Returns and Refunds Policy
Last Updated: May 22, 2025
At CIHEDAG, your satisfaction is our priority. This policy explains the terms and conditions for refunds, returns, and exchanges of our products and services, in compliance with the Consumer Protection Act, 2020 (Act 1019) of Ghana and other applicable Ghanaian regulations.
1. Right of Withdrawal
In accordance with the Consumer Protection Act, 2020 (Act 1019), you have the right to withdraw from your purchase within seven (7) days following receipt of the product, for purchases made through distance selling methods including the internet, telephone, catalogue, television, mail, or any electronic or digital platform.
To exercise this right, the product must be in perfect condition, unused, and with all original packaging, labels, accessories, and documents.
2. Legal Warranty
All our products come with the legal warranty established in the Consumer Protection Act, 2020 (Act 1019). The duration of this warranty is:
- Six (6) months for goods that are not durable.
- One (1) year for durable goods.
- Two (2) years for immovable property.
- The voluntary warranty from the manufacturer or supplier, if greater than the legal minimum.
3. Requirements for Returns and Refunds
- The product must be in original condition, unused, and undamaged.
- Must include the purchase receipt or invoice.
- In case of defective products, evidence such as photographs is required.
- Must comply with the deadlines established in this policy.
4. Non-Returnable Products
The following products are not returnable, except in cases of defect or warranty:
- Digital products that have been downloaded or activated.
- Gift cards or shopping vouchers.
- Items on clearance or final sale (when previously disclosed).
- Personalized or custom-made goods.
- Perishable goods whose expiration date has passed.
- Personal hygiene products that have been opened or whose original packaging has been tampered with.
- Medicines and pharmaceutical products.
5. Request Procedure
To initiate a return, refund, or warranty request, contact us at hello (at) cihedag.shop and provide the following information:
- Your full name and contact details.
- Order number or proof of purchase.
- Clear explanation of the problem or reason for your request.
- Evidence (e.g., photographs in case of defective or damaged products).
We will respond to your request within ten (10) working days, in accordance with Ghanaian regulations.
6. Shipping Costs for Returns
In case of exercising the right of withdrawal, the consumer must bear the transport costs and other expenses related to the return of the goods, except if the product is defective or does not correspond to what was ordered, in which case we will bear such costs.
7. Refund Methods
Refunds will be made using the same payment method used in the original purchase, unless otherwise agreed:
- Credit or debit card payments: the refund will be processed to the same card.
- Cash or bank deposit payments: transfer will be made via mobile money or to the bank account you indicate.
- Mobile money payments: the refund will be sent to your mobile wallet.
- Digital wallet payments: the most convenient method will be coordinated.
Refunds will be processed within thirty (30) calendar days after approval of the request.
8. Defective Products
If you receive a defective product or one that does not correspond to what was ordered, contact us within seven (7) days after receipt. After evaluating your case, we will offer you:
- Replacement product.
- Product repair (if applicable).
- Full refund.
9. Dispute Resolution
In case of disputes that cannot be resolved directly, you may approach the Consumer Protection Agency (CPA) or use alternative dispute resolution systems recognized by this entity. You may also access mediation and arbitration systems available in Ghana.
10. Changes to This Policy
We reserve the right to update this policy at any time. Changes will become effective once published on our website. It is recommended to review this page periodically to be aware of possible changes.
11. Contact
If you have questions or concerns about this policy, you can contact us:
- Email: hello (at) cihedag.shop
- Phone: +233 37 204 9562
- Address: Independence Avenue, Tamale, P.O. Box 3156, Northern Region, Ghana