Refund & Returns Policy

At Thewo Goods, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we’re here to help. Please read our Refund & Returns Policy below.

Returns

You may request a return within 7 days of receiving your order if:

• The item is damaged upon delivery.
• You received the wrong item.
• The item has a manufacturing defect.
• The item is significantly different from its description.

To qualify for a return, the item must:

• Be unused and in its original condition.
• Be returned with original packaging.
• Include proof of purchase or order confirmation.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

• Books showing signs of use or damage after delivery.
• Downloadable digital products.
• Gift cards or vouchers.
• Customized or personalized products.
• Clearance or final sale items.
• Hygiene-sensitive products where applicable.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be processed within 5–10 business days using the original payment method whenever possible.

Depending on your payment provider, it may take additional time before the refund appears in your account.

Exchanges

If you received:

• The wrong item
• A defective product
• A damaged product

We will gladly replace it at no additional cost, subject to product availability.

If the item is unavailable, you may choose between:

• A full refund
• Store credit
• A similar replacement product

Damaged or Incorrect Orders

Please inspect your order immediately after delivery.

If your package arrives:

• Damaged
• Incomplete
• Incorrect

Please contact us within 48 hours and provide:

• Your order number
• Photos of the item
• Photos of the packaging (if damaged)

This helps us resolve your request as quickly as possible.

Return Shipping

If the return is due to our error (wrong, defective or damaged item), Thewo Goods will cover the return shipping costs.

If the return is for any other approved reason, the customer may be responsible for return shipping charges.

Order Cancellation

Orders may be cancelled before they have been processed or shipped.

Once an order has been dispatched, it can no longer be cancelled and must follow the standard return procedure.

Items That Cannot Be Refunded

Refunds will generally not be approved if:

• The item has been used, damaged or altered after delivery.
• The return request is made after the return period.
• The product was damaged due to misuse.
• No proof of purchase can be provided.
• The product is marked as non-returnable.

Contact Us

For any questions regarding returns or refunds, please contact us.

Thewo Goods

📧 Email: support@thewogoods.com

📞 Phone: +260962487334

📍 Lusaka, Zambia

Our customer support team will respond as quickly as possible to assist you.