Refund policy

At KigaliCart, customer satisfaction is important to us. We provide a clear and fair return and refund policy for eligible products.

Return Period
You may request a return or exchange within 14 days from the date you receive your order.

To be eligible for a return, the item must be:
- Unused
- In the same condition as received
- In its original packaging as much as possible
- Supported by photos or videos if required

Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and provide:
- Your order number
- Clear photos of the item
- A photo of the outer packaging
- A short video showing the issue, if possible

After reviewing the case, we may offer one of the following:
- A replacement
- A partial refund
- A full refund

Non-Returnable Items
We do not accept returns for:
- Used items
- Items damaged after delivery by the customer
- Personal-use, hygiene, or food-contact items once opened
- Final sale or clearance items, unless they arrive damaged or incorrect
- Return requests made after the allowed return period

Return Shipping Costs
If the issue was caused by us, such as a wrong or damaged item, we will provide an appropriate solution. If the return is requested for personal reasons, the customer may be responsible for return shipping costs. Original shipping fees may be non-refundable.

Refund Processing Time
Approved refunds are processed within 5-10 business days after the return is approved or after sufficient proof is reviewed. The time for the refund to appear depends on the payment provider or bank.

Delayed Orders
Since we operate using international shipping and dropshipping, delivery times may vary. Orders are not considered lost or refundable due to delay unless they significantly exceed the estimated delivery time shown on the store.

Order Cancellation
Orders may be canceled within 12 hours of purchase if they have not yet been processed or shipped.

Contact for Returns
For return or refund requests, please contact:
mqtradingrwanda@gmail.com

Please include:
- Full name
- Order number
- Reason for the request
- Photos or videos if the item is damaged or incorrect

We usually respond within 1-3 business days.