Refund, Returns, and Cancellation Policy

This policy applies to returns of products purchased from Abanista.com, Abanista mobile app, Abanista Business, or from Marketplace sellers on Abanista.com.

1. Return Policy

Not 100% satisfied with your item? We’re happy to help. To exchange or return an item, here’s what you need to know:

Eligible Items: Only items that are unused, in their original packaging, and with all original tags and labels attached.
Return Window: Returns must be initiated within 7 days of the purchase date unless noted in our exceptions.
Return Methods:
In-Store: Return items in-store.
By Mail: Return items for free by mail.
Scheduled Pickup: Return items via a scheduled pickup from your home. Please provide your purchase receipt, Abanista.com or Abanista Business order number, and we will refund the purchase price and applicable taxes and fees to the original form of payment.

Save time by starting your return in the Abanista App or at Abanista.com. No receipt? We can look up store purchases or online orders with the order billing name, order shipping name, phone number, or email.

2. Refund Policy

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund:

Approval: If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days.
Rejection: If your return is rejected due to not meeting the eligibility criteria, the item will be sent back to you at your expense.

3. Exchange Policy

If you need to exchange an item for a different size, color, or style:

Follow the return process to return the original item.
Place a new order for the desired item.

4. Cancellation Policy

Orders can be canceled if they have not yet been shipped:

Order Status: Check your order status on our website or contact Customer Support.
Cancellation Window: If your order is still processing, you can cancel it by contacting Customer Support.
Refund: If the order is canceled successfully, a full refund will be processed to your original payment method within 7-10 business days.

5. Exceptions to Return Policy

Must be returned within 10 days with a receipt:

Prepaid wireless cellular phones in unused, undamaged condition in the original packaging.
Most postpaid (contract) cellular phones in unused, undamaged condition in the original packaging. Other contractually specified requirements may apply.

Must be returned within 14 days with a receipt:

Most electronics, including but not limited to: contract cellular phones, camcorders, digital cameras, digital music players, e-readers, tablets, laptops, PCs, televisions, portable video players, video game hardware, GPS units, audio systems, hoverboards, electric bicycles, electric scooters, and radio-controlled vehicles.
PC components (e.g., motherboards, RAM, graphics cards) in original packaging. After 14 days, contact the manufacturer for warranty assistance.

Must be returned within 30 days with a receipt:

Prescription contacts
Hearing aids

Exchange-Only Items:

Some open/used products can only be exchanged for an exact or similar item:

Open, used drones within 14 days*
Unlocked opened wireless phones within 14 days*
Airbeds, air mattresses within 14 days* (product exchange available if the item is opened/used).
Opened/used durable medical equipment within 30 days* (e.g., crutches, walkers, slings, mobility scooters, pulse oximeters).
*Note: New, unopened items in these categories can be returned for a full refund.

Non-Returnable Items:

Certain items cannot be returned, including:

Perishable goods (e.g., food, flowers)
Personalized or custom-made items
Digital products (e.g., eBooks, downloadable software)
Health and personal care items (e.g., cosmetics, hygiene products)
Gift cards
Hazardous materials and flammable liquids or gases

6. Damaged or Defective Items

If you receive a damaged or defective item:

Contact Customer Support within 48 hours of delivery.
Provide your order number and photos of the damaged or defective item.
We will arrange for a replacement or issue a refund, including return shipping costs.

7. Partial Refunds

In certain situations, only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned outside of the return window.

8. Late or Missing Refunds

If you haven’t received a refund yet:

First, check your bank account again.
Then, contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at support@abanista.com.

9. Contact Us

For any questions or concerns regarding returns and cancellations, please contact our Customer Support team:

Email: support@abanista.com
Phone: +256-200-90-4771
Live Chat: Available on our website during business hours

Abanista reserves the right to limit or decline returns or exchanges regardless of whether the customer has a receipt. All returns are subject to a refund verification process. Abanista also reserves the right to close Abanista.com accounts or to cancel or refuse orders or returns for violations or abuse of our returns policy, or any fraudulent activities relating to returns.

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FAQs

Does my product qualify for return?

Your item must be unused and in the same condition that you received it. Your item must be in the original packaging and you should have the original receipt or proof of purchase.

Do I pay for the cost of return shipping?

Yes, you are responsible for the shipping costs of your return. Please note that we do not refund any freight or shipping charges.