Returns and Refunds Policy

Returns and Refunds Policy

Last updated: November 2025

KhinSaas Online wants customers to receive products in the condition and specification reasonably expected from their order. This policy explains how return and refund requests are handled for both locally stocked and imported products.

1. Return Request Period

If you believe your order qualifies for a return, please contact KhinSaas Online promptly, preferably within 3 days after delivery. This reporting request does not remove rights for hidden defects or other claims protected by law. Include your order number, the reason for the request and, where relevant, clear photos or video showing the issue.

2. When a Return or Refund May Be Considered

• The wrong product was delivered.
• The product arrived materially damaged or defective.
• The product materially differs from the confirmed order or description.
• An item paid for becomes unavailable before it can be sourced or fulfilled.
• Another circumstance where a refund or remedy is required under applicable law.

3. Conditions for Returns

Where a physical return is required, the product should be returned with its original accessories, components and packaging where reasonably possible. Products should not be unnecessarily used, altered or damaged after delivery. We may inspect a returned product before approving the appropriate remedy.

4. Items That May Not Qualify

A return or refund may be declined for a change of mind after a specialised/imported item has already been sourced specifically for the customer, normal wear and tear, damage caused after delivery, misuse, or a late discretionary change-of-mind request, except where applicable law requires otherwise. Hygiene-sensitive, personalised or specially ordered products may also have return restrictions that will be disclosed where applicable.

5. Imported and Sourced-to-Order Products

KhinSaas Online operates a hybrid e-commerce model. Some products are stocked locally, while specialised or imported products may be sourced after an order is confirmed. Because sourcing may begin soon after payment confirmation, cancellation of an imported or specially sourced order is not automatically guaranteed once supplier procurement or international shipment has begun. We will review such requests based on the order’s fulfilment stage and applicable law.

6. How to Request a Return or Refund

Contact us at info@khinsaasonline.com and provide your order number, contact details, reason for the request and supporting photos or video where relevant. Our team will review the request and provide return or resolution instructions. Please do not send an item back before receiving return instructions.

7. Return Costs

If a return is required because KhinSaas Online supplied the wrong item or the item arrived materially damaged or defective, we will advise the customer on the return arrangement. For an approved return arising for another reason, return delivery costs may be the customer’s responsibility, subject to applicable law and the circumstances of the order.

8. Refund Processing

Once an approved return has been received and inspected, or once a refund has otherwise been approved, we will notify the customer. Approved refunds will normally be returned through the original payment method where supported. The time for funds to appear may also depend on the payment provider or financial institution.

9. Contact

For return or refund assistance, contact info@khinsaasonline.com with your order number and details of the issue.

10. Cancellation Before and After Procurement

Request cancellation as soon as possible. Before supplier purchase, customisation or dispatch, we will review whether the order can be stopped. Once an imported or specially ordered item has been purchased or dispatched, a change-of-mind cancellation or full refund is not automatically guaranteed. We will assess the fulfilment stage and whether the supplier or carrier can accept cancellation or return.

Any deduction must be lawful, reasonable and supported by actual unrecoverable costs that were disclosed and agreed where required. We will provide an itemised explanation, account for recoveries from suppliers or carriers and avoid duplicate charges. A deduction for a change-of-mind cancellation does not apply automatically to a valid claim arising from our breach, defective goods, a wrong item or non-delivery.

11. Shipping Charges and Delivery Delays

Shipping must be identified as fixed or estimated before the customer agrees. Fixed charges remain the agreed charges; estimates must explain their calculation and exclusions. Any proposed additional charge requires an explanation and customer agreement. We will communicate significant delays and provide updated information. Delivery estimates do not remove applicable remedies for failure to fulfil an order.

12. Evidence, Return Arrangements and Timelines

An unboxing video is helpful but is not a condition for a valid claim. Missing packaging or reporting after three days does not by itself remove rights concerning hidden defects or other claims protected by law. Please preserve the item and relevant evidence and contact us for safe collection or return arrangements. Where we are responsible for a wrong, defective or damaged item, we will arrange and cover reasonable necessary return costs, subject to the circumstances and applicable law.

We will aim to acknowledge a request within two business days and provide an initial decision or progress update within five business days. If inspection or supplier information is needed, we will explain the reason and the next update date. On approval, we will state the refund amount, any lawful itemised deductions and the expected payment date; we aim to initiate payment within seven business days of approval. Provider processing may affect when funds appear. These service targets do not extend any legally required deadline.

13. Effective Date and Customer Rights

These additions apply to new orders from this publication after customers have an opportunity to read and accept the policy before payment. They do not retrospectively change existing orders. Nothing in this policy excludes rights or remedies that cannot lawfully be excluded under Ghanaian law.