Returns & refunds

1. Our commitment

We want you to be satisfied with your purchase. If something is wrong with your order, contact us promptly. This policy works together with our Terms of Use and applicable consumer protection law in Rwanda.

2. When you can return or get a refund

You may be eligible for a return, replacement, or refund if:

• The item is damaged, defective, or not working as advertised.
• You received the wrong product or a product that does not match the listing.
• You change your mind on a distance purchase — see the cooling-off period below.

3. Cooling-off period (change of mind)

For online (distance) purchases, Rwandan consumer protection rules generally allow you to cancel within 7 days from the date you receive the goods, subject to applicable law and product type. You may be responsible for reasonable return shipping costs unless the return is due to our error or a defective product.

Contact us before returning an item so we can confirm eligibility and provide return instructions.

4. Non-returnable items

The following may not be eligible for return unless defective or required by law:

• Hygiene-sensitive or sealed products once opened (for example certain personal care items).
• Customised or made-to-order products.
• Digital goods or downloadable content once delivered.
• Items clearly marked as final sale at the time of purchase.

5. How to request a return or refund

1. Email support@bindertech.store within the applicable time limit. Include your order ID, a description of the issue, and photos if the item is damaged or incorrect.
2. Wait for our confirmation and return instructions. Do not send items back without approval.
3. Pack the product securely in its original packaging where possible, including accessories and documentation.
4. Once we receive and inspect the return, we will process a refund, replacement, or repair as appropriate.

6. Refund timing and method

Approved refunds are processed within 15 business days where payment had already been made, unless a longer period is required by law or your bank or mobile-money provider.

• MTN Mobile Money — refunds are sent to the MoMo number used for payment or another number you confirm with support.
• Cash on delivery — if you paid on delivery, refunds may be issued via mobile money or another method we agree with you.

Refunds cover the product price for approved returns. Original delivery fees may not be refunded unless the return is due to our error or a defective item.

7. Exchanges

If you prefer an exchange (for example a different size or colour), contact support. Exchanges depend on stock availability and are treated as a return plus a new order where needed.

8. Marketplace orders

Bindertech Store is a marketplace. Some products are sold and fulfilled by third-party merchants. We coordinate returns and refunds with the relevant seller on your behalf. Response times may depend on inspection of the returned item.

9. Complaints

If you are not satisfied with how we handle a return or refund, contact support@bindertech.store again with your order ID. You may also have the right to escalate to Rwanda's consumer protection authority (RICA — Rwanda Inspectorate, Competition and Consumer Protection Authority) for unresolved disputes under applicable law.

10. Related policies

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