8. Returns, Cancellations and Refunds

8.1 Stage 1, before we buy. Cancel any time for a full refund.

8.2 Stage 2, bought and still in the UK. We ask the retailer to take the item back. If it agrees, we refund the item price you paid less any retailer return fee, plus any shipping, insurance and import charges not yet incurred. The retailer’s decision and timing apply.

8.3 Stage 3, dispatched from our UK hub. Once an item has left the UK it is in international transit or in Ghana, and duty paid to the Ghana Revenue Authority cannot be recovered. From this point we do not accept change-of-mind returns, and delivery and import charges are not refundable.

8.4 What we do cover. If your item is lost, arrives damaged, is not the item you ordered or is dead on arrival, we put it right with a replacement, a refund of the item price or a part refund, at our choice. For lost goods we also refund the delivery and import charges for that item.

8.5 How to claim. Report within 48 hours of delivery (7 days for a fault in electronics) with photos or an unboxing video and your delivery code. Do not use, wash or remove tags, and keep the packaging. For non-delivery, report within 30 days of the expected date.

8.6 How we decide. We acknowledge within 2 working days and decide within 15 working days of a complete claim. Where returning the item would cost more than it is worth, we settle without a return. Where a return makes sense we may ask you to hold the item for collection. Repeated or suspicious claims are reviewed.

8.7 Not covered. Change of mind after dispatch; perishable goods; opened personal-care items; underwear; personalised, digital or final-sale items; damage caused after delivery; items that match the order but differ from your expectation (size, colour shade, taste).

8.8 Refund method and timing. Refunds go to your original payment method in cedis, at the rate you paid, within 7 working days of approval (mobile money usually 1 to 3 days). The maximum refund is the price paid for the affected item.

8.9 Your rights. Nothing here affects rights the law does not allow us to exclude.

8.10 False claims. Claims must be truthful. A genuine claim we cannot prove is not treated as fraud. If we have reasonable evidence that a claim was knowingly false or fabricated, we may reject it, suspend the account, recover our reasonable losses and report it to the authorities.

8.11 Returns to the UK. Return shipping is not included in your price. Where a return is agreed, you pay all return freight, customs, storage and handling in advance unless we agree otherwise in writing. A return is subject to customs, carrier and legal requirements and may not be possible.