ORDER SUPPORT
Returns & Refunds Policy
If an order needs return or refund review, start from the order history and keep the conversation attached to that order where possible.
The Shoe Plug Rwanda · Kigali, Rwanda
Requesting a return
Eligible completed orders can be submitted for return or refund review from the customer’s order history. Select the order, choose the available reason, add details and provide supporting evidence when useful.
Review and decision
The store reviews the submitted request and records its decision in the order timeline. Eligibility depends on the order and the details provided; submitting a request does not by itself mean it has been approved.
Refunds
Approved refunds are limited to the eligible amount recorded against the order payment. The order’s payment status is updated to reflect the recorded outcome.
Need help?
Use the order conversation for questions while a request is under review, or contact the store team for guidance.