1. Order Cancellation
Before Shipment: Customers can cancel their orders within 24 hours of purchase. Orders canceled within this timeframe will receive a store credit equal to the full amount paid.
After 24 Hours: If a cancellation request is made after 24 hours, the order may have already been processed and shipped by the supplier. In such cases, cancellation will not be possible, and the exchange process must be followed once the item is received.
2. Refund Eligibility
Damaged or Defective Items: If the item received is damaged or defective, customers are eligible for an exchange with an upgraded product of equal or greater value. Please contact our customer service within 7 days of receiving the item, providing photos and details of the defect or damage.
Incorrect Items: If an incorrect item is received, please notify us within 7 days. We will arrange for a return and provide an exchange with a product of equal or greater value.
3. Non-Refundable Items
Custom or Personalized Orders: Items that are customized or personalized cannot be returned or exchanged unless they are defective or damaged upon arrival.
Final Sale Items: Items marked as final sale are not eligible for return or exchange.
4. Return Process
Request an Exchange: To initiate an exchange, contact our customer service within 7 days of receiving your order. Provide your order number, the reason for the exchange, and any supporting photos if applicable.
Return Shipping Costs: Return shipping costs will be the customer’s responsibility, except in cases where the item is damaged, defective, or incorrect.
Condition of Returned Items: Items must be returned in their original condition, unused, and with all tags attached. Exchanges will be processed once the item has been received and inspected.
5. Exchange Processing
Processing Time: Exchanges will be processed within 7-10 business days after the returned item has been received and inspected.
Exchange Method: Customers will receive an upgraded product of equal or greater value as a replacement. We will ensure that the replacement item meets or exceeds the quality of the original purchase.
6. Exceptions
Supplier Issues: If a supplier is unable to fulfill an order, we will notify you as soon as possible. You will have the option to select an alternative product of equal or greater value.
7. Contact Us
For any questions or concerns regarding this refund policy, please contact our customer service team at bemourshop@gmail.com or wa.me/+250792957720.