosting) cannot be refunded.
Will I be refunded for third-party tools or licenses?
No. Any costs incurred for third-party software licenses, stock photography, or hosting fees are non-refundable, as these are paid directly to outside vendors on your behalf.
How do I request a refund for a service?
To initiate a request, please email our Billing Team with your Project ID and a detailed reason for the request. We review all claims within 7 business days to determine if a partial or full reimbursement is warranted based on our Service Level Agreement (SLA).
Is there a "Change of Mind" window?
Yes. We offer a 24-hour grace period after a contract is signed or an order is placed. If you change your mind within this window and no work has started, we will issue a full refund minus any transaction processing fees.