We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at info@murukali.com or through your account at https://account.murukali.com/orders, If you checked out with a phone number only, use the return link in your SMS order confirmation. Returns must be sent to: Murukali Ltd, Kigali City Tower, 2nd Floor / Nyarugenge, Kiyovu, Kigali, Rwanda. +250781460736.
Items sent back without first requesting a return will not be accepted.
Damages and issuesย Inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect so we can make it right.
Exceptions / non-returnable itemsย Certain items cannot be returned: perishable goods (food, flowers, plants), custom or personalized products, sealed personal care or hygiene goods once opened, hazardous materials, flammable liquids or gases, sale items, and gift cards. Contact us with any questions about your specific item.
Exchangesย The fastest way to get what you want is to return the item and make a separate purchase once the return is accepted.
European Union โ Right of Withdrawalย If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of receiving the last item, for any reason and without justification.
To exercise this right, notify us within 14 days of delivery at info@murukali.com or through your account at https://account.murukali.com/orders , If you checked out with a phone number only, use the return link in your SMS order confirmation.
Once you notify us, you have 14 additional days to return the item. Items must be unused, unworn, with tags, and in their original packaging, with proof of purchase.
We will issue your refund within 14 days of receiving your return, including the cost of standard outbound shipping. Return shipping costs are your responsibility. Exceptions: perishable goods, custom/personalized items, and sealed personal care goods once opened are excluded from this right.
Refunds Once your return is received and inspected, we'll notify you of approval. If approved, your refund will be processed to your original payment method within 14 business days. Note that your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval, contact us at info@murukali.com.
Return shippingย You are responsible for return shipping costs. If you are shipping an item over 100,000 RWF, consider using a trackable shipping service and insurance. We don't guarantee receipt of returned items.
Giftsย If an item was marked as a gift and shipped directly to you, you'll receive a gift credit upon return. If it wasn't marked as a gift, the refund goes to the original purchaser.