Refund Policy

    Refund Policy

    At Rerome, we strive to provide the best possible delivery experience. We understand that sometimes issues may arise, and we are committed to resolving them promptly and fairly. Below is our refund policy to help guide you through the process. 

    Eligibility for Refunds

    Refunds may be issued under the following circumstances: 

    Delayed Deliveries: If your parcel is not delivered within the specified 2-hour delivery timeframe without a valid reason.

    Lost Parcels: If your parcel is confirmed lost during the delivery process.

    Damaged Parcels: If your parcel arrives damaged and it is evident that the damage occurred during the delivery process.

    Conditions for Refunds 

    1. Delayed Deliveries: 
    • A refund request must be made within 24 hours of the scheduled delivery time. 
    • The delay must be without a valid reason such as weather disruptions, road closures, or other unforeseen circumstances beyond our control. 
    1. Lost Parcels
    • A refund request must be made within 7 days from the date the parcel was scheduled for delivery
    • The parcel must be confirmed lost by our team after an investigation.
    1. Damaged Parcels
    • A refund request must be made within 24 hours of receiving the damaged parcel.
    • Proof of damage (photos and description) must be provided with the request.

    How to Request a Refund

    1. Contact Us: Please reach out to our customer service team via the contact form on our app or website or email us at support@rerome.co.bw.
    2. Provide Details: Include your order number, delivery date and time, and a detailed description of the issue. For damaged parcels, please attach photos of the damage.
    3. Review and Response: Our team will review your request and respond within 1-2 business days with a resolution.

    Refund Process

    • Approved refunds will be processed within 2-5 business days. 
    • Refunds will be issued to the original payment method used at the time of purchase.

    Non-Refundable Situations 

    • Incorrect or incomplete addresses provided by the customer.
    • Parcels delayed due to unforeseen circumstances beyond our control (e.g., natural disasters, strikes). 
    • Parcels delivered to the designated address but not retrieved by the recipient. 

    Contact Information 

    For any questions or concerns regarding our refund policy, please contact us at: Rerome Customer Support Email: support@rerome.co.bw

    Phone: +267 77912888.