RETURN AND REFUND

Abelia Customer

Did you receive a wrong, damaged, defective product(s) or product(s) with missing parts? No worries, our support & operations team are here to assist you in the best possible manner. Our goal is to provide customers with outstanding services.

Return Policies & Procedure

The customer can return a wrong, damaged, defective, or missing part / incomplete product. In case of damaged product, the customer should inform the assigned courier company and Abelia Technology within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.

The customer must meet the following conditions to return any product::

• The customer must contact us within 7 days of the delivery.
• The product should be in resalable condition.
• The product should be in its original packaging including the brand’s box, user manual and warranty card.
• The product must be returned by the customer in its entirety with all accompanying accessories or free gifts present therein.
The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product. The customer must provide/upload all the required images & videos with a short-detailed description that will help the team investigate the case. .

Product categories & conditions not eligible for return

• Specific categories like innerwear, lingerie, beauty products, perfumes/deodorant, and clothing freebies, grocery & gourmet, jewellery, pet supplies, books, music, movies, batteries, etc., are not eligible for return and refund.
• Products with missing labels or accessories.
• Digital products.
• Products that have been tampered with or have missing serial numbers.
• A product that has been used or installed by the customer.
• Any product not in its original form or packaging.
• Refurnished products or pre-owned products are not eligible for returns.
• Products that are not damaged, defective, or different from what was originally ordered.

Refund Policies & Procedure

In the event of a return, the refund process will begin only after the product has been received, inspected & examined at our warehouse facility, indicating that it meets the eligibility criteria. Refund approval or rejection depends upon the investigation carried out by the responsible team. Once we initiate a refund, it will take approximately 7-10 business days for the amount to reflect in the original payment method. However, the same varies according to the bank's settlement standards. Please contact our support team for more information or +250782589505 / account@abelia.rw. Custom, duties, taxes, and VAT refund policy in case a wrong, damaged, defective product(s) or product(s) with missing parts:
• If the customer was charged customs, duties, taxes, or VAT upfront by Abelia, the amount will be refunded on the payment gateway.
• If the custom, duties, taxes, or VAT were not charged upfront by Abelia.
Kindly note that customs duties, taxes, and VAT will not be refunded except when a wrong, damaged, defective, or missing part / incomplete product is delivered.

Refund Policies & Sale Items

Products which are part of any sale/promotional offer cannot be refunded unless they are flawed.