How to make a return

Something wrong with your item? Send a return request from your order and keep the conversation in one place.

Start within seven days of delivery. Check the request deadline shown on your return form. Some products have special return conditions; check the product’s return information.

This website guide uses an example request. Tap any screenshot to enlarge it.

1Open your order

Sign in to My Account using the account you ordered with. Open Your orders, choose the order and select Return/Refund.

If you’ve already submitted a request, this opens your existing return so you can continue from where you stopped.

Example order details showing the Return/Refund action — Use Return/Refund to start an eligible request or revisit one you’ve already saved.

Can’t see Return/Refund? A new request may be outside the seven-day window or the item may have special conditions. Contact our support team with your order number so we can help.

2Tell us what happened

Check the product and quantity. For an order with several eligible products, select the affected items. A single eligible product is selected for you.

Choose the Reason and your Preferred solution: refund, replacement or repair. In What happened?, explain the problem and any checks you’ve already tried.

Reasons include an item not working correctly, damage on arrival, an incorrect item, a missing item or part, or an item that differs from its description. Change of mind is not covered by ordinary returns.

Add photos or videos if they help. Use the file picker below your explanation. Show the problem clearly, including any damage, missing part or incorrect item.

Supported files: JPG, PNG or WebP photos (up to 10 MB each), and MP4 or WebM videos (up to 50 MB each). You can share up to five photos and two videos across the whole return.

Return form with product, quantity, reason, preferred solution, explanation and optional photo or video picker — Include a clear explanation; photos and videos are optional.

3Submit your request

Review your details and select Submit request. Look for Your request is saved. Your request then appears in a conversation with its own return reference.

Your explanation and any successfully uploaded photos or videos stay with this return. If an attachment does not upload, follow the on-screen retry guidance for the saved request.

Saved example return request showing its reference, requested status and original explanation in the conversation — Your saved request becomes the first part of the conversation.

4Follow the conversation

Our support team will review your request and may ask a question or explain the next step. Use the same return conversation to reply and share any additional photos or videos when those options are shown.

To come back later, open Return/Refund on the same order, or use Returns & support in My Account. You don’t need to fill in the request again.

Return conversation showing approval instructions, reply box, photo or video upload and Return progress — Keep replies, photos, videos and progress together in the same return.

5Agree the return arrangements

Once your return is approved, repack the item in its original packaging, if available. Include all accessories and items that came with it.

A member of our support team will call you to confirm the arrangements. We’ll agree pickup-station drop-off or a staff-approved courier method and any transport cost before you send the item.

Wait for the agreed instructions before dispatching the item. Return approval means we can proceed with the return; it does not mean a refund has already been paid.

6Check the progress and outcome

Open Return progress in the conversation to see the updates for your case, such as approval, item received, checking your item and the agreed solution.

After reviewing the item, our team will agree a refund, replacement or repair with you and keep you updated here. Your preferred solution helps us understand what you want.

For a refund, follow the team’s instructions to confirm the payment details. We can arrange Wallet credit or an MTN Mobile Money or Airtel Money refund as agreed. Normal item refunds exclude the original delivery charge. Never share your PIN or OTP.

Look for the refund confirmation or the final replacement/repair update. The order’s delivery tracking and your return progress are separate.

Need to cancel your return?

If Cancel this return is available, read the warning before confirming. Cancellation is final: you won’t be able to start another return for that order or send more messages or files in that return.

If you only want to change your preferred solution or the drop-off arrangements, tell our support team in the conversation instead.

For the full conditions, read our Return & Refund policy. Need help finding an order? Contact Us.