Returns & Refund Policy

1. Introduction

Thank you for shopping at OneGhanaMarket. We want you to be completely satisfied with your purchase. If you are not entirely satisfied, we're here to help. This Returns & Refund Policy explains your rights and our procedures for returning items purchased through our platform.

2. Return Window

You have 30 calendar days from the date of delivery to request a return. To be eligible, the following conditions must be met:

• The item must be unused and in the same condition as you received it.
• The item must be in its original packaging with all tags and accessories.
• You must have proof of purchase (order number or receipt).
• Perishable goods, personal care items, and intimate apparel are excluded (see Section 5).

3. How to Initiate a Return

Follow these steps to return an item:

1. Contact us — Email hello@oneghanamarket.com or call +233 53 048 1909 with your order number.
2. Provide details — Explain why you want to return the item (defective, wrong item, changed mind, etc.) and attach photos if applicable.
3. Approval — We will review your request within 48 hours and send you return instructions.
4. Ship the item back — Pack it securely and hand it to our designated courier or delivery partner.
5. Refund issued — Once we receive and inspect the item, your refund will be processed.

4. Refunds

Once we receive your returned item and inspect it, we will notify you of the approval or rejection of your refund.

• Approved refunds will be processed within 5-7 business days.
• Refunds are issued via the original payment method.
• For Cash on Delivery orders, refunds will be issued via Mobile Money or bank transfer.
• Delivery fees are non-refundable unless the return is due to our error (defective or wrong item).

5. Non-Returnable Items

The following items cannot be returned:

• Perishable goods (food, fresh produce, dairy)
• Personal care items (cosmetics, skincare, hygiene products) that have been opened
• Intimate apparel and swimwear
• Custom-made or personalized products
• Gift cards and digital downloads
• Items marked "Final Sale" or "Non-Returnable" on the product page
• Hazardous materials or flammable liquids

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product in a different size or color, please contact us and we will arrange the exchange subject to stock availability.

7. Damaged or Wrong Items

If you received a defective, damaged, or incorrect item, please notify us within 48 hours of delivery. We will arrange a free pickup and send you a replacement at no cost. Please keep the original packaging and take photos of the issue to help us process your claim faster.

8. Return Shipping

For returns due to our error (defective or wrong item), we cover the return shipping cost. For change-of-mind returns, the customer is responsible for the return shipping cost, which will be deducted from the refund.

9. Late or Missing Refunds

If you haven't received your refund after 7 business days:

1. Check your bank account or mobile money wallet again.
2. Contact your bank or mobile money provider — there is often some processing time before a refund is posted.
3. If you've done all of this and still have not received your refund, please contact us at hello@oneghanamarket.com.

10. Contact Us

If you have any questions about our Returns & Refund Policy, please contact us: