Return Policy

When shopping on Afrosmartshop, you can rest assured that you can return your product in most cases within 10 business days from the date you receive your package. To learn more about our policy, our conditions and how to return, click here.

To return a product, please follow the simple steps below:

Make sure your product is eligible for return.

Then, go to the agency closest to you.

You can also request your return by following the steps below:

Login to your Afrosmartshop account
Click “My Account” in the upper right corner of the Afrosmartshop home page (Your name will appear here if you are logged in)
Click on “Your orders” in the drop-down menu
Click on “Details” to the right of the article concerned
Click on “Request a return” and select your return reason
Please provide more information in the box provided
Choose the refund method and “Submit“.
Select the pickup point when choosing the return method
Then click “Submit“.

To learn more about how to request a return online, click here

Need more help ? Contact us here

When receiving your order, we invite you to always make sure that the product received complies with your request, is not damaged and is delivered with all the accessories presented online plus the purchase receipt in presence of our agent.
 

All products can be returned within 10 working days, with the exception of the product categories listed below for which you can only make returns within 48 hours from the date of receipt for all reasons (damaged item, no compliant, not working…) except for a change of mind:

– Underwear – swimsuit
– Beauty and hygiene product
– Wide cabinet
– Mattress
– Software – E-book

– CDs
– Event ticket
– Large Appliances*
– Fridge and Freezer*
– Gas cooker*
– Splits* / air conditioners*

If you wish to make a return and therefore have more information on its eligibility, please click here to request assistance or here to request a return online then drop off the item within 48 hours (before the expiration of the 10th day from the date delivery) to one of our agencies.

* This type of product can however be returned within 10 working days if and only if defective (does not work or no longer works) from the date of receipt of the package.

NB: For products delivered sealed, you can make a return for change of mind or non-compliance within 48 hours provided you have not unsealed the item.

*No returns will be accepted on books except in special cases, namely: Missing page(s), damaged book, etc.

If the product is defective, the customer has 10 working days for the return.

When shopping on Afrosmartshop, you can rest assured that you can return your product in most cases within 10 business days from the date you receive your package. To learn more about our policy, our conditions and how to return, click here.

Note :
– When returning an item, please ensure that all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure that it has been removed and returned to its original state or your return will be rejected.
– If returning for a change of mind reason, the item must qualify for that reason and be sealed, unused and in its original branded packaging, otherwise your return will be rejected.

Need help ? Contact us here.

Our customer service remains available from 08:00 to 20:00 from Monday to Friday, Saturday from 10:00 to 17:00.

It is not possible to exchange a product. Any returned item is subject to a refund if the return has been validated by the after-sales service.

The return procedure starts from the verification of your product in the agency. Refunds for returned items are effective within 2-10 days. For more information on our reimbursement deadlines click here. Refunds are made exclusively by Afrosmartshop voucher, Orange Mobile Money or MTN Mobile Money, Credit Dikalo. If the refund is not made within 10 days, we invite you to contact customer service via the contact form by following the link from Monday to Friday from 08:00 to 20:00 , Saturday from 10 a.m. to 5 p.m..

You can track the status of your return at any time, just follow the simple steps below:

Login to your Afrosmartshop account
Click on “My Account” in the upper right corner of the Afrosmartshop homepage (Your name will appear here if you are logged in)
Click on “Your orders” in the drop-down menu
Click “Details” to the right of the item.

Need help ? Contact us here

In order to check whether an item is covered by a guarantee, we invite you to consult its product sheet on the site, the customer account having been used when placing the order or on the purchase slip that you received at the receipt of the product. You can find more details by clicking here

If the request for return of an article is refused, it is because one or more of the required conditions has not been respected.

In which case, the after-sales service will contact the customer by e-mail, SMS or telephone in order to provide more information on the refusal of the return. A list of agencies close to the customer’s home will then be offered so that the latter can pick up the product in question.
An article refused by the after-sales service remains available for collection for 90 days. After this time, the article will automatically go to destruction.