Return and Refund Policy

Last Updated: January 2025

1. Return Window

You have 7 calendar days from the date of delivery to request a return. To be eligible, the item must be unused, in its original packaging, and in the same condition as received.

2. Eligibility Criteria

To qualify for a return, the following conditions must be met:

• The item was purchased directly from NeMenz Online
• The item is unused, unwashed, and free of damage or defects caused by the customer
• All original tags, labels, and packaging are intact
• Proof of purchase (order confirmation or receipt) is provided
• The return request is submitted within 7 days of delivery

3. Non-Returnable Items

The following items cannot be returned:

• Perishable goods (food, beverages, etc.)
• Personal care items (underwear, socks, cosmetics) due to hygiene reasons
• Digital products or downloadable content
• Items marked as "Final Sale" or "Clearance"
• Gift cards and vouchers

4. How to Initiate a Return

To start a return:

1. Log in to your account and navigate to "My Orders"
2. Select the order containing the item you wish to return
3. Click "Request Return" and provide a reason
4. Our team will review your request within 1–2 business days
5. You will receive a return authorisation and instructions via email

Alternatively, contact our support team at support@nemenzonline.com or call +233 54 585 9207.

5. Return Shipping

The customer is responsible for return shipping costs unless the return is due to a defect, error on our part, or damaged item. We recommend using a trackable shipping method. NeMenz Online is not responsible for items lost in transit during return.

6. Inspection and Refunds

Once we receive your returned item, we will inspect it within 3–5 business days. If the return is approved, a refund will be processed to your original payment method within 5–10 business days. You will be notified via email once the refund is issued.

Refund amounts reflect the purchase price of the item(s) returned. Delivery charges are non-refundable unless the return is due to our error.

7. Exchanges

We currently do not offer direct exchanges. If you need a different size, colour, or item, please return the original item for a refund and place a new order.

8. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Include your order number, a description of the issue, and photos of the item. We will arrange a free return and send a replacement or issue a full refund, including delivery charges.

9. Late or Missing Refunds

If you have not received your refund within 10 business days of approval, please check your bank or mobile money statement. If the refund is still not showing, contact your payment provider as processing times may vary. If the issue persists, reach out to us at support@nemenzonline.com.

10. Contact Us

For any questions about our refund and return policy, please contact us:

• Email: support@nemenzonline.com
• Phone: +233 54 585 9207
• Address: Accra, Ghana