We accept refunds and exchanges.
What is Hebuza.com’s Return and Exchange Policy? How does it work?
Hebuza.com’s returns and exchange policy gives you an option to return or exchange items purchased on Hebuza.com for any reason within the specified return/exchange period. We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition.
Our policy lasts 2 days after receiving your order. If 2 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
Product with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 2 days after delivery.
The following EXCEPTIONS and RULES apply to this Policy:
· Precious Jewelry, Cosmetics, Socks, Deodorants, Perfumes, Briefs, Shapewear Bottoms, any Lingerie Set that includes a Brief, Swimwear, Mittens, Wrist-Bands cannot be exchanged or returned.
· Some products like fine jewellery, watches and selected products which are susceptible to damage can only be returned/exchanged for a limited number of days.
· All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box).
- Under Exchange Policy,
a) If you choose to exchange the item purchased by you on Hebuza.com within the specified exchange period for the same size or different size of same style, you will be provided with a replacement of the item, free of cost.
b) If you choose to exchange item purchased by you on Hebuza.com for any other item of the same or different value from Hebuza.com. In such case, if exchanged item is of the higher value, differences in amount will be charged to you and if exchanged item is of the lower value, differences in amount will be refunded to you post successful pick up of original item from you.
c) Net amount paid by you (excluding instant cashback/discount) to purchase original item will be considered to calculate difference in amount of original and exchanged item which will be payable by you or refundable by Hebuza.com as the case may be, for an exchange.
d) Applicable refund for exchange will be trigger post successful pick of original item from you.
e) Item cannot be exchanged for multiple products and you are allowed to select single item for exchange. While customer can exchange multiple item at a time by initiating separate exchange request for each of the item.
f) Non- returnable products/categories cannot be exchanged.
g) Hebuza.com shall reserve the right to restrict exchange of the items purchased on Hebuza.com if customer in any way breaches or misuse this policy, as determined in Hebuza.com’s sole discretion.
h) If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
i) If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.
Following are the terms and conditions that constitute our Shipping Policy.
Shipment processing time
All orders are processed the same day the order is placed, excluding weekends. Orders are not shipped or delivered on holidays.
If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
Shipping zones & rates
We currently deliver to Kigali at no extra cost for the order above 50,000Frw. For deliveries to other domestic locations outside Kigali we will call you for extra arrangements and rates.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 7 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email