SHIPPING & RETURNS
Return & Exchange Policy
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CALL US: +250 787 322 317 - Rwanda
Mon – Fri 8 AM – 7:00 PM (CAT)
Order Placement Guideline
Once your order is placed, you will receive an order confirmation email from us. Once an order has been submitted changes to ship to address cannot be accommodated unless directly contacting us before items are shipped via phone or email. If the shipment process has begun, we will not be able to make any adjustments to your order. You will receive a shipping confirmation email with your tracking number once your order has been shipped.
We accept returns within 4 weeks from the delivery date. Items returned must be in original condition with tags attached. Merchandise must be unworn, unaltered, and unwashed. We reserve the right to deny a refund, exchange or store credit if the item(s) returned are not in original condition or do not meet our quality standards. All sale items are FINAL SALE and ineligible for return or exchange without exception. Shipping charges are non-refundable.
To request a return authorization, email email@example.com with your order number and reason for return. You will be contacted by customer service within 24 hours, Monday – Friday. To speak with a customer service representative please call +250787322317 or use our live chat feature. Our representatives are available Monday – Friday between 8AM – 7PM (CAT) CENTRAL AFRICAN TIME. (Holidays excluded)
To make a return please contact firstname.lastname@example.org to request a return label.
If you elect to use your own shipping service, we require an RA number on the outside of the package. (Contact email@example.com for RA number.) IMPANO ATHLETICS, LLC will not be responsible for any packages shipped by the customer using another shipping service. In the event the package is lost, the customer will be responsible for tracking and routing the package back to IMPANO ATHLETICS, LLC and getting it to our warehouse within the time period allotted for a return to be accepted. Please keep tracking number on record until the refund confirmation email is received.
Returns must be received within 2 weeks of the RA approval date for a full refund. Any return received after the 2 week period will be returned to sender.
Returns can take up to 7 days after delivery for our e-commerce warehouse to process. Once we receive your return and confirm its condition is acceptable, we will process your refund to the original form of payment within 5 business days. Please note we reserve the right to reject returns on damaged goods that do not pass inspection upon receiving at our warehouse. All sales taxes will be refunded; however original shipping charges are non-refundable. Once your return is processed, you will receive an email confirmation. A credit will post to your statement within 2-7 business days depending on your financial institution. IMPANO ATHLETICS, LLC cannot accept responsibility for any packages lost, stolen or damaged in transit.
Domestic Shipping Rates (within the Republic of Rwanda and EAC)
Ground Shipping is $20
Domestic Shipping Guidelines
All orders are shipped via EMS Monday – Friday, excluding holidays. Express ordering is currently NOTavailable. Orders are not available for P.O. Box addresses.
Cut off time for same day RWANDA delivery is 1 PM Monday – Friday. If you have any questions or urgent requests please contact Customer Care at firstname.lastname@example.org
Orders are processed within 2 business day. Once processed you will receive your order within 2-7 business days within Rwanda, 1-2 weeks within EAC and 2-3 weeks for international orders. Please note orders are not shipped with signature required. IMPANO ATHLETICS, LLC is not responsible for any lost or stolen packages that note delivery confirmation to the correct shipping address. IMPANO ATHLETICS, LLC is not responsible for orders shipped to incorrect addresses provided by the customer. IMPANO ATHLETICS, LLC is not responsible in the event of any delays in shipping or delivery due to force of nature or other uncontrollable events.
Free ground shipping and free returns are only available within the Republic of Rwanda
We accept all major credit cards, Paypal, MTN Mobile Money, Mpesa, online store credit, and gift cards.
Sales tax will be charged on all orders shipped. No other tax or import duty will be applied to orders shipped.
We currently ship Globally. Duties and taxes will be collected at checkout. All international orders are FINAL SALE.