Return & Refund Policy

1. Returns • You can ask for a return within 7 days after delivery. • Returns are possible only for products whose store allows returns. Many products cannot be returned. In the app, the product page says when a product is not returnable. On your order page you can see which products you can still return. • After 7 days, a return is no longer possible. A product with a warranty can still get a warranty claim (section 2). 2. Warranty • Products with a warranty show the warranty period on the product page. • During that period you can open a warranty claim and ask for a replacement or a refund. • Products without a warranty period have no eRevola warranty. 3. How to ask • Website: My Account → Orders → the order → Warranty / Return. • App: Account → Returns & Warranty. • One product per request. Describe the problem and add up to 5 photos. • You can have one open request per product at a time. • Wrong, damaged or faulty product: tell us as soon as possible, with photos. Opening the package does not take away your rights for a product that was already faulty when it arrived. • Do not send a product back before we tell you how. We give you the instructions after we look at your request. If you would have to pay any cost for the return, we tell you before you send anything. 4. How a request is decided • The store answers first: it can approve, ask for more information, or decline. • Our team then makes the final decision and tells you. If the product has to come back, we check it when we receive it. • If a replacement is approved, the store sends you a new item. • If a refund is approved, the refund is the price you paid for that product. Whether the delivery fee is also refunded depends on the reason (for example a wrong or faulty product); we tell you when we approve the refund. • If we decline, we tell you why. 5. How you get your money back • We pay refunds back ourselves, usually to the mobile money or bank account you paid with. If you paid cash on delivery, we contact you to agree how to pay you back. • Paid in Somaliland shillings: you get back the same shilling amount you paid, not a new conversion from dollars. For one product of a larger order, we use the shilling rate fixed in your order. • Paid in US dollars: you get back the same dollar amount. • We pay the refund within 7 working days after it is approved. Your bank or mobile money provider may take a little longer to show it. 6. Cancelled orders • You can cancel an order yourself until the store has prepared it. • If you already paid and the payment was confirmed, we refund the full amount you paid, in the same way and within the same time as in section 5. • If we cancel your order (for example, the product is not available), we refund you in the same way. 7. Digital products • Digital products and services are delivered in your account. • If something is wrong, use "Report a problem" on the order before the delivery is confirmed. If you do not confirm or report a problem, the delivery is confirmed automatically after the number of days shown on your order. • After a digital delivery is confirmed, it cannot be returned, unless it has a warranty. 8. Not covered Unless the product was wrong, or faulty when it arrived, returns, refunds and warranty do not cover: • damage that happened after delivery; • misuse, or damage caused by wrong use; • opened hygiene, cosmetic and personal-care items, and underwear; • products made or personalised for you; • products returned without their original packaging; • products whose store does not allow returns (unless they have a warranty and the problem is covered by it). 9. Questions support@erevola.com, +252 63 9340000. Support hours: Saturday to Thursday, 08:00–21:00 (Hargeisa time).