Refund Policy

At www.gakondo.rw, we strive to ensure customer satisfaction with every purchase. If you are not completely satisfied with your order, please review our return policy below.

1. Eligibility for Returns
- Items must be returned within 14 days of delivery.
- Products must be **unused, unworn, and in their original packaging with all tags attached.
- Personalised or custom-made items cannot be returned or exchanged, unless they arrive defective or damaged.

2. Return Process
To initiate a return, please follow these steps:
- Email info@gakondo.rw with your order number, reason for return, and clear photos (if applicable).
- Our team will review your request and provide return instructions within 2 business days.
- Return the item via a trackable shipping method. Return shipping costs are the responsibility of the customer.
- Once we receive and inspect the item, we will process your refund or exchange.

3. Exchanges
- Exchanges are accepted within 7 days of delivery.
- Items must meet the same eligibility criteria as returns.
- If the desired exchange item is unavailable, you may choose a refund or store credit.

4. Refunds
- Refunds are issued within 7 business days after receiving and inspecting the returned item.
- Refunds will be processed to the original payment method.
- Shipping fees are non-refundable, except in cases of defective or incorrect items.

5. Damaged or Defective Items
- If you receive a damaged or defective item, contact us at info@gakondo.rw within 24 hours of delivery.
- Provide clear photos of the damaged product and packaging.
- We will arrange for a replacement or full refund at no additional cost to you.

6. Non-Returnable Items
- Custom-made or personalised items.
- Sale items or discounted products (final sale).
- Gift cards.
- Used or washed apparel.

7. Cancellations
- Orders can be canceled within 24 hours of purchase, provided they have not been shipped.
- If your order has already been shipped, it must be returned following the return policy.

For further inquiries, contact us at info@gakondo.rw or call +250 785 989 029 (Monday to Friday, 9:00 AM - 5:00 PM CAT).

Thank you for shopping with www.gakondo.rw!