Refund and Returns Policy

At Ezeymall, your satisfaction is important to us. We want you to shop with confidence and enjoy a smooth, reliable shopping experience. If you receive a product that does not meet your expectations or has a problem, we are here to help.

  1. Return Eligibility You may request a return within 7 days of receiving your order, provided that:
  • The item is unused, unworn, and in its original condition.
  • The product is returned with its original packaging, tags, accessories, and proof of purchase.
  • The item is eligible for return under this policy.

Some products may not qualify for returns for hygiene, safety, or other legitimate reasons. Any applicable exclusions will be communicated to customers.

  1. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact Ezeymall within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number.
  • A description of the problem.
  • Clear photos or videos showing the item and its condition.

After reviewing your request, we will advise you on the next steps, which may include a replacement, refund, or another appropriate resolution.

  1. Refund Policy

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed to the original payment method where possible. If that is not available, we will discuss an appropriate alternative with you.

Please allow 5–10 business days after refund approval for processing. The time it takes for the money to appear in your account may depend on your payment provider.

  1. Exchanges

If you receive a damaged or defective product, or an incorrect item, please contact our customer support team to arrange an appropriate solution.

Exchanges for other reasons, such as size or colour preferences, are subject to product availability and approval.

  1. Return Shipping Costs

  • If an item is damaged, defective, or incorrectly delivered, Ezeymall will arrange or cover reasonable return shipping costs, subject to applicable law.
  • If you request a return for personal reasons, you may be responsible for the return shipping costs, where permitted by law.
  • We will explain any applicable shipping charges before you send an item back.

  1. Non-Returnable Items

Where legally permitted, certain items may not be eligible for return, including:

  • Personal-care or hygiene products that have been opened or used.
  • Perishable goods.
  • Digital products that have been accessed or downloaded.
  • Items clearly marked as non-returnable before purchase.

These exclusions do not remove any rights you may have under applicable consumer protection laws.

  1. How to Request a Return or Refund

To start a return or refund request:

  • Contact Ezeymall customer support using the contact details on our website.
  • Provide your order number and explain the reason for your request.
  • Include photos or videos if the item is damaged, defective, or incorrect.
  • Wait for our instructions before sending the item back.
  • Once the return is reviewed, we will communicate the outcome and any applicable refund arrangements.

Please do not send products to an address without receiving return instructions from our team.

  1. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. We will try to cancel it before it is processed or dispatched.

Orders that have already been dispatched may need to follow our return procedure.

  1. Late or Missing Refunds

If you have not received an approved refund within the expected timeframe, please:

  • Check your bank account or mobile money transaction history.
  • Contact your payment provider to confirm whether the refund is pending.
  • Contact Ezeymall support with your order number and refund confirmation details.

Our team will help you investigate the matter.

  1. Contact Ezeymall

For questions about returns, exchanges, or refunds, please contact our customer support team through the contact information provided on the Ezeymall website.

Ezeymall — Shop with Confidence. Shop with Ease.

We appreciate your trust in Ezeymall and look forward to serving you better every time you shop with us.

This policy is intended as a general business template. It does not limit any consumer rights that apply under the laws of Ghana or other applicable jurisdictions.

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