Our Return & Refund Policy
We want you to be completely satisfied with every purchase. If something is wrong, we'll make it right — quickly and fairly.
What Can Be Returned
Wrong Item Delivered
You received a product that is different from what you ordered in terms of model, colour, or specification.
Damaged on Arrival
The product arrived physically broken, cracked, or visibly damaged due to handling during delivery.
Manufacturing Defect
The product stopped working or was non-functional from the moment it was unboxed — not caused by misuse.
Incomplete Order
Parts, accessories, or items listed in the product description were missing from your delivery.
What Cannot Be Returned
- ✕Products that have been used, altered, or tampered with after delivery
- ✕Items damaged by the buyer through misuse, accidents, or improper handling
- ✕Perishable goods including food, beverages, and grocery items
- ✕Personalised or custom-made products
- ✕Digital products, software licences, and download codes once activated
- ✕Undergarments, lingerie, and personal hygiene items for health reasons
- ✕Products returned outside the stated return window without prior approval
Return Timeframes
48hrs
Damaged / Wrong Item
Report immediately after delivery if your item is damaged or incorrect.
7 days
Manufacturing Defect
Products that fail due to a manufacturing fault within the first week.
Warranty
Defects After 7 Days
Beyond 7 days, defects are handled under the product warranty policy.
Timeframes are counted from the date of delivery confirmation.
How to Place a Return
Contact Support
Go to the Support page and submit a Claim. Include your order number and a clear description of the issue.
Provide Evidence
Upload clear photos or a short video showing the defect, damage, or incorrect item. This speeds up the review process.
Claim Review
Our team reviews your claim within 24 hours and contacts you with a decision and next steps.
Return Pickup (if required)
If the item needs to be returned, we arrange a pickup from your location at no cost to you.
Resolution
Once the return is confirmed, your refund, replacement, or store credit is processed within 3–5 business days.
Ready to submit your return claim?
Go to our support page and select "Submit a Claim".
Refund Methods
Mobile Money Refund
Refunded directly to the MTN or Airtel Mobile Money number used for payment.
Within 3 business days
Product Replacement
A new unit of the same product is dispatched to your location as a direct exchange.
Within 2–4 business days
Store Credit
Credit added to your BuyExpress account for use on any future purchase on the platform.
Within 24 hours of approval
📌 Important Conditions
- •Items must be returned in their original packaging with all accessories and documentation included.
- •Proof of purchase (order number or receipt) is mandatory for all return claims.
- •Claims raised after the stated return window will not be accepted unless covered under warranty.
- •BuyExpress reserves the right to reject a return claim if the product shows signs of misuse or intentional damage.
- •Refunds are processed to the original payment method only — we cannot refund to a different number or account.
- •If a replacement is unavailable, a full refund or store credit will be offered as an alternative.
Have a question about a return or refund not covered here?