Cancellation Policy

Freeway iStore believes in helping its customers as far as possible and has therefore a liberal cancellation policy. Under this policy, Cancellations will be considered only if the shipping is not yet made for the order. The customer may however track the status of the order online.

Return & Refund Policy

Freeway iStore takes care to procure, store and sell products of the best quality, in the best of conditions. We have partnered with a leading logistics company in Ghana, to ensure that all products reach you in the best of conditions.

However, in the rare event where you might have received a product that is slightly damaged (either functional or cosmetic or any damage incurred during transit) or a product that has a manufacturing defect, Freeway iStore and/or its Logistics Partner will look into the matter on a case by case basis.

In such circumstances, before using the product, please get in touch with our Customer Service Team at support@freewayistore.com within 48 hours of receiving the product. Our customer service team will guide you on the process for the same. You may have to visit your nearest Imagine Store to get such cases addressed.

Freeway iStore does not accept returns for any other reasons apart from the scenarios mentioned above. The return process of the product can be restricted depending on the nature and category of the product and is subject to the following conditions.

The customer should notify us of receipt of a Damaged / Defective product within a maximum of 48 hours of delivery.
Products should be returned in their original packaging along with the original price tags, labels, and invoices.

Refunds

Refunds are only possible in the following cases:

Cancellation of an Order before being shipped
Cases where:
The customer refused to collect the delivery
The customer wasn’t available during stipulated delivery attempts made by our logistics partner
The delivery address was wrong/unreachable
For case 2, we will process the refund after receipt of the product by Freeway iStore. All Refunds will be processed based on the mode of payment used by the customer while placing the order.

Orders paid by credit/ debit card will be refunded by credit back to the credit/ debit card within 7 working days and the refund will reflect in the next statement.
Orders paid by Mobile Money will be credited back to the MOMO account.