Umusirimu.com Refund & Return Policy

At Umusirimu.com, Rwanda’s trusted home appliance store, we are committed to delivering high-quality products and excellent customer service. We understand that sometimes returns or exchanges may be necessary, and our policy ensures a smooth and transparent process for our valued customers.

1. Exchanges (Defective or Damaged Items Only)

We only accept exchanges for items that are defective or damaged upon delivery. If you receive a faulty appliance, please contact us within 48 hours of delivery at support@umusirimu.com or call our customer service team.

To be eligible for an exchange:

• The item must be unused, in its original condition, and in the original packaging.
• You must provide proof of purchase (receipt or order confirmation).
• We will inspect the returned item before approving the exchange.

Once approved, we will replace the item with the same model. If the exact model is unavailable, we may offer an alternative of equal value.

2. Non-Returnable Items

For hygiene, safety, and operational reasons, the following items are not eligible for returns or exchanges:

• Used or installed appliances.
• Items without original packaging or accessories.
• Personal care and hygiene appliances (e.g., electric toothbrushes, shavers, hairdryers).
• Clearance or sale items (unless defective upon arrival).
• Items that have been damaged due to misuse, accidents, or improper handling.

3. Refunds (If Applicable)

Refunds are only issued under exceptional circumstances, such as receiving a defective product that cannot be replaced. If approved, refunds are processed as follows:

• The refund will be credited to the original payment method within 7–14 business days.
• Mobile Money refunds may take up to 5 business days.
• Refunds will be issued minus any applicable return shipping fees.

To request a refund, email support@umusirimu.com with your order number, photos of the issue, and a detailed explanation.

4. Late or Missing Refunds

If you haven’t received your refund yet:

1. Check your bank or mobile money balance.
2. Contact your credit card provider (some banks take longer to process refunds).
3. If more than 14 business days have passed, contact us at support@umusirimu.com.

5. Return Shipping & Costs

• Customers are responsible for return shipping costs, which are non-refundable.
• We will provide the return address once your request is approved.
• If the return is due to an error on our part (wrong item sent), we will cover the return shipping costs.

6. Gift Returns

• If the item was marked as a gift and shipped directly to you, you will receive store credit for the value of the returned item.
• If the gift was sent to the gift giver, the refund will be issued to them instead.

7. How to Start a Return or Exchange

1. Contact us via support@umusirimu.com or call our customer service team.
2. Provide your order number, reason for return, and clear photos (if applicable).
3. Wait for return approval and receive the designated return address.
4. Ship the item and provide us with a tracking number (if applicable).

For any further assistance, feel free to reach out to support@umusirimu.com or call our customer service team.

We appreciate your trust in Umusirimu.com and remain committed to providing you with the best shopping experience for home appliances in Rwanda.