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At Kromonline, we offer a refund and return policy to ensure a hassle-free shopping experience. If you’re not satisfied with your purchase, you can return eligible items within 7 days of delivery. Items must be in their original, unused condition with all packaging intact. Refunds will be processed to the original payment method or as store credit within 7 business days of receiving the returned product. Please note that perishable goods, personal care items, and customised products are non-returnable unless they are defective or damaged.

If you receive a damaged or incorrect item, contact us immediately at support@kromonline.com or call +233 (0) 538 999 972. We will provide you with a return shipping label and issue a full refund or replacement, including return shipping costs. Our aim is to make your shopping experience as smooth as possible with transparent return and refund guidelines.

Eligibility for Returns

  • Items must be returned within 7 days from the date of delivery.
  • To be eligible for a return, the item must be in its original condition, unused and unwashed, with all original tags and packaging intact.
  • Perishable items, personal care products, and custom-made or personalised items are non-returnable unless they are damaged or defective upon arrival.

Return Process

  1. Initiate a Return:
    • Log into your Kromonline account and navigate to the “Orders” section.
    • Select the item you wish to return and click on “Initiate Return.”
    • Provide a reason for the return and upload a photo if the item is defective or damaged.
  2. Approval:
    • Our support team will review your return request and notify you of the approval or rejection within 48 hours.
  3. Return Shipping:
    • If your return is approved, you will receive a return shipping address.
    • Return shipping costs are the responsibility of the customer, except in cases of defective or incorrect items.

Refund Guidelines

  • Refunds are processed within 7 business days after we receive and inspect the returned item.
  • Refunds will be issued to the original payment method or as Kromonline store credit (whichever is preferred).
  • For COD (Cash on Delivery) orders, refunds will be issued as store credit or via bank transfer once confirmed.

Exclusions and Conditions

  • Items that do not meet the return eligibility criteria (e.g., used, washed, or damaged by the customer) will not be refunded or exchanged.
  • Any item returned without prior approval will not be accepted.
  • Discounted or promotional items are considered final sale, unless they are defective or damaged.

Damaged or Incorrect Items

If you receive an item that is damaged or incorrect, please contact us immediately:

  • Email: support@kromonline.com
  • Phone: +233 (0) 538 99 99 72
  • Include your order number, a description of the issue, and photos of the damaged or incorrect item.
    We will arrange for a replacement or refund, including covering the return shipping costs.

Exchanges

  • Exchanges are available for items of the same value, subject to stock availability.
  • To initiate an exchange, follow the same process as initiating a return and select Exchange as the reason.

Contact Us

For assistance or more information, feel free to reach out: