Returns & Refund Policy
We can do more for you
Last updated: 3rd Jan 2026
At RwandaMart, we strive to ensure customer satisfaction. This Returns & Refund Policy outlines the conditions under which products may be returned and refunds issued when purchases are made through https://rwandamart.rw/
By placing an order on our platform, you agree to this policy.
1. Eligibility for Returns
You may request a return if:
- The item received is damaged, defective, or faulty
- The item received is incorrect or does not match the description
- The item is missing parts or accessories
To be eligible for a return:
- The request must be made within 48 hours of delivery
- The item must be unused, unworn, and in its original packaging
- Proof of purchase (order number or receipt) must be provided
2. Non-Returnable Items
The following items are not eligible for return or refund unless defective:
- Perishable goods (food, beverages, flowers)
- Personal care items (cosmetics, hygiene products)
- Digital products or downloadable content
- Items marked as “Final Sale”
- Items damaged due to misuse or negligence
3. How to Request a Return
To initiate a return:
- Contact us at rwandamart@i-posita.rw
- Provide your order number, reason for return, and supporting photos (if applicable)
- Our support team will review your request and provide return instructions
Unauthorized returns may not be accepted.
4. Return Shipping
- If the return is due to an error on our part (wrong item, damaged, defective), return shipping costs will be covered by RwandaMart or the seller.
- If the return is due to customer preference (where allowed), the customer may be responsible for return shipping costs.
5. Refunds
Once the returned item is received and inspected:
- Approved refunds will be processed within 5–10 business days
- Refunds will be issued using the original payment method or an alternative method where applicable
Shipping fees are non-refundable, unless the return is due to our error
6. Exchanges
Where possible, we may offer an exchange instead of a refund:
- Subject to product availability
- Exchanges follow the same eligibility conditions as returns
7. Late or Missing Refunds
If you have not received a refund:
- Check your bank or mobile money account
- Contact your payment provider
Then contact us at rwandamart@i-posita.rw for assistance
8. Marketplace Sellers
Some products are sold by third-party sellers on RwandaMart.
- Return and refund decisions may involve the seller
- Seller-specific return conditions may apply and will be clearly stated on the product page
RwandaMart acts as a facilitator and will assist in dispute resolution where necessary.
9. Abuse of Returns
We reserve the right to refuse returns or refunds if:
- The policy is abused
- Repeated unreasonable return requests are made
- Fraudulent activity is suspected
9. Abuse of Returns
For questions or assistance with returns or refunds, contact:
📧 rwandamart@i-posita.rw
📞 +25 0791 945 679