When we issue refunds
We issue a refund when:
- a return or claim for a damaged, incorrect or defective product is approved under our Return Policy; or
- we cancel an order you have already paid for, for example because a product is unavailable, there is an error in the price or description, or we cannot verify your payment.
How refunds are approved
Refund approvals are subject to inspection of the product. Once we have reviewed your claim, we will confirm the outcome by email or phone, and tell you the amount to be refunded and when to expect it.
How refunds are paid
Online Payments. Refunds for online payments are returned to the original payment method, whether card or mobile money, subject to the payment provider’s processing time.
Cash on Delivery. Because there is no original online payment, we will agree a refund method with you, such as mobile money or bank transfer.
How long refunds take
We process approved refunds promptly. After we send a refund, the time it takes to appear depends on your bank, card issuer or mobile money provider, which we do not control. If a refund has not arrived after a reasonable time, contact us with your order number and we will help you trace it.
What is refunded
We refund the price you paid for the affected products. Whether delivery charges are refunded depends on the reason for the refund, and we will confirm this when we approve your claim.
What is not refundable
For hygiene and safety reasons, opened or used products are not refundable unless they are defective. Products damaged after delivery through misuse or incorrect storage are also not refundable.
Cancelling an order
If you want to cancel an order, contact us as soon as possible with your order number. If it has not yet been dispatched we will do our best to cancel it and refund you. If it has already been dispatched, our Return Policy applies.
Your legal rights
Nothing in this policy limits any rights you have under Ghanaian consumer protection law.
Contact us
Questions about a refund? Email sales@sekafghana.com or visit our contact page.