Shipping & Delivery Policy
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Last updated: 3rd Jan 2026
This Shipping & Delivery Policy explains how orders placed on RwandaMart (“we”, “us”, “our”) are processed, shipped, and delivered. By placing an order through https://rwandamart.rw, you agree to the terms outlined below.
1. Order Processing
- Orders are processed after payment confirmation
- Processing time is typically 1–2 business days, excluding weekends and public holidays
- Customers will receive an order confirmation once processing begins
Some products may require additional processing time depending on the seller or item type.
2. Delivery Coverage
RwandaMart currently delivers to:
- Kigali City
- Selected locations within Rwanda
Delivery availability may vary depending on:
- Seller location
- Product type
- Customer address
3. Delivery Timeframes
Estimated delivery times:
- Kigali City: 1–3 business days
- Outside Kigali: 2–5 business days
Delivery times are estimates and may be affected by:
- Weather conditions
- Traffic
- Public holidays
- Courier availability
- Seller preparation time
4. Shipping Fees
- Delivery fees are calculated based on location, distance, and order size
- Shipping costs are displayed at checkout before payment
- Promotional free delivery offers may apply for selected products or campaigns
5. Delivery Partners
Deliveries may be handled by:
- RwandaMart’s in-house delivery team
- Third-party logistics partners
- Independent sellers (where applicable)
We ensure all partners meet basic service and safety standards.
6. Customer Responsibilities
To ensure smooth delivery, customers must:
- Provide a complete and accurate delivery address
- Provide a reachable phone number
- Be available to receive the order at the agreed delivery time
Failure to meet these conditions may result in:
- Delivery delays
- Additional delivery charges
- Order cancellation in extreme cases
7. Missed or Failed Deliveries
If delivery fails due to:
- Incorrect address
- Unreachable phone number
- Customer unavailability
We may:
- Attempt re-delivery (additional charges may apply)
- Hold the order for a limited time
- Cancel the order if delivery is not possible
8. Order Tracking
Where available, customers may:
- Receive delivery updates via SMS, email, or phone call
- Contact customer support for delivery status
9. Damaged or Missing Items
If your order arrives:
- Damaged
- Incomplete
- Incorrect
Please:
- Notify us within 24 hours of delivery
- Provide photos or evidence where possible
Such cases will be handled according to our Returns & Refund Policy.
10. Marketplace Sellers
Some products on RwandaMart are fulfilled by third-party sellers.
- Delivery times and methods may vary
- Seller-specific shipping details will be shown on the product page
RwandaMart will assist in resolving delivery-related disputes where necessary.
11. Force Majeure
We are not responsible for delivery delays caused by circumstances beyond our control, including:
- Natural disasters
- Government restrictions
- Strikes
- Network or transportation disruptions
12. Contact Us
For questions or assistance related to shipping or delivery, contact us:
📧 rwandamart@i-posita.rw
📞 +25 0791 945 679
📍 KN 4 St, IPOSITA Building, Kigali