REFUNDS AND EXCHANGES
We want you to love our products and enjoy your shopping experience with us. On this page you will find details about how to return or exchange your purchases made online or in stores.
Refund and Exchange Policy and Instructions
If you change your mind about the products you have purchased from us, we will refund the purchase price or exchange those products in the region in which they were purchased, subject to the following conditions:
- Items must be returned within 5 days of purchase with the original receipt or other proof of purchase
- You must provide your name and address
- If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method once we have received the returned item back and confirmed that it meets conditions above. You are responsible for any costs associated with returning the item to us including any currency conversion costs.
Shipping costs can only be refunded on faulty items that have been purchased separately.
Items purchased in store cannot be returned via online return postage.
Faulty Items Returns
If an item is faulty, wrongly described or different from the sample shown then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.
Please note that any additional cost incurred due to currency conversion will not be refunded, and are considered the responsibility of the customer.
Online Returns via return post
If you wish to return or exchange an item purchased online via post, please contact our call center 24/7 hours/week on either phone or email as below:
- +255 764 700 200, +255 757 244 424
- Email: firstname.lastname@example.org
Please provide the following information so we can assist you as quickly as possible:
- Your name
- Date your order was placed, if applicable
- Your Sales Order Reference Number, if available
- Your tracking number, if available
- Brief description of the problem you are experiencing
- Alternatively, you can complete the Online Returns and Exchange Form on the back of your packing slip.