RETURNS
Ordered items can be returned within 7 days after delivery.
You can return an item if:
- the item is counterfeit or defective.
- The order is wrong or the item damaged.
When returning an item:
- Ensure all seals, tags and accessories are left intact and item is in its original packaging.
- Present the original carton and packaging material for a smooth and easy return.
- Remove passwords or any customization setting you may have made on devices (where applicable)
CONDITIONS FOR RETURNS
- All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.
- Any items returned without original documentation will be rejected.
- Before shipping a return, photograph the item for your records.
- We may test computers that are returned because they didn’t start when they arrived and impose a customer fee equal to 15 percent of the product sales price if the customer misrepresents the condition of the product.
- Any returned desktop, laptop or tablet that is damaged through customer misuse, is missing parts, or is in unsellable condition due to customer tampering may result in the customer being charged a higher restocking fee based on the condition of the product.
- New, used, and refurbished products purchased from Marketplace vendors are subject to the returns policy of the individual vendor.
- Before returning items on which you’ve saved personal information, such as laptops, cameras, or other electronic devices, erase this information completely.
- Returned products shall be accepted and refunds issued by Reumssky, for and on behalf of the seller.
- Changes to our returns page or refunds page shall be effective in respect of all purchases made from the date of publication of the change on our website.
- Reumssky shall handle all returns of products by buyers and acceptance of returned products by sellers in accordance with our terms and conditions guiding the marketplace.
- Acceptance of returns shall be in our discretion, subject to compliance with applicable laws of the territory.
- Conditions guiding the marketplace can be changed or amended at any time.
- Reumssky shall handle all refunds in our discretion and in accordance with our rules guiding Refunds.
- Courses and software downloads are not returnable after purchase.
- Digital educational resources that have not yet been downloaded can be returned within seven days of purchase.
- Gift cards and vouchers are not returnable.
- Reumssky does not accept the return of hazardous materials, including flammable liquids or gases. Contact the manufacturer directly for service, warranty, return, and refund information.
- Any item returned without original documentation will be rejected.
- Items that have been damaged, resized or altered after delivery won’t be accepted for return.
- Live indoor plants and fresh flowers are not returnable but may be refundable.
- If a product is damaged after delivery, we will help arrange a free refund or replacement
- Luxury items must be returned in new, unused, and unaltered condition. This includes any attached tags (product tags and security tags), and where applicable, hygiene seals.
- Product packaging and documentation should be returned with luxury items. Product documentation includes grading, warranty cards, any certificate of authenticity.
- For appliances, unbox the item and ensure that it is not broken or damaged. If it is, you can decline it. The delivery person will help arrange a refund or replacement.
- For product registration and warranty-related information, contact the manufacturer directly.
- Software and video games can be returned for a full refund within 7 days of purchase.
- Flammable liquids, gases, and other dangerous materials are not returnable.
- Phone cards or prepaid game cards are not returnable, except in really peculiar cases.
- NOTE: (i) The refunded amount will include the delivery fees amount you were charged; (ii) Refund and return timeline might take longer in some locations; (iii) the original shipping fee will not be refunded if the return is not caused by an error from Reumssky.
REFUNDS
A customer is refunded for goods returned after proper check and confirmation. There are conditions guiding refunds. Most times, refunds are not processed immediately.
We can make refunds in various forms:
- The exact price of the returned product
- A percentage of the price if we discover the product is not returned in good condition.
- Refunds can be made in form of vouchers, store credits, and wallet refunds.
- Refunds can also be made through mobile money transfer, bank transfers or other methods as we may deem fit
DURATION FOR REFUNDS
See the Returns Centre for more details. When returning an item, you have the option to choose your preferred refund method.
It can take up to two weeks for us to receive and process your return. At Reumssky, we process returns within 3-5 business days after the carrier delivers the item to our warehouse. It is when your return is completely processed that we issue a refund through your preferred payment method. You can Track Your Return while it goes through this process.
- If your preferred refund method is “refund to your credit/bank card”, an email will be sent to notify you that the refund has been made. However, you will not receive the refund immediately because financial institutions take additional time (3 – 7 business days) to credit the refund to your account. Refer to following table for more details.
- If your preferred refund method is “bank transfer”, refund will be processed directly into the bank account provided. It takes up to 2 – 5 business days for your bank to credit the refund to your account.
- If your chosen refund method is “Voucher”, note that the value placed on the voucher will be equal to the amount of the product purchased (that is, the amount that ought to be refunded). You can use the refund voucher as voucher code to buy any item on the Reumssky website. The refund voucher lasts for 200 days and you can only use the voucher within this period. You can use the refund voucher or several purchases until the balance is 0.
- If you had paid for the returned item using a voucher, your refund will be processed into your store credit.
- A cash refund takes up to 10 business days and will be carried out at a participating location.
PARTIAL REFUNDS
In some cases, a complete refund is not made based on the conditions the item is returned in, amongst some other factors:
- 80% of the item price is refunded when the item is returned after the agreed upon 7days of return, even if the item is returned in good condition.
- Only 50% of the item price is refunded for opened CDs, DVDs, VHS tapes, cassette tapes, or vinyl records (taken out of its plastic wrap).
- For items returned with damaged or missing parts, not returned in original condition or have obvious signs of use for reasons not due to the seller or Reumssky’s error, 50% of the item price is returned.
- For software or video games opened for reasons not due to our error or the seller’s, there is no refund.
To check the return window for an item you’ve ordered, go to Your Orders and select Return or Replace Items.
INSTANT REFUNDS
Instant refunds are refunds made to your credit card or issued as a voucher. If you want to use your refund without waiting for us to process your return, you can select the Instant Refund option, if available. Remember that you will still need to return your items within 7 days.
ITEMS THAT ARE NOT ELIGIBLE FOR REFUND
- Some health and personal care orders
- Any product missing the serial number or UPC
- Computer laptops and desktops more than 30 days after delivery
- Grocery products
- Items classified as hazardous materials or that use flammable liquids or gases (contact the manufacturer directly for service, warranty, return, and refund information)
- Open software
- Downloadable software products
- Online subscriptions after they have been accessed
- Gift cards (except as required by law)
- Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.)
- Some jewelry orders
- Items with special shipping restrictions
- Live insects
ITEMS THAT CANNOT BE RETURNED
Some items can be replaced or refunded, but not returned. Such as:
- Grocery items
- Wines
- Photos
- Medication
- Gifted items (vouchers, can’t be returned)
