ROOTS RWANDA

Return & Refund Policy

Last Updated: August 4, 2026

At Roots Rwanda, we are committed to providing high-quality products and excellent customer service. If you are not fully satisfied with your purchase, please review the following Return & Refund Policy.

1. Return Period

You may request a return within 3 calendar days from the date your order is delivered.

Requests made after this period will not be accepted unless required by applicable law.

2. Product Inspection Upon Delivery

To ensure customer satisfaction, you have the right to inspect your order immediately after successful payment and before leaving the collection point or in the presence of a Roots Rwanda staff member or authorized representative.

You may open the package only to verify that:

• The correct product has been delivered.
• The product is free from visible defects or shipping damage.
• The quantity, size, colour, and specifications match your order.

If any issue is identified during this inspection, it must be reported immediately to the Roots Rwanda staff member or authorized representative so that appropriate action can be taken.

Acceptance of the product after inspection confirms that it has been received in satisfactory condition.

3. Return Eligibility

A product may be returned only if it meets all of the following conditions:

• The return request is made within 3 calendar days of delivery.
• The product is unused and in its original condition.
• The product remains in its original packaging with all labels, seals, accessories, manuals, and promotional items (if applicable).
• Proof of purchase or the order confirmation is provided.

4. Items That Cannot Be Returned

For hygiene, safety, and quality assurance reasons, the following items are not eligible for return or refund:

• Products that have been opened, unsealed, or used after acceptance.
• Cosmetics, skincare, perfumes, fragrances, personal care, and hygiene products once opened.
• Products with broken or removed security seals.
• Customized or personalized products.
• Clearance, promotional, discounted, or Final Sale items.
• Gift cards, vouchers, or digital products.
• Products damaged through misuse, negligence, improper storage, or accidental damage.
• Products that naturally deteriorate quickly or have passed their expiry date.

5. Damaged, Defective, or Incorrect Products

If you receive a product that is:

• Damaged during delivery,
• Defective due to manufacturing,
• Incorrect, or
• Incomplete,

please notify Roots Rwanda within 48 hours of delivery.

To help us process your request quickly, please provide:

• Your Order Number
• Clear photos of the product
• Photos of the package (if applicable)
• A brief description of the issue

After verification, Roots Rwanda will determine whether a replacement, exchange, store credit, or refund is appropriate.

6. Refunds

Once a returned product has been received and inspected, we will notify you of the outcome.

If approved:

• Refunds will be processed within 7–14 business days.
• Refunds will be issued using the original payment method whenever possible.
• Where the original payment method does not support refunds, an alternative method or store credit may be offered.

Shipping, delivery, Cash on Delivery (COD), and other service charges are non-refundable unless the return is due to an error by Roots Rwanda.

7. Return Shipping

Unless the return is due to an incorrect, damaged, or defective product supplied by Roots Rwanda, customers are responsible for all return shipping costs.

Returned products should be securely packaged to prevent damage during transit.

Return Address

Roots Rwanda
UTC Building
Kigali, Rwanda

8. Order Cancellation

Orders may be cancelled only before they have been processed or dispatched.

Once an order has been shipped or handed over for delivery, cancellation is no longer possible. Any request after dispatch will be handled in accordance with this Return & Refund Policy.

9. Right to Refuse Returns

Roots Rwanda reserves the right to refuse any return or refund request if:

• The request is made after the 3-day return period.
• The product has been opened, unsealed, used, washed, or altered after acceptance.
• The product is returned without its original packaging or accessories.
• The returned product is damaged due to customer misuse.
• The product does not meet the eligibility requirements outlined in this policy.
• The product falls under the list of non-returnable items.

10. Consumer Rights

Nothing in this policy limits or excludes any rights available to consumers under the applicable consumer protection laws of Rwanda.

11. Contact Us

If you have any questions or wish to request a return or refund, please contact our Customer Support team through our website:

Website: https://rootsrwanda.rw/

Or visit our store:

Roots Rwanda
UTC Building
Kigali, Rwanda