Return Policy

Sellam Return and Refund Policy

At Sellam, we want every customer to shop with confidence. We understand that sometimes a product may not meet your expectations or may arrive damaged or incorrect. This Return and Refund Policy explains when you can return a product, how to request a refund, and what to expect during the process.

By placing an order with Sellam, you agree to this Return and Refund Policy.

1. Our Return Promise

We are committed to:

  • Providing quality products.

  • Resolving customer concerns fairly.

  • Making the return process simple and transparent.

  • Processing eligible refunds as quickly as possible.

2. Return Eligibility

You may request a return if:

  • You received the wrong product.

  • The product arrived damaged.

  • The product is defective or does not work as intended.

  • Important parts or accessories are missing.

  • The product is significantly different from its description.

  • You received an incomplete order.

Products must generally be returned in their original condition, together with any accessories, manuals, labels, and original packaging where reasonably possible.

3. Return Period

Customers should request a return within 7 days after receiving their order.

Some products may have different return periods depending on the product type or manufacturer warranty. These will be stated on the product page where applicable.

4. Products That Cannot Be Returned

For health, safety, hygiene, or other reasons, the following items may not be eligible for return unless they are damaged, defective, or incorrectly delivered:

  • Perishable food items

  • Personal care and hygiene products that have been opened

  • Underwear and swimwear that have been worn

  • Cosmetics that have been opened or used

  • Medicines and pharmaceutical products, unless required by law

  • Gift cards or digital products after delivery

  • Products damaged due to misuse, neglect, or accidents after delivery

  • Custom-made or personalised products

5. Product Condition

To qualify for a return, products should:

  • Be in their original condition.

  • Not show signs of misuse or intentional damage.

  • Include all accessories and manuals where applicable.

  • Be returned with the original packaging where reasonably possible.

A product may still qualify for a return if the problem is due to a manufacturing defect or if the wrong item was delivered.

6. How to Request a Return

To request a return:

  1. Log in to your Sellam account.

  2. Open your order history.

  3. Select the order you want to return.

  4. Choose the reason for the return.

  5. Upload photos if the product is damaged or incorrect (if requested).

  6. Submit your request.

You may also contact Sellam Customer Support for assistance.

7. Inspection

After receiving the returned product, Sellam may inspect it to confirm:

  • The reported issue.

  • The condition of the product.

  • Whether it qualifies under this policy.

We aim to complete inspections within a reasonable time.

8. Refunds

If your return is approved, your refund may be issued:

  • To your original payment method, where possible.

  • As store credit or wallet balance, if agreed by you.

  • By another suitable refund method where appropriate.

Refunds are generally processed within 7–14 business days after the return has been approved, although processing times may vary depending on the payment provider.

9. Replacement

Instead of a refund, Sellam may offer:

  • A replacement product.

  • An exchange for the same item.

  • A repair where appropriate and practical.

The appropriate solution will depend on the circumstances.

10. Return Shipping

If the return is due to:

  • A damaged product.

  • A defective product.

  • An incorrect item sent by Sellam.

Sellam may cover the return shipping cost.

If the return is for another eligible reason, the customer may be responsible for the return shipping cost unless otherwise agreed.

11. Order Cancellation

Customers may request cancellation before an order has been dispatched.

If the order has already been shipped, cancellation may no longer be possible, and the Return and Refund Policy will apply instead.

12. Refused Deliveries

If a customer refuses delivery without a valid reason after the order has been dispatched, shipping or handling charges may be deducted from any eligible refund.

13. Incorrect Delivery Information

Customers are responsible for providing accurate delivery details.

If an order cannot be delivered because of incorrect information provided by the customer, additional delivery charges may apply before re-delivery.

14. Fraud Prevention

Sellam reserves the right to refuse returns or refunds where there is evidence of:

  • Fraud

  • Abuse of the return policy

  • False claims

  • Intentional product damage

  • Repeated misuse of return services

15. Warranty

Some products may include a manufacturer's warranty.

Warranty claims are separate from this Return and Refund Policy and are subject to the manufacturer's warranty terms.

16. Changes to This Policy

Sellam may update this Return and Refund Policy from time to time to reflect changes in our services, products, or legal requirements.

Any updates will be published on our website or mobile application.

17. Contact Us

If you have any questions or need help with a return or refund, please contact:

Sellam Customer Support

  • Address: Y89 Hospital Road, New Tafo-Akyem, Eastern Region, Ghana

  • Digital Address: EE-1320-6701

  • Email: support@sellam.com

  • Phone: +233 249 732 098 / +233 503 912 617

  • Website: www.sellam.com

Our Commitment

At Sellam, customer satisfaction is our priority. We are committed to handling every return and refund request fairly, promptly, and transparently. Our goal is to make your shopping experience safe, convenient, and enjoyable from the moment you place your order to the moment it arrives.

Thank you for choosing Sellam. We appreciate your trust and look forward to serving you.