Return & Refund Policy

Last updated: 17 August 2026

ELOHUBS is a marketplace, so returns start with the Seller, but every order is covered by the platform dispute process below, and our team makes the final call when the two sides disagree.

1. Check your order at delivery

Inspect the goods when they arrive. For cash on delivery, only pay and share your confirmation code once you are satisfied; you may refuse a damaged or wrong item at the door at no cost.
For prepaid orders, note any visible damage with the courier and photograph it before opening a dispute.

2. When you can claim

You can open a dispute within 7 days of delivery if the item is:

damaged or defective on arrival;
not the item you ordered (wrong product, model, or quantity); or
materially different from the listing description or photos.

Change-of-mind returns are at the individual Seller's discretion. Check the listing or message the Seller before ordering. Items that are used, missing parts or packaging (beyond what inspection requires), or damaged after delivery are not eligible. Warranty periods stated on a listing (e.g. "12 months") are honoured by the Seller for manufacturing faults for that period.

3. How to claim

Go to My Account → Orders, open the order and start a dispute (or use My Disputes).
Describe the problem and attach photos or video; evidence speeds everything up.
The Seller responds through the platform; if you cannot agree, the ELOHUBS team reviews both sides and decides: replacement, partial refund, full refund, or rejection of the claim.
If a return shipment is needed, do not send anything until the dispute decision tells you where and how; return shipping for faulty or wrong items is not at your cost.

4. Refunds

Approved refunds are issued to your mobile money account (or, where supported, back to the original payment method) within 5 to 10 business days of the decision.
COD orders refused at the door need no refund; you never paid.
Cancelled prepaid orders that were never dispatched are refunded in full on the same timeline.

5. The fine print

This policy works together with the Terms & Conditions (section 5) and does not limit any rights you have under Rwandan consumer protection law. Questions about a specific order: contact support via the footer before the 7-day window closes.

2. When you can claim

You can open a dispute within 7 days of delivery if the item is:

damaged or defective on arrival;

not the item you ordered (wrong product, model, or quantity); or

materially different from the listing description or photos.

3. How to claim

Go to My Account → Orders, open the order and start a dispute (or use My Disputes).

Describe the problem and attach photos or video; evidence speeds everything up.

The Seller responds through the platform; if you cannot agree, the ELOHUBS team reviews both sides and decides: replacement, partial refund, full refund, or rejection of the claim.

If a return shipment is needed, do not send anything until the dispute decision tells you where and how; return shipping for faulty or wrong items is not at your cost.

4. Refunds

Approved refunds are issued to your mobile money account (or, where supported, back to the original payment method) within 5 to 10 business days of the decision.

COD orders refused at the door need no refund; you never paid.

Cancelled prepaid orders that were never dispatched are refunded in full on the same timeline.