Refund policy

Returns & Refunds

We stand behind everything we sell. If something isn't right, here is what you can do.

Faulty or damaged items
If a product arrives faulty or damaged, tell us within [7 days] of delivery. We will inspect it, and then repair, replace or [refund] it, and we cover the return transport.

Wrong item delivered
If we delivered something different from what you ordered, contact us within [7 days] and we will arrange the correct item.

Changed your mind
[Choose one:]

• Option A (exchange only): Unused items in original packaging can be exchanged for another product of equal value, or a credit note, within [X days].
• Option B (refund): Unused items in original packaging can be returned for a refund within [X days].

What we need from you

• Your receipt or order number
• The product in its original packaging with all accessories, manuals and warranty cards
• The product unused and in resale condition (does not apply to faulty items)

Items we can't take back

• Clearance, display or "as-is" items
• Items damaged through misuse or incorrect installation
• Products that have been installed or used, unless faulty

How refunds are paid
[Refunds go back to the original payment method within X working days / refunds are not offered and credit notes are issued instead.]

Start a return: call +250 788 381 774, email info@homepoint.rw, or visit any showroom.

Decision for you: Hotpoint Kenya runs an exchange-only, zero-refund policy. Decide whether Rwanda will match it or offer refunds, and state it clearly. Also check that your policy fits Rwandan consumer protection law, or ask a local lawyer to review it.