Returns & Refund Policy

Effective Date: 01 Aug 2024

At Rwanda Mountain Tea, we strive to ensure that our customers are satisfied with their purchases. If for any reason you are not completely satisfied with your purchase, we are here to help.

1. Returns

1.1 Eligibility for Returns:

• You have 5 calendar days to return an item from the date you received it.
• To be eligible for a return, your item must be unused and in the same condition that you received it.
• Your item must be in the original packaging.
• You must have the receipt or proof of purchase.

1.2 Non-Returnable Items:

• Perishable goods such as food, flowers, newspapers, or magazines cannot be returned.
• We also do not accept returns for hazardous materials, flammable liquids, or gases.

1.3 Return Process:

• To initiate a return, please contact our customer service team at salesmarketing@rwandamountaintea.com with your order number and the reason for the return.
• Once your return is approved, we will provide you with instructions on how to return your item.

2. Refunds

2.1 Refund Process:

• Once we receive your item, we will inspect it and notify you that we have received your returned item.
• We will immediately notify you of the status of your refund after inspecting the item.
• If your return is approved, we will initiate a refund to your original method of payment.
• You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

2.2 Late or Missing Refunds:

• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company; it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund, please contact us at salesmarketing@rwandamountaintea.com.

3. Exchanges

3.1 Exchange Policy:

• We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at salesmarketing@rwandamountaintea.com with details of the product and the issue.

4. Shipping

4.1 Return Shipping:

• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
• If you receive a refund, the cost of return shipping will be deducted from your refund.

4.2 Shipping Time:

• Depending on where you live, the time it may take for your exchanged product to reach you may vary.

4.3 Lost or Damaged Returns:

• We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

5. Contact Us

If you have any questions on how to return your item to us, please contact us at:

Rwanda Mountain Tea
Email: info@rwandamountaintea.com
Phone: +250 788 191 400
Address: Street KG 438, Kinyinya – Gasabo