eMart Ltd ("we" and "us") is the operator of (https://www.emart.rw and its Android and IoS apps) ("Platform"). By placing an order through this Platform, you will be agreeing to the terms below:
Subject to stock availability. We try to maintain accurate stock counts on our Platform but from time to time, there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await the restocking of the back-ordered item or if you would prefer for us to process a refund.
We offer free delivery within the City of Kigali for orders above 10,000 RWF. Any orders below 10, 000 RWF are subject to a delivery fee calculated at checkout. Currently, we do not offer delivery outside Kigali.
We guarantee delivery within your chosen time as per the Platform checkout page for all orders made between 8:00 AM and 8:00 PM. Any orders made after that time will be delivered the next morning from 8:00 AM.
We accept in-store pick-up within our operating hours at no extra charge.
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
We accept returns up to 24 hours after delivery if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. If your order arrives damaged/expired in any way, please call us as soon as possible at +250 791 333 364 with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will do our best to work towards a satisfactory solution.
For all customer service enquiries, please call or leave us a message at +250 791 333 364.