Return & Replacement Policy

1. Eligibility for Returns

You can request a return or replacement within 7 days of receiving your order if:

• The product received is damaged, defective, or incorrect.
• The item is unused and in its original packaging.
• You have valid proof of purchase (OLADO order ID or receipt).

2. Items Not Eligible for Return

The following items are not eligible for return or replacement:

• Perishable or consumable goods (food, drinks, etc.)
• Personal care or hygiene products
• Downloaded digital items or activated software
• Products marked as “Final Sale” or “Non-Returnable”

3. How to Request a Return

1. Go to your “My Orders” section on the OLADO website or app.
2. Select the item and choose “Return” or “Replace”.
3. Provide a reason and upload any required photos.
4. Submit your request and wait for confirmation from our support team.

4. Refunds

Once your return is approved and processed, refunds are issued within 1–3 business days to your original payment method or OLADO Wallet.

5. Replacements

If the product qualifies for replacement, a new item will be shipped after we receive and verify the returned product.

6. Need Help?

Our support team is here to assist you with returns or replacements:

• Email: support@olado.rw
• Phone: +250 783 229 174
• Hours: Monday – Saturday, 8:00 AM – 6:00 PM