Return Policy

Return Policy

Returns

We want you to be completely satisfied with your purchase. If you need to return an item, please follow the guidelines below:

Eligibility Criteria

  • Items must be unused, undamaged, and in their original packaging.
  • The return period is valid within 30 days from the date of delivery.
  • Products that are not eligible for return include perishable goods, intimate or sanitary goods, gift cards, downloadable software, and personalized items, unless they arrive damaged or defective.

Returns Process

  1. Contact our customer support team to initiate the return process. You can reach us via phone, email, or through the contact form on our website.
  2. Provide your order details, including the order number, item(s) you wish to return, and the reason for the return.
  3. Wait for our customer support team to review your request. Once approved, we will provide you with a Return Authorization Number (RAN) and further instructions on how to proceed.
  4. Package the item securely in its original packaging, including all accessories and documentation that came with it.
  5. Include the RAN on the return package to ensure proper identification and faster processing.
  6. Ship the package back to our designated return address using a traceable shipping method. Please note that return shipping costs are the responsibility of the customer.
  7. Once we receive the returned item and verify its condition, we will process your refund or exchange, based on your preference.

Refunds

Refunds will be issued in the same payment method used for the original purchase. Please allow 3-5 business days for the refund to reflect in your account, depending on your bank or payment processor.

Exchanges

If you wish to exchange an item, please follow the return process mentioned above and indicate your preference for an exchange. We will process the exchange once we receive the returned item and verify its condition. Exchanges are subject to product availability.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer support immediately. We will assist you in resolving the issue and provide you with options for a replacement, refund, or repair, based on the circumstances.

Contact Us

If you have any further questions or need assistance with your return, please don't hesitate to contact our customer support team:

  • Phone: +1-512-422-3520 / +250 0788 616 117
  • Email: [email protected]
  • Website: www.fezamarket.com/contact

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