Refund and Returns Policy

1. Eligibility for Returns and Refunds

In accordance with this Refunds and Return Policy and the SHREECOM Terms of Service, customers (“Buyers”) may request the return of purchased products (“Items”) and/or a refund, subject to the provisions outlined herein.

Buyers are permitted to initiate a return or refund request at any time, whether before or after the expiration of the designated SHREECOM Period, as specified in the Terms of Service.

2. Procedure for Returning Items

Buyers may request:

  1. A refund for Items that were not received (“Unreceived Items”), or
  2. A refund and/or return for Items that were received (“Received Items”) under the following conditions:
  3. The Item was defective or damaged upon delivery;
  4. The Item received does not match the agreed specifications (e.g., incorrect size, color, or other attributes);
  5. The Item delivered is substantially different from the Seller’s description in the product listing; or
  6. A private agreement has been reached with the Seller, with written confirmation provided to SHREECOM .

All return or refund applications must be submitted by email to online.sales @shreecom.africa, referencing Section 2.1 or 2.2 as appropriate.

If legal action is initiated against a Seller, the Buyer may provide formal notification from the relevant Rwandan authority to SHREECOM, requesting that purchase funds be held until a formal resolution is reached. SHREECOM reserves the right, at its sole discretion, to determine whether such funds will continue to be held.

2.1 Returns of Received Items
Buyers may submit a refund or return request within Seven (7) days of receiving the Item via a SHREECOM Supported Logistics partner, or from the estimated delivery date for other Items. If required, Buyers must ship the Item to a location designated by SHREECOM within Five (5) calendar days of the return request. Approval is subject to SHREECOM ’s sole discretion, and the Buyer agrees to abide by SHREECOM ’s final and binding decision.

2.2 Refunds for Unreceived Items
For Items to be delivered by SHREECOM Supported Logistics Partners, Buyers may request a refund if the expected delivery date has passed or if the item status has been updated to delivered, but the Item was not received. For other Items, a refund request may be submitted once the status in the SHREECOM app indicates shipment. Approval rests solely with SHREECOM , and its decision is final and binding.

If a refund or return request is rejected by SHREECOM and the Item has been received by SHREECOM , the company will arrange delivery of the Item to the Buyer’s address as per Section 2.

3. Condition of Returned Items

To facilitate a smooth return process, Buyers must return the Item, along with any complimentary accessories, in the original condition received. It is recommended that Buyers take photographs of the Item upon receipt to document its condition.

4. Responsibility for Return Shipping Fees

  1. If the Seller is at fault (e.g., the Item is damaged, faulty, or incorrect), the Seller will bear the return shipping fee.
  2. If the Buyer wishes to return an Item due to a change of mind, Buyer must obtain the Seller’s consent prior to the return, and will be responsible for the return shipping fee.
  3. If there is a dispute regarding responsibility for the return shipping fee, SHREECOM will determine liability at its sole discretion.

5. Processing of Refunds

Refunds will be processed once SHREECOM receives confirmation from its Warehouse department that the returned Item has been received, unless SHREECOM decides to expedite the refund or waives the requirement to return the Item. Refunds will be credited to the Buyer’s designated bank account or Mobile Money account, as applicable in Rwanda.