Return and Refund Policy

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Thank you for shopping with Emergent World Solutions (EWS). We want you to be satisfied with your purchase. This Return, Refund and Exchange Policy explains the conditions under which products purchased through emergentworldsolutions.com may be returned, exchanged or refunded.

This policy applies to both domestic and international orders unless a different rule is required by the consumer protection laws of the customer’s country. Nothing in this policy is intended to limit any legal rights available to a customer under applicable law.

You may request a return within 14 calendar days after the date your order is delivered.

To qualify for a return, you must contact us before the 14-day return period expires. Sending an item back without first contacting us does not automatically qualify it for a refund.

After your return request has been approved, the item must be handed to the courier or shipping provider within 14 calendar days of receiving the return instructions.

The delivery date shown by the courier’s tracking information will normally be treated as the date the order was delivered.

To be eligible for a return, the item must:

• Be unused, unworn, unwashed and undamaged.
• Be in the same condition in which it was received.
• Contain all original packaging, tags, labels, manuals, accessories, certificates and free gifts.
• Show no signs of wear, alteration, washing, staining, scratching, misuse or damage.
• Be accompanied by the order number, receipt or another acceptable proof of purchase.
• Be returned from the person or address connected to the original order, unless otherwise approved.

Customers may carefully inspect an item in the same way they would reasonably inspect it in a physical shop. However, using an item beyond what is necessary to inspect its condition, size, appearance or basic function may reduce the refund amount.

We reserve the right to reject a return or issue a partial refund where an item does not meet these conditions, subject to applicable law.

Unless the item is defective, damaged, incorrectly supplied or applicable law requires otherwise, the following items cannot normally be returned:

• Custom-made, personalized, engraved or specially ordered products.
• Products manufactured or altered according to the customer’s specifications.
• Items marked as “final sale” or “non-returnable” before purchase.
• Gift cards, store credit and promotional vouchers.
• Undergarments, earrings, pierced jewellery, swimwear and other hygiene-sensitive products after their hygiene seal has been removed.
• Products damaged through misuse, improper handling, accidents, neglect or failure to follow care instructions.
• Items altered, repaired or modified by the customer or another person without our written approval.
• Products purchased from another seller, marketplace or third-party retailer.

A discounted item is not automatically a final-sale item. It will only be considered final sale where this was clearly stated before the customer completed the purchase.

Please inspect your order as soon as it is delivered.

Contact us within 48 hours, or as soon as reasonably possible, if:

• The item arrived damaged.
• The item is defective.
• You received the wrong product, size, color or quantity.
• A product is missing from the parcel.
• The parcel appears to have been opened or tampered with.
• The product is materially different from its description on our website.

Your message should include:

• Your full name.
• Your order number.
• A clear description of the problem.
• Photographs or a short video showing the item, packaging, shipping label and damage or defect.
• A photograph of every item received where the order is incomplete or incorrect.

Do not discard the product, delivery box, packaging materials or shipping label until we have reviewed the claim.

Where we confirm that an item was damaged, defective or incorrectly supplied, we may provide one of the following remedies, depending on the circumstances and applicable law:

• A replacement.
• A repair.
• An exchange.
• Store credit.
• A partial refund.
• A full refund.

For approved defective, damaged or incorrect-item claims, EWS will pay or reimburse reasonable return-shipping costs using the return method authorized by us.

We will not reimburse premium, express or unauthorized return-shipping charges unless we approved them in writing beforehand.

A change-of-mind return occurs when the correct item was delivered in good condition, but the customer no longer wants it.

Approved change-of-mind returns must meet all return eligibility requirements.

Unless applicable law requires otherwise:

• The customer is responsible for return-shipping costs.
• Original express, priority or premium delivery charges are non-refundable.
• Any customs duties, import taxes, brokerage fees or handling fees are non-refundable by us.
• The customer is responsible for ensuring that the item reaches our return address safely.
• The customer should use a traceable shipping service.

Where required by applicable law, we will also refund the cost of the least expensive standard delivery option originally offered. Any additional amount paid for express or premium delivery may not be refundable.

We may accept exchanges for eligible products, subject to stock availability.

An exchange may be requested for:

• A different size.
• A different color.
• A different style.
• A replacement for an approved damaged, defective or incorrect item.

For change-of-mind exchanges, the customer may be responsible for:

• Returning the original item.
• The cost of shipping the replacement item.
• Any price difference between the original and replacement products.
• Customs duties, taxes or handling charges connected with the replacement shipment.

If the replacement product costs more than the original item, the customer must pay the difference before it is shipped.

If the replacement product costs less, the difference may be refunded to the original payment method or issued as store credit.

