Returns & Refunds Policy
Our commitment to your satisfaction with every gift purchase
Hassle-Free Returns
We want you to be completely satisfied with your gift purchase. If you're not happy with your order, we're here to help.
Return Eligibility
Items Eligible for Return
- Items in original, unused condition
- Original packaging intact
- All tags and labels attached
- Returned within 7 days of delivery
- Accompanied by proof of purchase
Non-Returnable Items
- Personalized or customized gifts
- Perishable items (flowers, food baskets)
- Damaged or used items
- Digital products and gift cards
- Items without original packaging
Return Process
Initiate Return
Log into your account dashboard and select the order you wish to return. Click "Request Return" and provide the reason for return.
Note: Return requests must be submitted within 7 days of delivery.
Return Approval & Instructions
Within 24 hours, you'll receive an email with return instructions and a Return Authorization Number (RAN). This email includes:
- Return shipping label (if applicable)
- Return drop-off locations
- Packaging instructions
- Expected timeline for refund
Return the Item
Pack the item securely in its original packaging, include all accessories and documentation, and attach the return label. You can:
Drop-off Service
Free pickup from your location in Kigali
Drop-off Points
Selected locations in major cities
Refund Processing
Once we receive and inspect the returned item, we'll process your refund. You'll receive an email confirmation when the refund is initiated.
Processing Time: Refunds are processed within 10 business days of receiving the returned item.
Refund Information
Refund Method
Refunds are issued to the original payment method used for the purchase:
Refund Timeline
Note: Refunds do not include original delivery charges unless the return is due to our error or a defective product.
Scheduled Gifts Returns
Before Delivery
Cancel scheduled gifts up to 3 days before delivery for a full refund.
After Delivery
Standard 7-day return policy applies after gift delivery.
Late Cancellations
Cancellations within 3 days of delivery incur a 20% processing fee.
Defective or Damaged Items
If you receive a damaged or defective item, contact us within 48 hours of delivery.
- Free return shipping
- Full refund including delivery
- Replacement option available
Need Help with a Return?
Our customer support team is ready to assist you with any return-related questions.
Monday - Friday, 8AM - 6PM
Important Notes
Restocking Fee
No restocking fees for returns within 7 days. Returns after 7 days but within 14 days may incur a 10% restocking fee.
Exchange Policy
We currently offer refunds only. For a different item, please return your purchase and place a new order.
International Returns
We only accept returns for orders delivered within Rwanda. International shipping costs for returns are the customer's responsibility.
Business Days
All timelines are in business days (Monday-Friday, excluding public holidays in Rwanda).