Returns & Claims

What you can return

• Household goods, electronics, appliances, fashion — within 7 days of delivery, in original undamaged packaging.
• Wrong item received (we sent something different from your order).
• Defective on arrival — item is broken, doesn't power on, or is materially different from the listing.

What you can't return

• Sealed personal care, baby formula, and beauty items once the seal is broken or once delivered (health + safety regulations).
• Perishables (food, anything labelled refrigerate-after-opening).
• Items damaged after delivery (drops, spills, normal wear).
• Items returned outside the 7-day window without prior approval.

How to start a return or claim

• Open the order in your account and tap Start a return. The form takes about a minute and you can come back to track the status.
• We respond within 2 working days with an approval (or a question) and instructions for the next step.
• You bring the item to our East Legon hub(Mon–Fri 10am–5pm) for inspection. We don't arrange courier pickup for returns.
• Got photos? Reply to the confirmation email we send and attach them — really helps for damage and wrong-item claims.

What you get back

For an eligible return in original condition: source price + 17% service fee, refunded through Paystack to your original payment method.

Sea freight and customs duty are not refundableonce we've shipped the item from the U.S. — we've already paid them and can't recover those costs. They're shown as separate line items in your landed price so you can see exactly which portion is non-refundable.

For a damaged-on-arrival or wrong-item claim that's our fault, you get a full refund (everything, including freight + customs) or a free replacement on the next shipment.

Timing

Refunds typically clear within 5 working days of approval, depending on your bank or mobile-money provider.

Cancellations

You can cancel any order with a full refund before the order has been paid. After payment, an order moves into procurement within 24 hours; cancels after that point may incur the source-price cost if we've already bought the items in the U.S. We will tell you up front.