Because stock can change quickly, an exchange item is not reserved until we receive and approve the returned product. Where an exchange is unavailable, we may offer a refund or store credit.

International returns may require additional processing time because of customs procedures, longer shipping times and carrier delays.

Customers outside Ghana must contact us before returning an item. We will provide the correct return address and customs instructions where available.

The customer must:

• Clearly mark the shipment as “Returned Goods” where permitted.
• Complete customs documents accurately.
• Include the original order number and return authorization details.
• Avoid declaring the return as a new commercial sale.
• Keep the return tracking number and shipping receipt.
• Follow all export and import rules applicable to the shipment.

We are not responsible for a return that is delayed, rejected, confiscated or charged additional fees because the customer completed customs documents incorrectly or failed to follow the return instructions.

Unless the return concerns a confirmed defective, damaged or incorrect item, the customer is responsible for international return-shipping expenses.

International orders may be subject to:

• Customs duties.
• Import VAT or sales tax.
• Clearance fees.
• Brokerage charges.
• Postal handling charges.
• Local administrative fees.

These charges are generally determined by the destination country and may be collected by customs authorities, postal operators or delivery companies.

Unless the website or checkout page expressly states that duties and taxes are included, the customer is responsible for paying all customs charges associated with the order.

Customs charges are not part of the product price or shipping fee paid to EWS and are generally not refundable by us.

Where a returned item qualifies for a customs-duty refund, the customer is responsible for applying directly to the appropriate customs authority unless applicable law or our shipping arrangement requires us to assist. We do not guarantee that a customs authority will approve a refund.

Customers should not refuse an international parcel as a method of returning an order unless we have provided written instructions to do so.

When a parcel is refused, unclaimed or returned because the customer failed to:

• Pay customs duties or taxes.
• Provide information requested by customs or the courier.
• Collect the parcel.
• Respond to delivery notices.
• Provide a complete and accurate address.

We may deduct the following from any refund:

• Original shipping costs.
• Return-to-sender shipping fees.
• Customs duties paid on the customer’s behalf.
• Courier handling or storage charges.
• Other reasonable costs caused by the unsuccessful delivery.

A refund will only be considered after the parcel has been returned to and inspected by us. If the return costs are equal to or greater than the refundable value of the order, no refund may be due, to the extent permitted by law.

Customers are responsible for entering a complete and accurate delivery address before placing an order.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order has been processed or shipped.

We are not responsible for delivery failure caused by:

• An incorrect house number, postcode or postal code.
• A missing apartment, unit or digital address.
• An incorrect telephone number.
• An incomplete recipient name.
• An address that the courier cannot access.
• A customer moving without updating the delivery address.

If the parcel is returned to us, the customer may be required to pay the cost of reshipping it. If the customer requests a refund instead, original and return-shipping costs may be deducted where permitted by law.

Estimated delivery dates are estimates and are not guaranteed unless expressly stated.

International deliveries may be delayed by:

• Customs inspections.
• Public holidays.
• Severe weather.
• Flight or transportation disruptions.
• Security checks.
• Incomplete customs information.
• Local postal delays.
• Events outside our reasonable control.

A parcel will not be treated as lost merely because it has not arrived by the estimated delivery date.

Contact us at [customer service email] if the tracking information has not changed for [number] business days or if the courier shows the parcel as delivered but you cannot locate it.

Before reporting a parcel missing, please:

• Confirm that the delivery address is correct.
• Check with household members, neighbors, reception staff or security personnel.
• Check any safe place identified by the courier.
• Contact the local courier or postal office.

We will assist with an investigation where appropriate. Refunds or replacements for lost parcels will only be issued after the courier completes its investigation or otherwise confirms the loss.

Where tracking confirms delivery to the address provided by the customer, we may not be responsible for theft or loss occurring after delivery, except where applicable law provides otherwise.

To request a return, contact us using the following details:

Email: [customer service email]
Telephone/WhatsApp: [telephone number]
Return portal: [return portal address, if applicable]

Include:

• Your full name.
• Your order number.
• The product you want to return.
• The reason for the return.
• Photographs or videos where the item is damaged, defective or incorrect.
• Whether you are requesting a refund, exchange or replacement.

We will review the request and provide return instructions if it is approved.

Items must not be returned without approval.

Where applicable, we will provide a Return Authorization Number or reference. This reference must be written on or included inside the return parcel.

Products sent to an unauthorized address may be delayed, refused or returned to the sender.

Approval of a return request does not guarantee a refund. The final decision will be made after the returned product has been received and inspected.

The customer must package the returned item securely to prevent damage during transportation.

Where possible, use:

• The original product packaging.
• The original protective materials.
• A strong outer shipping box.
• A traceable and insured delivery service.
• Signature confirmation for high-value items.

