1. Our commitment
At Popimall, we want you to shop with confidence. If something goes wrong with your order, this Refund Policy explains when refunds, replacements, or store credit may be available.
2. Eligible refund situations
- Damaged, spoiled, or defective products received.
- Missing items from your delivered order.
- Wrong product delivered compared with your confirmed order.
- Cancelled orders where payment was already captured.
- Duplicate charges or verified payment errors.
3. Non-refundable situations
- Change of mind after delivery for perishable goods such as fresh produce, meat, dairy, and prepared food items.
- Electronics, appliances, or bulky items reported after delivery without inspection notes or beyond the reporting window.
- Fashion or apparel items that have been worn, washed, altered, or returned without original tags and packaging.
- Products that have been used, opened, or stored improperly after delivery.
- Items marked as final sale or non-returnable at the time of purchase.
- Delivery delays caused by incorrect address details, unavailable recipient, or events outside Popimall's control.
4. Reporting an issue
Please report order issues within 24 hours of delivery for perishable products and within 48 hours for non-perishable items. Contact us through our Contact page, WhatsApp support, or email at info@popimall.com with your order number, product details, and clear photos where applicable.
Our team will review your request and may request additional information before approving a refund or replacement.
5. Refund methods and timing
Approved refunds are returned to the original payment method whenever possible. Mobile money, card, and wallet refunds may take 3 to 10 business days depending on your payment provider.
In some cases, Popimall may offer replacement delivery or store credit instead of a cash refund, especially when stock availability or delivery timing allows a faster resolution.
6. Order cancellations
You may request cancellation before your order is packed or dispatched. Once fulfillment has started, cancellation may not be possible, especially for fresh and temperature-sensitive goods.
If a cancellation is approved after payment, a full or partial refund may be issued depending on preparation and delivery status.
7. Delivery fee refunds
Delivery fees are refundable only when the issue is caused by Popimall, such as a failed delivery on our side, a completely incorrect order dispatch, or a confirmed service failure.
8. Promotional and discounted orders
Refunds for promotional purchases are calculated based on the amount actually paid. Coupons, bundle discounts, and promotional credits may be adjusted proportionally in the final refund value.
9. Chargebacks and disputes
If you experience a payment issue, please contact Popimall support before initiating a chargeback. We will work with you to resolve valid concerns quickly and fairly.
10. Policy updates
Popimall may update this Refund Policy from time to time. Changes will be posted on this page with a revised date. The policy in effect at the time of your order will generally apply to that purchase unless otherwise required by law.
11. Contact support
Need help with a refund request? Reach Popimall support at info@popimall.com, +233 20 204 4566, or through the Contact page on our website.