Effective Date: 27th October 2025

At HTL Ghana, customer satisfaction is our top priority. If you are not fully satisfied with your purchase, we are here to help. This Return & Refund Policy explains the conditions under which you can return products, request replacements, or obtain refunds.

1. Eligibility for Returns

You may request a return if:

  • You received the wrong item or an item not as described.
  • The product is damaged, defective, or malfunctioning upon delivery.
  • The item is missing parts or accessories; or
  • The item is still in new condition and within the allowable return period.

Products must meet all the conditions below to qualify for return:

  • Returned within 2 days of delivery (for general items).
  • In original packaging, with all labels, manuals, and accessories.
  • Unused, unaltered, and in re-sellable condition.

2. Non-Returnable Items

For health, safety, and warranty reasons, certain items cannot be returned once opened or used. These include:

  • Mobile phones and tablets (if seal broken)
  • Laptops, software, and licensed products
  • Undergarments, swimwear, and personal hygiene products
  • Perishable goods and consumables (e.g., food, beverages, cosmetics)
  • Gift cards, digital codes, and downloadable software
  • Items marked “Final Sale” or “Non-Returnable” at purchase

3. Return Process

  1. Submit a Request
    Email support@htlghana.com within 2 days of delivery.
    Include: order number, product name, and reason for return.
  2. Approval & Pickup
    If your request meets the return criteria, our team will arrange pickup or guide you to the nearest drop-off point.
  3. Inspection
    Returned items will be inspected to confirm eligibility. Products not meeting return conditions may be sent back to you.
  4. Refund or Replacement
    • Refunds are processed within 2–7 business days after inspection and approval.
    • Replacements are provided for eligible products if stock is available.
    • Refunds are issued via the original payment method (Mobile Money, or Bank Transfer).

4. Damaged or Defective Products

If your item arrives damaged or defective:

  • Report the issue within 24 hours of delivery.
  • Provide photo or video evidence for faster processing.
  • HTL will replace or refund the product at no additional cost once verified.

5. Order Cancellation

  • Orders may be canceled before dispatch without penalty.
  • If canceled after shipment, you may be charged the return shipping cost.
  • Refunds for canceled orders will be processed within 2–7 business days.

6. Refund Exceptions

Refunds will not be issued if:

  • The item is returned incomplete, used, or damaged by the customer.
  • The product has been tampered with, altered, or repaired outside HTL.
  • Returns are made beyond the stated period.

7. Exchange Policy

Exchanges are subject to product availability and inspection approval.
If a replacement is not available, a full refund (excluding delivery fees) will be issued.

8. Liability

HTL Ghana’s liability is limited to the value of the product purchased.
We are not responsible for:

  • Damages resulting from misuse, improper installation, or negligence.
  • Delays or losses caused by third-party logistics beyond our control.

9. Contact Us

For all return or refund inquiries, please contact:
support@htlghana.com