Return policy

This policy applies to products sold by Huro through our website and app. It does not apply to items on the Used Market, which are sold by other people, not by Huro. For those, see section 8.

Nothing in this policy limits any rights you have under the consumer protection laws of Rwanda.

Please check your order when the rider hands it over. If an item is missing, wrong or damaged, tell the rider straight away. You can refuse that item, and you will not be asked to pay for it.

Fresh and perishable items include fruit, vegetables, meat, fish, dairy, eggs, bread and other baked goods, and anything that needs to be kept cold.

If you find a problem with one of these items after delivery — for example it is spoiled, damaged or not what you ordered — report it within 24 hours of delivery, with a photo of the item. We do not accept returns of perishable items reported after that.

For packaged groceries and non-food items such as household products, electronics, clothes and cosmetics, you can ask to return an item within 3 days of delivery if it is unopened, unused and in its original packaging.

If an item is faulty or not what you ordered, we accept it within the same 3 days even if it has been opened.

• Perishable items reported more than 24 hours after delivery.
• Opened hygiene, personal care and cosmetic products, unless they are faulty or not what you ordered.
• Items damaged after delivery through misuse or accident.
• Items returned after the 3-day window.

Contact us with:

• your order reference (shown in your orders, e.g. #A1B2C3D4);
• the item and what is wrong with it;
• a photo of the item, especially for fresh or damaged products.

Email hurorwanda@gmail.com or call +250 781 795 265. We will confirm whether the return is accepted and arrange collection where needed.

When a return is accepted, we replace the item first, usually with your next delivery. If we can't replace it — for example because it is out of stock — we refund the price of the item by MTN Mobile Money to the phone number on your order.

We will confirm the replacement or the refund amount when we accept your return.

Items on the Used Market are listed and sold by other people. Huro is not the seller, so this return policy does not apply to them. Agree any return directly with the seller, and always inspect an item in person before you pay.