Refund policy

Return and Refund Policy

At SAMXIA, we want you to shop with confidence. Please read our return and refund policy carefully before making a purchase.

1. Return Period

You may request a return within 14 days after receiving your order.

To qualify for a return, the product must be:

In the same condition in which it was received
Unused or only reasonably inspected
Complete with all accessories, manuals and original packaging
Accompanied by an order confirmation, receipt or other proof of purchase

Products that are damaged through misuse, incorrect installation, mishandling or unauthorised repair may not qualify for a refund.

2. How to Request a Return

Before returning a product, please contact us through:

Email: support.samxia@gmail.com
WhatsApp: 0598909173

Please provide:

Your order number
Your name and telephone number
The product you wish to return
The reason for the return
Photos or videos if the product is damaged, defective or incorrect

Please do not return a product before receiving return instructions from our customer service team.

3. Change-of-Mind Returns

Customers may request a return within 14 days after delivery, even if the product is not defective.

For change-of-mind returns:

The customer is responsible for the direct return delivery cost.
The original delivery charge is generally not refundable after a successful delivery.
The product must be returned complete and in resalable condition.
Any damage or reduction in value caused by use beyond reasonable inspection may be deducted from the refund.

Opening the packaging only to inspect the product does not automatically make the product ineligible for return.

4. Damaged, Defective or Incorrect Products

Please inspect your order as soon as it is delivered.

Contact us promptly if:

The product arrives damaged
The product is defective
You receive the wrong product
Parts or accessories are missing

When the issue is confirmed to have existed at delivery, SAMXIA may provide, as appropriate:

A replacement
A repair
A full or partial refund

For confirmed damaged, defective or incorrect products, SAMXIA will be responsible for the reasonable return or replacement delivery cost.

Photos, videos or other information may be requested to help us assess the issue. This does not affect any rights available under applicable Ghanaian law.

5. Non-Returnable Products

Returns may not be accepted for:

Products made or ordered to the customer’s specifications
Perishable goods
Personal-care or hygiene products that have been opened, where return would create a health or hygiene risk
Products damaged by improper use, voltage problems, accidents or incorrect installation
Products altered or repaired without our authorisation
Gift cards
Products specifically identified as non-returnable where permitted by law

This section does not limit a customer’s rights where a product was supplied damaged, defective, unsafe or materially different from its description.

6. Return Delivery

Customers must package returned products securely.

We recommend using a trackable delivery service and keeping the receipt or tracking number. SAMXIA is not responsible for return parcels lost or damaged before they reach our designated return location, except where SAMXIA arranged the collection.

The return address will be provided after the return request is approved.

7. Refunds

After receiving and inspecting the returned product, we will notify you whether the refund has been approved.

Approved refunds will normally be issued through the original payment method whenever possible.

Depending on the payment method, bank, card provider or Mobile Money operator, additional processing time may be required before the refund appears in the customer’s account.

Cash-on-delivery refunds may be processed by Mobile Money, bank transfer or another agreed method.

8. Delivery Charges

If a return is caused by a damaged, defective or incorrect product, reasonable delivery and return costs will be covered by SAMXIA.

For change-of-mind returns:

The customer pays the direct return cost.
Premium or special delivery charges requested by the customer may not be refundable.
The original standard delivery charge may not be refunded after a successfully completed delivery, except where required by applicable law.
9. Order Cancellations

Orders may be cancelled before dispatch by contacting us immediately.

Once an order has been dispatched, it may need to be processed as a return after delivery.

Refusing a cash-on-delivery parcel without contacting us does not automatically complete a cancellation or refund request.

10. Exchanges

Exchanges depend on product availability.

Where the requested replacement is unavailable, the customer may choose another eligible product or receive an approved refund.

11. Contact Us

For return or refund questions, please contact:

SAMXIA Customer Service
Email: support.samxia@gmail.com
WhatsApp: 0598909173
Telephone: 0598909173
Business address: High School Junction Tro Station in kumasi
Customer service hours: 9:00-15:00