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Returns and refunds policy

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Returns and refunds are handled by the shop you bought from. Here is what every shop must offer as a minimum, how to ask for a return, and how SMA can help.

1. Each shop handles its own returns#

Every product on SMA is sold by an independent shop, and you pay that shop directly. SMA does not hold your money, so returns, exchanges and refunds are agreed with, and paid by, the shop you bought from. Each shop may have its own returns policy, usually shown on its “About” page or product pages. Ask the shop about it before you buy if it is not clear.

Your rights under Ghanaian consumer protection law are not affected by this policy or by any shop’s policy.

2. The minimum we expect from every shop#

Whatever its own policy says, every shop on SMA agrees in our seller terms to:

  • Accept returns of goods that are faulty, damaged, unsafe, not as described, or not what you ordered, if you tell the shop within 7 days of receiving them, and offer a repair, replacement or refund.
  • Refund in full, including any delivery fee you paid, if the shop cancels a confirmed order or cannot deliver it, and you have already paid.
  • Make refunds promptly, normally within 7 days of agreeing the return, using the method you paid with or another method you agree to.
  • Explain its returns policy clearly, including any items it cannot take back for hygiene or safety reasons (for example underwear, earrings or opened food), before you buy.
  • Reply to you about a problem with an order within a reasonable time, ideally within two working days.

A shop does not have to accept a return just because you changed your mind, unless its own policy says it will.

3. How to ask for a return or refund#

  1. Contact the shop as soon as you can, using the phone number, WhatsApp or email on your order confirmation or on the shop’s page.
  2. Give your order number, say what is wrong and what you would like (repair, replacement or refund), and send clear photos if the item is damaged or not as described.
  3. Keep the item, its packaging and any labels until the return is agreed, and agree with the shop how the item will be returned and who pays for it.
  4. Keep a record of your messages and of any payment you made to the shop.

4. If you cannot sort it out with the shop#

If the shop does not reply within a few working days, refuses a return it should accept, or you think it has acted dishonestly, contact SMA. Send us your order number, the shop’s name and a short description of what happened, with any photos or messages.

We will look into it, contact the shop and ask it to put things right. Because SMA is not a party to the sale and does not hold payments, we cannot refund you ourselves or order a shop to pay. We can and do act against shops that break our rules: we may remove a verified badge, hide products, or suspend the shop. If you believe you have been the victim of fraud, you can also report it to the Ghana Police Service.

5. Avoiding problems#

  • Read the product description and ask the shop questions before you order.
  • Where you can, inspect the item before you pay, or choose cash on delivery.
  • Prefer shops with a verified badge and good reviews from verified buyers.
  • Read our safety tips.