Returns & Refunds

1. General rule

Completed sales are final except where:

• Ghanaian law gives you a right to cancel, return, reject or obtain another remedy;
• you received the wrong product;
• the product was damaged or defective in a way that gives rise to a remedy; or
• iVillage expressly agrees to a return in writing.

2. Statutory online cancellation rights

Qualifying consumers who buy electronically may have a statutory right to cancel the purchase of goods within 14 days after receiving them, subject to the conditions and exceptions provided by applicable Ghanaian law.

Where that right applies, iVillage will honour it. The customer may be responsible for the direct cost of returning the goods where the law permits.

3. No voluntary return for choosing the wrong item

Where no statutory or expressly granted return right applies, we do not accept a return merely because you:

• changed your mind;
• ordered the wrong storage capacity, colour, size, model or specification;
• later preferred a different regional variant;
• selected an eSIM or physical-SIM model that does not suit your preference; or
• found the same product elsewhere at a different price.

Customers should therefore review product details carefully before ordering.

4. Regional variants

Whatever the brand, stock may be sourced from different regions. Unless a specific region is expressly stated on the product page, the region supplied depends on stock availability and cannot be selected by the customer.

A regional difference is not, by itself, a valid reason for a voluntary return where the product supplied matches the product description and applicable law does not require otherwise.

5. Opened, activated or used products

Opening, activating, registering, configuring or using a device may affect the remedies practically available for a voluntary return and the condition in which it can be returned.

However, nothing in this Policy removes a cancellation, rejection or other remedy that the customer is legally entitled to exercise.

6. Wrong, damaged or defective on arrival

Please inspect your order promptly. If you receive the wrong item, or the product appears damaged or defective on arrival, contact us within 3 days where reasonably possible.

Send your order number and, where helpful, photographs, video, serial number and packaging details. We may ask for additional information or inspection.

The 3-day reporting request is intended to help us investigate quickly and does not remove a statutory right that cannot legally be limited to that period.

7. Defects after delivery

Where a product develops a fault after delivery, the normal route is the manufacturer's warranty and service process described in our Warranty policy. The warranty is the manufacturer's, and its length and terms differ from brand to brand.

Repairs are normally preferred. Replacement is not automatic and will occur only where the manufacturer, the relevant service provider, applicable law or the circumstances of the claim require it.

8. How to request a return or cancellation

Email [email protected] or contact us on 024 139 2599 and provide:

• your order number;
• the product concerned;
• the reason for the request;
• the date received; and
• supporting photos or information where relevant.

Do not send a product back until we have provided return instructions.

9. Return condition

Where the law permits us to require it, returned goods should be sent back with the product, included accessories, manuals, packaging and other supplied items in the condition reasonably required by the applicable return right.

Before returning a product, remove your personal data, sign out of the account it is signed in to — such as your Apple Account, Google Account, PlayStation Network or the manufacturer's own app — and disable Find My, activation lock or any other anti-theft lock where appropriate. A product still locked to an account cannot be processed.

10. Return shipping

Where a statutory cancellation right allows us to place the direct return cost on the customer, the customer is responsible for that cost.

If iVillage supplied the wrong product or is legally responsible for the return, we will handle or reimburse reasonable return logistics as required.

11. Refunds

Where a monetary refund is due, we normally refund the original payment method. External processing times depend on your bank, card issuer, Mobile Money provider or payment processor.

For foreign-currency payment instruments, refunds are processed in GHS. We are not responsible for losses caused solely by exchange-rate changes or third-party conversion charges where we have refunded the correct GHS amount.

12. Store Credit

Where legally permitted, you may choose iVillage Store Credit instead of waiting for an external payment refund. Store Credit can usually be made available faster and can be used fully or partially on future eligible purchases.

Store Credit is not ordinarily transferable or redeemable for cash unless required by law or expressly authorised by iVillage.

13. Fraud or abuse

We may refuse a return or refund request that is fraudulent, abusive, based on a product not supplied by us, or otherwise outside the customer's legal or contractual rights.

14. Contact

Email: [email protected]Phone/WhatsApp: 024 139 2599