Returns & Refunds

Online purchases: you can cancel a qualifying consumer goods purchase within 14 days after you receive it, without giving a reason. Contact us within that period. Exceptions allowed by law are explained below.

In-store purchases: we offer a voluntary 3-day change-of-mind return window from purchase. Bring proof of purchase and return the item unused, complete and in its original packaging. This voluntary policy does not limit your rights if goods are faulty or not as described.

The 14-day online period is measured in calendar days. Refund processing periods described as working days exclude Saturdays, Sundays and Ghanaian public holidays. Your rights under Ghanaian law take priority whenever they provide a shorter refund deadline or greater protection.

• Call, WhatsApp or email us using the contact details below. Give your order reference or receipt details and identify the item.
• Tell us whether you are cancelling, returning an incorrect item or reporting a fault. A reason is not required for a qualifying online cancellation.
• We will confirm the return address and provide a reference to help us match the parcel. Contacting us within the required period records your request; waiting for our reference does not remove your cancellation right.
• Return the item promptly following our instructions, with its accessories and proof of purchase. Keep your collection or postage receipt.

Please package goods securely. Remove your SIM card, personal accounts and stored personal data where you can do so safely. Do not send passwords or payment PINs.

For an online cancellation, you may reasonably inspect the product to establish what it is and how it works. Keep all supplied accessories and packaging where possible. Our stricter unused-and-packaged condition applies to voluntary in-store change-of-mind returns, not as a blanket restriction on online statutory rights.

You pay the direct cost of returning goods when you simply change your mind. We cover reasonable agreed return costs where we supplied a faulty, incorrect or misdescribed item. Contact us first so we can arrange a suitable return method.

If a returned item has missing parts or damage caused after delivery, we will explain the findings and any proposed lawful adjustment before resolving the return. We do not charge a cancellation penalty for a qualifying online cancellation.

We process an approved refund within 6 working days after the returned goods are received and checked. We inspect returns promptly and tell you the outcome. This is our service target; any earlier deadline required by law still applies, including the applicable refund period for an online cancellation.

For qualifying online cancellations, we refund the payments required by law; only the direct return cost may be charged where permitted. If we cannot supply paid goods because they are unavailable, we notify you and refund within 7 calendar days of that notification.

Refunds normally go back through the original payment method. For cash purchases, we arrange a cash refund or, with your agreement, a transfer to a verified account belonging to you. We will not ask for your card PIN, mobile money PIN or one-time payment code. Your provider may take additional time to display a processed refund.

Some online cancellation rights have exceptions under Ghanaian law. These can include goods made to your specifications or clearly personalised, goods that cannot be returned by their nature or deteriorate rapidly, and unsealed computer software or recordings. A standard item is not automatically excluded merely because we ordered it from a supplier.

Digital activations, subscriptions and services have different rules. We explain any applicable exception and obtain the consent required by law before beginning a service during a cancellation period. Contact us promptly if you want to cancel an installation or service booking; any agreed charge must reflect the terms given before you booked and applicable law.

Vehicle listings, when available, are handled by enquiry and viewing. Any vehicle-specific inspection, delivery, registration and warranty terms must be agreed before a sale. They do not remove rights that the law gives you.

Contact us as soon as you discover a fault, damage or an incorrect item. Share your order reference, photographs if useful, and the serial number where applicable. Reporting visible delivery damage promptly helps us investigate, but failing to report it on the delivery day does not automatically remove your legal rights.

We assess the issue and arrange an appropriate repair, replacement or refund according to the circumstances, the product warranty and Ghanaian law. Fault claims are not limited to the 3-day voluntary in-store change-of-mind window. Our Warranty Centre explains the claim process.

If you need to cancel before dispatch, call us promptly with the order reference. We will stop dispatch where possible and confirm the refund arrangements. If your order has already left, we will help you follow the return process.

If you disagree with an assessment, ask our team to review it and explain the outcome in writing. Nothing in this policy limits your statutory consumer rights or your ability to use an available legal or dispute-resolution process.