Shipping & Return Policy

Shipping, Refund, And Payment Policies

At STEMREGEN RWANDA, it is our goal to make your ordering process as efficient as possible.

Shipping In Rwanda

  • We ship to all five provinces across Rwanda, using trusted carriers such as FedEx, DHL, the National Post Office, and Aquantuo.

  • We offer free shipping within Rwanda!

  • Once the order is placed, we are unable to cancel or make edits, including modifying or changing delivery address. If your order is lost due to an incomplete or inaccurate delivery address (like missing unit, suite or apartment number) we will not be responsible for a replacement order. Please double check your order and receipt for accuracy or email us as soon as possible.

  • Orders are shipped Monday through Friday, excluding major carrier holidays.

  • Orders take one (1) business day to be processed. You can expect your order to ship one (1) business day after it is placed, but we do not make a guarantee as it can take longer during busy seasons.

  • Once your order is shipped, you will receive a shipping notice email or WhatsApp with the tracking information. Simply use the tracking number provided to track your package online. If you do not receive a shipping notice email within 1-2 business days from the date your order was processed, please check your spam folder for an email from [email protected] or reach out to us for the tracking number.

  • Standard shipping: Delivery time ranges from 2 to 5 business days once your order has shipped.

30 Day Return & Refund Policy

We take great pride in the quality of our products, and your 100% satisfaction is our primary goal. As a result, we offer a 30-day money-back guarantee on purchases made on the official STEMREGEN RWANDA website. If you do not love your STEMREGEN products purchase for any reason, we are here to help process your return.

The details of our return and refund policy are as follows:

  • This policy applies as a full refund if made within 30 days from the date of delivery on initial orders only. Initial orders are defined as the first purchase of a product.

  • Our 30-day money-back guarantee is limited to one unit of each product per household on a first purchase in “opened/consumed condition.” The used portion must be sent back, or a reason for the refund request must be provided. The refund amount will be equal to the value paid, less shipping, if applicable.

  • Any product purchased beyond one unit of each product must be returned in the same condition and packaging, unused and unopened, for a full refund. These returns will incur a handling fee of 10 000 RWF per order. The returned product must be received within 14 days from the date the return request was approved. We will provide you with the return delivery address when we receive your return request. We will refund the original payment method once the return has been received and inventoried at our warehouse.

  • To request a refund, under our 30-day money-back guarantee policy, you must email: [email protected] and be prepared to provide some of the following: email address associated with the order, first and last name, delivery address, and/or order number.

  • Refunds are processed within 3-5 business days back to the original payment method. All costs associated with the return shipping of the product back to us, including, but not limited to, return shipping charges and taxes are non-refundable. We do not provide return shipping labels.

  • Damaged or missing items: If you believe your package was damaged during shipping or your shipment is short, you must reach out to us by email at [email protected] within ten days of delivery, and we will work with you to resolve the issue quickly. You will need your order number, which is found on the packing slip inside the package, and we may ask you to send pictures. We will expedite a replacement order as soon as the issue is resolved.

    Alternatively, you can call us at +250 783 146 512, but please note that we are a small team, and telephone calls can take longer to return. [email protected] will result in the quickest responses.

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