Returns & Refunds Policy

Returns & Refunds Policy

At Fest Ghana Limited, your satisfaction is our priority. We stand behind every product we sell. If something isn't right, here's how we'll make it right.

๐Ÿ“‹ Return Policy Summary โ€” At a Glance

Return Window 7 days from delivery
Return Method In store / By pickup arrangement
Restocking Fee Free (no restocking fee)
Refund Processing 3โ€“5 business days
Applicable Country Ghana (GH)
Product Condition Required Unused, unopened, original packaging

Our 7-Day Return Window

You may return most items within 7 days of delivery for an exchange or refund, provided they meet the conditions below.

Conditions for Returns

  • Item must be unused, unopened, and in its original packaging
  • All seals, labels, and tags must be intact
  • Proof of purchase (order number, receipt, or SMS confirmation) must be provided
  • Return must be initiated within 7 days of receiving the item

Items That Cannot Be Returned

For safety, hygiene, and product-integrity reasons, the following items are not eligible for return once opened:

  • Opened buckets of polyurethane waterproof coating or any liquid coating
  • Opened waterproof leakage sprays
  • Opened drain cleaner powder or any chemical product
  • Custom or bulk-prepared orders
  • Items damaged due to misuse or improper application

If you're unsure whether a product will suit your project, call us on 0555548001 before opening โ€” we'll happily advise.

Damaged or Defective Items on Arrival

We pack carefully, but accidents happen. If your order arrives damaged, leaking, or defective, please report within 24โ€“48 hours of delivery (this reporting window is separate from the standard 7-day return window):

  1. Contact us within 24โ€“48 hours of delivery on 0555548001
  2. Send a clear photo of the damage via WhatsApp
  3. Keep the original packaging until we've resolved the issue

We'll arrange a free replacement or full refund โ€” no questions asked.

Wrong Item Delivered

If we send you the wrong product (wrong size, wrong colour, wrong item entirely), contact us on 0555548001 within 48 hours. We'll arrange a swap at no cost to you.

How to Start a Return

  1. Call or WhatsApp us on 0555548001 with your order number and reason for return
  2. We'll confirm whether the item is eligible and give you return instructions
  3. Once we receive and inspect the returned item, we'll process your refund or exchange within 3โ€“5 business days

Refund Methods

Refunds are issued via the original payment method:

  • Mobile Money: refunded to the same Momo number used for payment
  • Card payment: refunded to the original card (allow 5โ€“10 business days for the bank to process)
  • Bank transfer: refunded to your bank account
  • Pay on Delivery orders: refunded via Mobile Money or bank transfer

Return Shipping Costs

  • If the return is due to our error (wrong, damaged, or defective item), we cover return shipping
  • If the return is a change of mind, the customer covers return shipping costs

Contractor & Bulk Orders

For contractor and bulk orders, returns are assessed case by case. Sealed full cases can usually be returned within the 7-day window. Opened or part-used cases are not eligible. Call us directly on 0555548001 to discuss.

Need Help?

If you have any questions about a return, refund, or product issue:

We'll work with you to make it right.