Returns & refunds
What to do if something is wrong with a shop order or a shipment.
- Contact the office within 7 days of receiving your item with your order or tracking number.
- Keep the item, its packaging and your receipt until we have looked into it.
- Refunds are paid by cash, mobile money or bank transfer, usually the way you paid.
Shop orders
If an item you bought from our shop arrives damaged, faulty or different from what you ordered, contact us within 7 days of collecting or receiving it. We will arrange a replacement or a refund once we have seen the item.
You may also return an item you no longer want within 7 days if it is unused, in its original packaging and with its receipt. The cost of bringing it back to our office is yours unless the item was faulty or wrong.
We cannot accept returns of items that have been used, damaged after delivery, or sold as clearance or made to order, unless they were faulty.
Cancelling an order
You can cancel a shop order at no charge any time before it is sent out. An order that is not collected, or whose delivery is not acknowledged, within the time given at checkout may be cancelled and the items returned to stock. Anything already paid for a cancelled order is refunded.
Shipments
Shipping charges are refunded in full if we cancel a shipment before it leaves our office. Once a shipment is on its way, charges are not refundable, except where we failed to carry it as agreed.
If your parcel arrives damaged or incomplete, tell the staff before you sign for it or leave the office, and contact us within 48 hours of collection. We will look into it with you. Any compensation is limited to the declared value recorded on your receipt, or the shipping charge paid where no value was declared.
How refunds are paid
Once a refund is agreed, we pay it within 14 days by cash, mobile money or bank transfer, usually by the same method you paid with.