Do not attach labels or tape directly to branded product packaging unless instructed.

For change-of-mind returns, the customer remains responsible for the product until it is delivered to our authorized return address.

We are not responsible for items lost or damaged during unauthorized return shipping. The customer may need to make a claim directly with the return courier.

After receiving the returned item, we will inspect it to confirm:

• Its identity and serial number, where applicable.
• Its physical condition.
• Whether all accessories and packaging are included.
• Whether it has been used, washed, worn, altered or damaged.
• Whether it matches the stated reason for return.
• Whether it was purchased from our store.

We will normally notify the customer of the approval or rejection of the refund within 5 business days after receiving the return.

Complex claims, international returns or products requiring technical inspection may take longer.

Approved refunds will normally be issued to the original payment method.

Depending on the original payment method, this may include:

• Debit or credit card.
• Mobile money.
• Bank transfer.
• Online payment account.
• Store credit, where agreed.

We will normally process an approved refund within 5–10 business days after completing the inspection.

After we process the refund, banks, card companies, mobile money providers and payment processors may require additional time before the funds appear in the customer’s account.

We are not responsible for delays caused by the customer’s financial institution or payment provider.

Shipping charges, customs fees, gift-wrapping charges and other service charges will only be refunded where required by this policy or applicable law.

Where permitted by law, a partial refund or deduction may apply when:

• The item shows signs of use or wear.
• The item has been damaged after delivery.
• Original packaging, accessories, labels or gifts are missing.
• The customer returned only part of a bundle or set.
• The product’s value has been reduced through unnecessary handling.
• Unauthorized shipping, customs or recovery charges were incurred.
• A promotional discount is no longer valid after part of the order is returned.

We will explain any material deduction before or when issuing the refund.

Where a purchase included a free gift, bundle discount, “buy one, get one” offer or minimum-spend promotion, all related products may need to be returned to receive a full refund.

If the customer keeps the free or discounted item, its regular or stated promotional value may be deducted from the refund where permitted by law.

Returning part of a bundle may cause the remaining items to be recalculated at their individual prices.

An order may be cancelled before it is shipped by contacting us immediately.

We cannot guarantee cancellation after an order has been placed because processing may begin immediately.

If the order has already been shipped, the customer must follow the standard return process after receiving it.

Custom-made, personalized or made-to-order products may not be cancelled after production has started, except where required by law.

Payment-processing fees that cannot be recovered from the payment provider may be deducted only where this is permitted by applicable law and was disclosed before purchase.

Customers are responsible for providing accurate payment and account information.

If a refund fails because an account has been closed, a mobile money number is incorrect or the payment provider rejects the transaction, we may request additional information to complete the refund.

For security reasons, we may require proof that the refund account belongs to the customer. We will not normally issue a refund to an unrelated third party.

Please contact us first if you believe there is a problem with an order or refund. This gives us an opportunity to investigate and resolve the issue.

Submitting a payment dispute does not remove the customer’s responsibility to return an item when a return is required.

We reserve the right to provide order records, delivery confirmation, communications and other relevant evidence to the payment provider when responding to a dispute.

This section does not prevent a customer from exercising any lawful right to dispute an unauthorized or incorrect transaction.

Certain products may include a separate manufacturer’s warranty.

A manufacturer’s warranty is subject to the manufacturer’s own terms and may require the customer to contact the manufacturer or an authorized service authorized.

Any manufacturer’s warranty is separate from the customer’s legal rights and does not reduce the remedies available for products that were defective, damaged or incorrectly described when supplied.

We may refuse future transactions or restrict returns where there is reasonable evidence of:

• Return fraud.
• Repeated use and return of products.
• Returning counterfeit or substituted products.
• Altering serial numbers or product identifiers.
• False claims that an item was missing, damaged or not delivered.
• Repeated violations of this policy.

Any restriction will be applied reasonably and will not limit rights that cannot legally be excluded.

We may update this Return, Refund and Exchange Policy from time to time.

The policy that applies to an order will generally be the version published when the order was placed, unless a later change gives the customer greater rights or applicable law requires otherwise.

The effective date and last-updated date will appear at the top of this policy.

This policy and purchases made through our store are governed by the laws of Ghana, except where mandatory consumer protection laws in the customer’s place of residence apply.

For international sales, customers may have additional rights that cannot be excluded or limited by this policy.

For questions about a return, exchange or refund, contact:

Business name: Emergent World Solutions
Trading name:Emergent World Solutions
Email: [Customer Service Email]
Telephone/WhatsApp: 020000000
Business address: Accra, Ghana.
Website: www.emergentworldsolutions.com
Customer service hours: Mon-Fri (9:00AM - 5:00PM)