The short version
- A preorder is not automatically non-refundable. Standard online-sale and product-quality rights still apply.
- Goods genuinely made to a customer's specification, perishable goods, goods that cannot be returned by their nature, and certain unsealed media may fall within statutory exceptions.
- Wrong, defective, misdescribed, unavailable or materially late goods are not treated as customer change-of-mind cancellations.
- A Paystack refund is complete in our records only when Paystack reports it as processed.
Statutory online cancellation rights
For ordinary goods bought through this website, a consumer may cancel within 14 days after receiving the goods, without reason and without a cancellation penalty, subject to applicable Ghana law. The customer may be responsible for the direct cost of returning the goods. These rights are in addition to rights relating to defective, unsafe, wrong or misdescribed goods.
This grace period has statutory exceptions, including certain goods made to the consumer's specification, perishable goods, goods that cannot be returned by their nature, and unsealed audio, video or software. Product pages identify the classification recorded by Shia's Imports. A label does not override the law.
Standard preorders
A standard preorder means Shia's Imports will acquire a standard product after payment. Sourcing the item does not, by itself, convert it into a custom-made product or remove statutory rights. Once sourcing starts, the order remains due for delivery within the delivery period accepted at checkout.
Custom and legally excluded goods
Where a product is genuinely made to the customer's specification or another statutory exception applies, change-of-mind cancellation is handled under the following business rules to the extent permitted by law:
- Before processing starts: an approved cancellation returns the gross eligible balance less a 5% retention amount and the verified, non-refundable Paystack processing fee, if one was charged.
- After processing starts: there is ordinarily no change-of-mind refund because procurement has been committed and the item will be delivered within the agreed period.
- Exceptional post-processing approval: if Shia's Imports chooses to approve one, the refund is the gross eligible balance less actual non-recoverable shipping and customs costs, a 10% retention amount, and the verified non-refundable Paystack processing fee.
“Processing starts” only when Shia's Imports records the first procurement or local picking milestone against the order. The website retains that timestamp and the policy classification accepted at checkout.
When Shia's Imports is responsible
No 5% or 10% retention is applied where Shia's Imports cannot supply the goods, supplies the wrong goods, the goods do not match their description, have an undisclosed defect, or are not delivered within the expressly agreed period and the customer lawfully cancels. Depending on the circumstances, the remedy may be replacement, repair, price reduction or a full refund.
If ordered goods become unavailable, the customer will be notified and any payment due for refund will be handled within the period required by applicable law.
Return conditions and process
- Contact us with the order number and reason before sending anything.
- We will confirm whether a return, inspection, replacement or refund is appropriate and provide the return instructions.
- Keep the item, accessories, labels and packaging reasonably safe while the request is reviewed. This does not reduce rights for a defect that could only be discovered through reasonable use.
- Where return delivery is required, use a trackable method and retain proof of handover.
- After receipt, we inspect only to verify identity, condition and the reported issue; we do not alter a truthful customer complaint.
Refund amount and timing
Every approved refund shows its gross amount, each permitted deduction and the net amount submitted to Paystack. Paystack's original processing fee is not returned to the merchant, so it is deducted only in the limited business-policy cases described above—not from statutory or merchant-fault refunds.
We aim to review complete requests promptly. Once Paystack marks a refund processed, the receiving bank or mobile-money provider may still take up to 10 business days to credit the customer. Pending, processing or needs-attention states are not described as completed.
Chargebacks and disputes
Contact us first so we can investigate and provide a direct resolution. This policy does not remove any lawful right to raise a payment dispute. Fraudulent, duplicate or unauthorized charges are handled separately from product change-of-mind requests.
Contact and requests
Contact Shia's Imports before returning an item. Include your order number and a clear explanation; for a damaged, wrong or defective item, include photographs where reasonably possible.
- shiasimports@gmail.com
- Phone
- 0558568250
- 0558568250
- Business / return address
- GPA: AH-1601-2405
Do not send an item to an unconfirmed address. Unauthorized returns may be delayed or lost.