Returns, refunds and warranty
Version 0.1 (pilot) · Effective 23 September 2026
Contact and scope
Contact [email protected] or +233 55 298 5770 with your order reference and what happened. We will help identify the correct route. You do not need to know a legal section number or select the perfect reason on a form to make a valid request. These rules preserve rights under Ghana law and any better promise made for your order. “Seller” means the seller identified under the Customer Terms for that order.
Our proposed service target is to acknowledge requests within one business day and ordinarily assess them within three business days after receiving the information reasonably needed. If more time is needed, we explain why and give an update date. These are service targets, not extensions of legal deadlines.
Unwanted goods
For electronic consumer purchases covered by section 49 of the Electronic Transactions Act, you may notify us that you are cancelling within 14 days after receipt of the goods, without giving a reason or paying a penalty. You may be responsible only for the direct cost of returning the goods under that cancellation route. We will explain that cost or the available return method before you incur it. We do not add a restocking, payment-processing or administrative deduction.
Keep the goods reasonably safe, stop unnecessary use after cancellation, and include the supplied accessories when making them available for the agreed return. Retain packaging where reasonably possible. Missing packaging or opening ordinary electronics does not automatically extinguish an applicable cancellation right. If there is evidence of damage beyond inspection or a different item is offered back, we will explain the evidence and assess the matter individually; no automatic penalty or deduction applies merely because a box was opened.
Exceptions require an actual legal basis
Some transactions have statutory exceptions, such as goods genuinely made to your specification and certain other categories identified by law. Any exception relevant to an offered item will be explained before purchase. Calling an item “pre-order”, “used”, “sale” or “made-to-order” does not by itself establish an exception. An exception to no-reason cancellation does not remove rights where goods are defective, misdescribed, unsafe or not supplied as agreed.
For a separately purchased service, the applicable electronic consumer grace period is generally seven days after agreement, subject to the legal exceptions. If a service is to start within that period, we will obtain any necessary specific consent and explain the effect before starting. A pre-ticked box is not used for that choice.
Defective, damaged, wrong or misdescribed goods
Tell us as soon as reasonably possible if the goods are wrong, damaged, not as described or apparently defective. We may ask for photographs, the item reference or serial information and a description of the issue. Reasonable alternative evidence is accepted. Do not continue using an item that may be unsafe, especially an overheating or swollen battery; contact us for safe handling instructions.
We will assess the appropriate remedy under the law and any warranty or promise made for your purchase. A lawful rejection is not automatically converted into a compulsory repair. Where repair or replacement is appropriate and agreed, we will explain the process and expected time. A manufacturer or supplier dispute does not suspend the seller's applicable obligations to you.
The seller pays reasonable collection/return costs for an accepted wrong-item, defect, misdescription or delivery-damage claim for which the seller is responsible. We will arrange a suitable route rather than require you to use an unsafe or unaffordable method.
Lawful rejection and collection
Where you lawfully reject goods, notify us and place them at the seller's disposal for reasonable collection. Applicable law may allow you to retain possession until repayment or tender. We will arrange collection and repayment or tender consistently with that right, including a coordinated exchange where appropriate. You are not required to bear the seller's collection failure.
We ask you to cooperate with a reasonable collection appointment and preserve the item. If appointments fail, either side should promptly explain what happened so we can rearrange. We do not treat a missed pickup, on its own, as proof of fraud or automatic acceptance of defective goods. If there is a genuine disagreement about availability, item identity or entitlement, we provide reasons and a review route.
Refund timing and method
If the goods are unavailable, we notify you immediately and refund payment within seven days after that notification as required by the applicable electronic-transaction rule. The statutory disclosure-failure cancellation route has its own 30-day refund requirement; it is not our general target for all refunds.
For other agreed refunds, our proposed operational promise is to initiate repayment within seven calendar days after entitlement is established and any lawful return or coordinated collection/refund arrangement is settled, or sooner where law requires. We will not use inspection, supplier approval or this target to postpone a mandatory repayment or tender obligation. We explain the expected provider processing time and give you the refund reference; an internal “approved” status alone does not mean payment has been sent.
We normally refund through the original payment route. If that is unavailable, we verify an alternative with you through a secure process. We do not require you to accept store credit instead of an owed monetary refund. We do not charge you an internal refund-processing fee. For a full statutory no-reason cancellation, our proposed customer promise is to refund the amount paid for the cancelled purchase, including its ordinary outbound delivery charge; the direct return cost is treated separately. For partial cancellation we explain any fair delivery allocation and do not invent a new retrospective charge.
Warranty and used items
Any commercial warranty must state its provider, period, coverage, claim route and relevant exclusions in the product/order record. No universal commercial warranty period is implied by this draft. Your applicable legal rights remain even where no additional warranty was offered or its period has expired.
For used goods, a clearly described existing condition is considered when assessing a claim. It does not excuse an undisclosed material defect or false description. Damage caused by later misuse, unauthorised modification or liquid exposure may fall outside a commercial warranty where relevant to the fault, but we will assess evidence and causation rather than deny every claim because an unrelated mark is present.
Inspection, data and disputes
Before handing over a device, back up data and remove personal accounts where safe and reasonably possible. Tell us if a fault prevents this. We will not ask for your payment PIN or personal account password. We agree any diagnostic access with you and limit it to what is needed. Failure to erase a device does not automatically remove your rights.
We record receipt and condition and give a written outcome. If we believe the returned item is different, damaged after delivery, incomplete or ineligible, we explain the basis and allow you to respond. We do not dispose of disputed goods or sell them merely because a short deadline has passed. You may use our complaint review and available legal remedies.