Refund Policy
We have a 30-day return policy. This means that you have 30 days to request a return. If 30 days have gone by since your last purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a refund, you must take immediate action upon receiving the order. You can do any or all of the following;
- First, make sure the item you ordered is different from the one that has been delivered to you.
- If delivery times are way beyond the promised delivery times.
- If the item delivered to you is damaged (In case of food, if it is cold when it was supposed to be delivered warm) or warm (when it is supposed to be delivered cold).
Items other than food must be unused and in the same condition that you received them - unworn, unused, with orginal tags or labels. The item must also be in the original packaging that was sent to you. You'll also need the original receipt as proof of purchase.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase. OneBasket Online offers digital receipts upon purchase of any item on our marketplace.
There may be certain situations where only partial refunds are granted: (where applicable)
* Books with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 10 days after delivery
Damaged Goods:
Please inspect your package immediately on receipt and contaact us immediately if the item is defective, damaged or if you received the wrong item. We will evaluate the issue and make it right.
Exchanges:
The fastest way to ensure you get an exchanged item is to return the item you have and upon acceptance, a new one will be given to you.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email and sms to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be fully processed. The amount will be credited to your digital wallet, available via your account. In case of a cash refund, a small charge may be automatically applied to your mobile wallet (MTN MoMo, Airtel Money) or to your credit/debit card, or any other original method of payment, within three working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check all the above options, or with your bank account to ascertain payment has not been made to it. There is often some processing time before a refund is posted.
You may also contact your credit card company, as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by using our contact form or calling us directly. Our contacts have been adequately displayed on this website.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email by using our contact form and send your item to: services@onebasket.rw
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
