Refund Policy
1. About This Refund Policy
This page explains when a refund can be requested, how to ask for one, and how it is settled. It is a companion to our Terms & Conditions and uses the same definitions, so nothing here is a separate promise.
RASH EXCELLENCE STORE is an online retail store based in Niamey, Niger — Rive Droite. We sell through our website and take orders and payment arrangements through our WhatsApp ordering and support channel.
2. Refund, Exchange or Return
These are three different things, and the distinction decides what you can ask for:
- A refund means the money you paid is returned to you and the order does not continue.
- An exchange means the product is replaced with another one instead of being refunded.
- A return means the product is sent back to us. A return is not automatically a refund — what happens next depends on the reason for the return.
We do not offer change-of-mind refunds. If you simply no longer want an item, an exchange or an arrangement agreed with you on WhatsApp is the usual outcome, rather than a refund.
3. Before the Order Is Confirmed
Our website is a storefront and a communication tool. It does not process orders automatically, so your order is only confirmed once we have replied to you and agreed the details with you.
If you have not yet received that confirmation, no payment has been taken, so there is nothing to refund. Please just tell us on WhatsApp and the order will not go ahead.
A refund only becomes relevant once an order is confirmed and you have paid. See sections 4 to 6 for what happens at each later stage.
4. Cancelling a Confirmed Order
If you want to cancel an order, please contact us as soon as possible. The sooner we hear from you, the more likely a cancellation will still be possible.
Cancellation may no longer be available once the order has already entered delivery or fulfilment. The final outcome depends on the status of the order and on applicable law.
Where we agree to cancel, any amount already paid is returned to you. The sooner you tell us, the more straightforward that return is, because the order has not yet been packed or handed over for delivery.
5. After the Order Has Been Dispatched
Once your order has left us, a refund is no longer the normal route. From that point the options are a defect claim under section 6, or an exchange under section 8, if the circumstances allow it.
Please note the payment rule that applies before dispatch: for online payments, funds are confirmed before your order is packed and dispatched. Once dispatch has happened, the product is physically in the delivery chain, which is why the outcome is agreed with you case by case.
6. Reporting a Defect
You have 24 hours after receiving the product to report a defect.
To report a defect, please contact us on WhatsApp and provide:
- Order information
- Description of the issue
- A photograph of the product or the problem, where requested
Reporting a defect after the 24-hour window makes it much harder for us to verify what happened, so please contact us as soon as you notice the problem.
Where a genuine product defect is confirmed, a refund or a replacement is agreed with you. This right is separate from the limits in section 7, and a genuine defect is never treated as damage caused by use.
7. Products That Cannot Be Refunded
Returns or exchanges may not be accepted where the product has been:
- Worn
- Used
- Heavily soiled
- Damaged after delivery through customer use
- Altered or modified
This does not exclude any mandatory consumer rights you may have under applicable law, and it does not remove any right you have in respect of a genuine product defect.
8. Exchanges Instead of Refunds
An exchange may be possible when:
- The wrong size was supplied
- The wrong model was supplied
- Another eligible product issue is confirmed
Where we agree to an exchange, the customer is responsible for the applicable delivery costs associated with the exchange.
We do not promise an exchange where the product has been damaged by customer use — please read section 7.
If you would rather have your money back than a different product, say so when you contact us, and we will confirm what is possible in your case.
9. How a Refund Is Settled
A refund is returned along the same route the payment was made, so that it reaches the person who paid:
- Cash on delivery — nothing was collected in advance, so there is no money to send back. The order is simply not completed.
- Online payment — any amount already paid is returned through the same provider you used, for example MTN MoMo, Wave, Airtel Money, OPay, Nita, Amana, Western Union or MoneyGram. We do not change the destination, the account or the person.
We confirm the refund with you on WhatsApp before it is arranged, so that the details are right first time.
We do not publish a single fixed number of days for a refund, because the time it takes depends on the payment route involved. We will confirm the timing with you when we agree the refund.
10. Delivery Costs and Free Delivery
Free delivery applies to orders of 95,000 FCFA or more, subject to the applicable delivery area and to the confirmation of your order.
If an order is cancelled or refunded, the free delivery benefit is worked out again on the order as it finally stands, so please ask us to confirm the amounts rather than assuming the original total.
Delivery costs already incurred are treated case by case. For example, if a delivery attempt fails because we could not reach you or could not find the address you gave, any additional delivery cost is your responsibility.
11. Your Mandatory Consumer Rights
Nothing on this page reduces or removes any right you have under applicable law. Where a mandatory consumer protection or other legal requirement applies to you, it continues to apply, whatever this page says.
If you believe a right under applicable law has not been respected, please contact us and we will look at the case with you.
12. How to Request a Refund
Send us a message on WhatsApp and tell us:
- Your order information
- Whether you want a refund, an exchange, or a cancellation
- The reason for your request
- The payment method you used, if you paid online
WhatsApp: +227 98 00 22 39
We will reply to confirm what is possible, and we will always give you a reason where we cannot agree to the request.
13. Changes to This Refund Policy
This policy may be updated as the store changes. The Last Updated date at the top of this page always shows the current version, and we will tell you on WhatsApp if a change affects an order you have already placed.
14. Contact
Questions about a refund, an exchange or a return are always welcome.
Ready to order, or need to check a detail first? Message us on WhatsApp.
- Business: RASH EXCELLENCE STORE
- Location: Niamey, Niger — Rive Droite
- WhatsApp: +227 98 00 22 39
- Website: rash-excellence-store.pages.dev
- Related: Terms & Conditions · Privacy Policy