48 hours
For reporting a damaged or mismatched product upon delivery.
Return and Exchange Policy
We explain the return and exchange conditions and steps to ensure your request is handled clearly and easily.
10 days
To submit an exchange request according to the approved conditions.
Contact us
Send your order number, case details, and required photos.
Return and exchange duration and conditions
Customers can request a return within 10 days from receiving the order, provided the following conditions are met:
- The product is unused.
- The product is unopened.
- The product is in its original condition as delivered.
- The original packaging is intact.
- The invoice or proof of purchase is available.
Damaged or mismatched product
For damaged, defective, or mismatched products, the case is handled with priority and according to the approved policy.
- Contact us within 48 hours of receiving the product.
- Provide photos or video to clearly show the case.
- Keep the original packaging and accessories for review.
- The case is inspected before the final decision is issued.
How to submit a request
To request a return or exchange, please contact us via:
Phone: 07809655444
After reviewing and approving the request, our representative will be sent to collect the returned product.
Request steps
1
Contact us.
2
Send the order number and problem details.
3
Send photos or video when needed.
4
The request is reviewed and the customer is informed of the result.
Return and shipping costs
- The customer bears return transport costs.
- If a replacement or new item is requested, the customer also bears the new shipping costs.
Compensation or Store Credit
If the return is accepted, cash is not refunded. Instead, a store credit voucher equal to the amount is issued for shopping from RWADY.
Exchangeable products
After case inspection and confirmation of a manufacturing defect, compensation is provided through one of the approved options:
- Replace with a new product of the same type if available.
- Or issue a store credit voucher for the product value.
Non-returnable products
Returns are not accepted in the following cases:
- The product has been used.
- The original packaging has been opened.
- The product is damaged due to misuse.
- The product is missing original accessories.
- Personal care products after opening or use.
- Discounted or special-offer products, unless a verified manufacturing defect exists.
Important notes
- Any product returned without prior request or company approval will not be received.
- Rwady General Trading Company reserves the right to inspect the product before accepting return or exchange.
Contact card
For any return or exchange inquiry, contact us through the following channels:
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