Returns & refunds
If something arrives damaged, wrong or not as described, send it back within 7 days of delivery. We pick it up and refund you by Mobile Money.
How it works
- 1Ask from your orderOpen My orders, pick the order and tap “Return”. Choose the item and tell us what's wrong.
- 2We call youWithin one working day we confirm and arrange a pickup, or tell you where to drop it.
- 3We check itOnce it's back with us we make sure it matches what you told us.
- 4You're refundedThe money goes to your Mobile Money number within 3 working days.
What you can return
- ✓ Arrived damaged or broken
- ✓ Wrong item, size or colour
- ✓ Not as described / fake
- ✓ Doesn't work properly
- ✓ Parts or accessories missing
- ✓ Changed my mind (unused, in original packaging)
Who pays for pickup?
We do when it's our mistake (damaged, wrong, fake, faulty or missing parts). If you changed your mind, the delivery fee isn't refunded and the pickup fee comes off your refund.
What we can't take back
- Items used, washed, damaged by you, or without their box, tags and accessories (unless that's the problem).
- Opened beauty, personal care and food items, underwear and earrings, for hygiene.
- Requests made more than 7 days after delivery.
Refunds
- Refunds go to the Mobile Money number you give us, within 3 working days of us receiving the item.
- Paid by card or MoMo online, or paid on delivery: either way, you get the item's price back. Delivery fees are refunded when it was our mistake.
- Prefer a replacement instead? Say so in your request and we'll swap it if we have stock.
- Warranty faults after 7 days are repaired or replaced under the product's warranty.