RETURNS & EXCHANGES

RETURN POLICY

We accept returns within 30 days of purchase. To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• In its original packaging with all tags attached
• Accompanied by the original receipt or proof of purchase
• Free from any signs of wear, washing, or alterations

Items that do not meet these conditions will not be accepted for return.

NON-RETURNABLE ITEMS

The following items cannot be returned:

• Customized or personalized items
• Underwear and intimate apparel (for hygiene reasons)
• Items marked as final sale or clearance
• Gift cards
• Items without tags or in damaged packaging

HOW TO INITIATE A RETURN

To start a return, please follow these steps:

1. Contact our customer service team at info@support.com or (+233) 029 000 000 within 30 days of receiving your order
2. Provide your order number and details about the item(s) you wish to return and the reason for the return
3. Receive return authorization - Our team will provide you with a return authorization number and instructions
4. Pack your item securely in its original packaging with all tags attached
5. Ship the item back to the address provided by our customer service team

Please note: Unauthorized returns sent back without prior approval may not be processed.

RETURN SHIPPING

Customer Responsibility: Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent, defective product, etc.).

Shipping Insurance: We recommend using a trackable shipping service and purchasing shipping insurance for returns. We are not responsible for items lost or damaged during return shipping.

Our Error: If the return is due to our mistake (wrong item, defective product), we will cover the return shipping costs and provide a prepaid return label.

REFUND PROCESS

Once we receive your returned item, we will inspect it to ensure it meets our return criteria. If approved:

• Refunds will be issued to the original payment method within 5-7 business days
• You will receive an email confirmation once your refund has been processed
• Depending on your bank or card provider, it may take an additional 3-5 business days for the refund to appear in your account
• Original shipping costs are non-refundable unless the return is due to our error

If your return is rejected due to not meeting our return criteria, the item will be shipped back to you at your expense.

EXCHANGE POLICY

We offer exchanges for different sizes or colors of the same item, subject to availability. To request an exchange:

1. Contact our customer service team within 30 days of receiving your order
2. Specify the item you want to exchange and what you'd like in return
3. Follow the return process outlined above
4. Once we receive and approve your return, we'll ship the exchange item at no additional cost

If the item you want to exchange for is not available, we will issue a full refund instead.

DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item, please contact us immediately (within 48 hours of delivery) at info@support.com with:

• Your order number
• Photos of the damaged or defective item
• A description of the issue

We will arrange for a replacement or full refund (including shipping costs) at no charge to you.

WRONG ITEM RECEIVED

If you receive the wrong item, please contact us within 48 hours of delivery. We will arrange for the correct item to be sent to you at no additional cost and provide a prepaid return label for the incorrect item.

ORDER CANCELLATIONS

Orders can be cancelled within 24 hours of placement if they have not yet been processed for shipping. Once an order has been shipped, it cannot be cancelled, but you may return it following our standard return policy.

QUESTIONS ABOUT RETURNS?

If you have any questions about our return and exchange policy, please don't hesitate to contact us:

Email: info@support.com
Phone: (+233) 029 000 000