Returns & Refund Policy Skip to content

Returns & Refund Policy

Returns & Refunds

Our policy lasts 3 working days. If 3 days have passed since your purchase or receipt of the item, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-returnable items: Several types of goods are exempt from being returned, including:

  • Perishable goods such as food or flowers.
  • Intimate or sanitary goods.
  • Hazardous materials, flammable liquids, or gases.
  • Gift cards.
  • Some health and personal care items.

Damaged Goods: We allow exchanges for items damaged during the delivery process, but this must be confirmed by the delivery personnel who brought the goods to you.

Additional Conditions for Returns:

  • The item must be returned with proof of purchase (receipt or order confirmation).
  • The item must be in its original condition, undamaged, and with all original parts (if applicable).

Partial Refunds (if applicable): Partial refunds may be granted in the following situations:

  • Any item not in its original condition, is damaged, or has missing parts not due to our error.

Refund Process: Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original payment method (credit card, mobile wallet, etc.) within 3 working days. However, please note that while the refund will be processed within 3 days, it may take some time for the funds to appear in your account due to interbank processing, unless the refund is issued to a mobile money account.

Late or Missing Refunds (if applicable): If you have not yet received your refund, first check your mobile wallet or bank account. Refund processing may take some time before it’s officially posted. If you still haven’t received it, please contact your bank or payment provider, as there is often some processing time before refunds are posted. If you’ve checked these channels and still haven’t received your refund, please contact us at info@murukali.com or call/WhatsApp us at +250788525816.

Sale Items: Only regular-priced items are eligible for refunds. Sale items cannot be refunded.

Restocking Fee: Please note that a 15% restocking fee will apply for returns due to reasons not related to our error, such as a change of mind or personal preference.

Exchanges (if applicable): We only replace items if they are defective or damaged. To exchange your item for the same product, please reach out to us for approval before sending it back to our fulfillment center.

The address for returns and exchanges is:

KCM Building, B2-88,
Kigali, Rwanda.

Shipping: You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from your refund.

Please note that depending on your location, the time it may take for your exchanged product to reach you may vary.

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