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Policies

Returns & exchanges

Every piece is made by hand and checked before it leaves Kigali. If something isn't right, tell us and we'll put it right.

  • Damaged or not as ordered

    Tell us within 48 hours of delivery, with a photo, and we'll replace, exchange or refund it at no cost to you.

  • Changed your mind?

    Tell us within 7 days of delivery and return the piece unused, in its original condition.

  • Refunds

    Paid back the way you paid, to your card or the same mobile money number, once we have the piece back.

If your order arrives damaged, faulty or not as ordered

Please check your order when it is delivered. If a piece is damaged, faulty, or not what you ordered, contact us within 48 hours of delivery with your order number and a photo. We will collect it and send a replacement, offer an exchange, or give you a full refund, including the delivery fee. You don't pay anything for this.

If you change your mind

You can return a piece you no longer want. Contact us within 7 days of delivery, and return it unused and in its original condition and packaging within 7 days of telling us. You can bring it to us in Kigali, or we can collect it for our usual delivery fee. We refund the price of the piece once we have received and checked it; the original delivery fee is not refunded.

We can't accept change-of-mind returns of:

  • pieces made or personalised to your order;
  • cups and other pieces for food or drink that have been used.

Exchanges

If you would like a different size, colour or piece, tell us and we will arrange an exchange if it is available. If the new piece costs more or less, you pay or we refund the difference.

Natural variation

Bamboo and rattan are natural materials and every piece is shaped by hand, so small differences in colour, grain and size are part of its character, not a fault.

Refunds

We refund within 7 days of receiving and checking the returned piece, or of approving the cancellation of an order that has not been sent:

  • Card: back to the card you paid with. Your bank may take several working days to show it.
  • MTN MoMo or Airtel Money: back to the mobile money number you paid from.
  • Cash on delivery: by mobile money to a number you give us, or in cash.

Cancelling before delivery

You can cancel an unpaid order, or ask to cancel a paid order that has not been sent, from its page in your account, or by contacting us. Once an order has been sent, the sections above apply.

How to start a return

Email support@asiimwecreations.com or call +256 701222297 with your order number, the piece you want to return and, for a damaged piece, a photo. We will reply with what happens next.

This policy does not affect your rights under Rwandan law.

Last updated November 2026