Refund and Returns Policy

Last Updated: September 30, 2026

At Home Touch Mall (hometouchmall.com), your satisfaction is our priority. As a registered e-commerce platform in Ghana (Registration No. BN315810926, TIN: P002216068X), we are committed to providing a transparent, fair, and seamless return and refund experience.

1. Order Cancellation

All orders can be canceled or modified within 12 hours of placing the order before dispatch. If your order has been paid for and you need to make changes, please contact us immediately at support@hometouchmall.com or via our official WhatsApp channels. Once the shipping process has commenced, the order can no longer be canceled, and standard return procedures will apply.

2. 30-Day Return & Exchange Policy

We offer a 30-day money-back guarantee on eligible products across Ghana and international shipping destinations. If 30 days have passed since your item was delivered, we unfortunately cannot offer a full refund or exchange.

Eligibility Requirements for Returns:

  • The item must be unused, unwashed, and in the exact same condition in which you received it.
  • The item must be in its original packaging with all tags, accessories, and documentation intact.
  • A valid receipt or digital proof of purchase from hometouchmall.com is required.
  • Do not send your purchase back to the manufacturer. All returns must be routed through our verified processing centers.

3. Non-Returnable & Exempt Items

For health, hygiene, safety, and operational reasons, the following items are strictly exempt from being returned:

  • Perishable goods (food, flowers, fresh produce, or magazines).
  • Intimate, sanitary, or personal care goods.
  • Hazardous materials, flammable liquids, or gases.
  • Gift cards and downloadable software products.

4. Refund Eligibility & Circumstances

Full or Partial Refunds Are Granted If:

  • You do not receive your order within the guaranteed timeframe (30 business days).
  • You received an incorrect, defective, or damaged item upon arrival.
  • Items show minor manufacturer defects or missing parts not due to customer error (partial refund).

Refunds Will NOT Be Granted If:

  • Your order fails to arrive due to factors within your control (e.g., providing an incorrect or incomplete shipping address).
  • Your order is delayed or blocked due to exceptional circumstances outside our control (e.g., customs clearance delays, severe weather, or natural disasters).
  • An item is returned more than 30 days after delivery.

5. Return Process & Shipping

  • 1. Submit a Request: Email support@hometouchmall.com with your order number, photo/video evidence of any defect or wrong item, and proof of purchase.
  • 2. Receive Return Instructions: Our support team will provide you with specific instructions and the physical address for our nearest logistics processing center in Ghana.
  • 3. Ship Your Return: Pack the item securely in its original packaging. Customers are responsible for paying their own return shipping costs. Return shipping costs are non-refundable.
  • 4. Tracking & Insurance: For high-value items, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of unverified return packages.

6. Inspection & Refund Processing

Once your returned item is received at our processing facility and inspected:

  • We will send you an email notification confirming receipt of the item.
  • We will notify you of the approval or rejection of your refund based on item condition.
  • If approved, your refund will be processed immediately. A credit will automatically be issued back to your original payment method—either your Ghana Mobile Money wallet (MTN, Telecel, AT via Paystack), Credit/Debit Card, or PayPal account—within 3 to 10 business days.

7. Late or Missing Refunds

If you have not received your approved refund after 10 business days:

  • 1. Re-check your Mobile Money wallet or bank account balance statement.
  • 2. Contact your bank or card issuing company, as posting times may vary between institutions.
  • 3. If you have completed these steps and still have not received your funds, please reach out to us directly at support@hometouchmall.com.

8. Exchanges

We only replace items if they arrive defective, damaged, or incorrect. If you need to exchange an item for the exact same model, email us at support@hometouchmall.com to initiate an exchange approval.

9. Gift Returns

  • If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of your return once the package is received and verified.
  • If the item was not marked as a gift, or the gift giver had the order shipped to themselves, the refund will be credited back to the original gift giver’s payment account.

Contact & Support Information

For all questions regarding returns, order status, or refund requests:


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