# Refund and Returns Policy

URL: https://rwandamountaintea.com/refund_returns/
Updated: 2026-04-02
Site: Rwanda Mountain Tea Group

# **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