Effective Date: 16/04/2025
Company: iHahire Ltd
TIN: 108054047
Website: https://ihahire.rw
Support Email: support@ihahire.rw

1. Our Commitment to Quality and Satisfaction

At iHahire Ltd, we are committed to delivering the freshest, cleanest, and most reliable food products to homes and businesses across Rwanda. Your satisfaction is important to us. We understand that sometimes things don’t go as expected—and we’re here to make it right.

This Refund & Return Policy outlines your rights and our responsibilities under Rwandan consumer protection law and the Rwanda Data Protection and Privacy Law (GDPR equivalent).

2. Eligibility for Refunds or Returns

Due to the perishable nature of many of our products (e.g., fresh fruits, vegetables, dairy, and bakery items), not all items are eligible for return. However, you are eligible for a refund or replacement in the following cases:

✅ You may request a refund if:

• You received damaged, spoiled, or expired products

• Items were missing, incorrect, or not as described

• You canceled the order before dispatch

• Your payment was processed, but the order failed or was undelivered due to our fault

❌ Refunds or returns are NOT accepted if:

• Products were mishandled or stored improperly after delivery

• You changed your mind after the order was delivered correctly

• The product’s shelf life was respected and there were no quality issues

• You failed to report the issue within the allowed time window (see below).

3. Time Limits for Refund Requests

To ensure food safety and product traceability, you must notify us within 24 hours of receiving your order to request a refund or replacement.

To report an issue, please email support@ihahire.rw with:

• Your order number

• A brief description of the issue

• Photos of the product(s) (if applicable).

4. Refund Methods

All approved refunds will be processed through one of the following methods:

• Mobile money (for orders paid via mobile platforms)

• Bank or card reversal (depending on original payment method)

• Store credit (optional, by customer request)

Refunds may take between 3–5 business days to reflect, depending on your payment provider.

5. Order Cancellations

✅ You may cancel your order if:

• It has not yet been dispatched or prepared for delivery

• You notify us within 30 minutes of placing the order (for express orders)

❌ Orders cannot be canceled:

• After they have been packed or dispatched

• If they include made-to-order or custom items (e.g., bakery)

To cancel, please contact us immediately at +250 800 300 353 or support@ihahire.rw.

6. Returns

Because most of our items are perishable, we do not accept physical returns. If you received a damaged or incorrect item, we will offer a replacement or refund without requiring you to return the product.

If a return is exceptionally requested (e.g., for non-perishable packaged goods), it must be:

• Unopened and unused

• In original packaging

• Returned within 2 business days of delivery

• Approved in advance by our support team.

7. Failed Orders and Automatic Refunds

If your order fails due to:

• Payment issues (charged but not confirmed)

• System error

• Non-availability of product

• Undeliverable address

…we will automatically issue a full refund and notify you via email or SMS.

8. Discretionary Refunds and Store Credits

iHahire reserves the right to issue partial refunds, discount codes, or store credit on a case-by-case basis—even if the customer falls outside the strict terms of this policy. These are issued as goodwill gestures and do not set precedent for future claims.

9. Fraud Prevention & Abuse

We reserve the right to refuse refund requests that:

• Appear to be fraudulent, excessive, or abusive

• Are submitted without sufficient proof

• Violate our Terms of Use

Accounts suspected of refund abuse may be suspended or banned.

10. How to Contact Us

If you have questions or need to initiate a refund:

📧 Email: support@ihahire.rw
📞 Phone: +250 800 300 353
🕒 Hours: Monday–Saturday, 8:00 AM – 9:00 PM

11. Updates to This Policy

We may update this policy from time to time. Changes will be posted on this page with a revised “Effective Date.” Continued use of our services after changes constitutes acceptance of the updated policy.

12. Legal Compliance

This policy complies with:

• Rwanda’s Consumer Protection Law

• Rwanda Data Protection & Privacy Law (Law Nº 058/2021)

• Our internal service standards and values.

Thank you for choosing iHahire. We appreciate your trust in supporting local farmers and clean food.