Last updated: August 2026
Most of what we sell is made to order — printed specifically for your order rather than pulled from shelf stock. That means our policy works a bit differently than a typical retailer's. Read the sections below for your specific situation.
If your order arrives damaged, faulty, or different from what you ordered, message us on WhatsApp within 48 hours of delivery with a photo of the item — we'll replace it or refund you in full, at no extra cost to you. This is the case regardless of whether the item was customized.
Items personalized with your own text or details (e.g. custom engravings) are made specifically for you and can't be resold, so we're unable to accept returns or offer refunds for a change of mind once production has started. Please double-check any custom text before submitting your order. Manufacturing defects are always covered — see Section 1.
For standard, non-personalized items and Bambu Lab printers: if you change your mind, contact us on WhatsApp within 24 hours of placing your order and before it enters production/dispatch, and we'll cancel and refund it in full. Once an order has been printed or dispatched, it can no longer be cancelled for a change of mind — you're still fully covered by Section 1 if anything arrives damaged or defective.
Refunds are returned to your original payment method — Mobile Money or card, via our payment processor. If you paid cash on delivery, we'll arrange the refund with you directly on WhatsApp. Refunds are typically processed within 3–5 business days of approval.
If an order that earned or redeemed reward points is refunded, we'll reverse those points on your account to match.
To start a return, replacement, or refund, message us on WhatsApp at +233 54 684 1117 with your order ID and a brief description (and photo, if the item arrived damaged).