Effective Date: 16 – 09 – 2025
At Imitako Arts & Crafts, we take immense pride in offering authentic, handmade products that are lovingly crafted by talented Rwandan artisans. Each item is a testament to unique artistry and cultural heritage. We want you to be completely delighted with your purchase and the craftsmanship that went into it.
Because of the unique and custom nature of our handmade goods, we have a firm and specific policy regarding refunds and returns. We do not offer refunds or returns.
The single exception to this policy is in the rare instance that the product you receive is demonstrably different from the one you purchased. This means if you ordered a specific item and received a completely different product, we will process a refund for you. To be eligible, you must contact us with a detailed description and photos of the item you received within 7 days of delivery.
Non-Returnable Items
The following items are final sale and cannot be returned or refunded under any circumstances:
- Custom-made or personalized orders: These items are created specifically for you and cannot be resold.
- Sale or discounted items: All sales are final on reduced-price products.
- Gift cards or digital products: These items are non-refundable.
Shipping for Returns
If your return request is approved based on the single exception mentioned above, you will be responsible for shipping the item back to us. We will provide you with the correct return address. To ensure the product arrives safely, we highly recommend using a trackable shipping service. Please note that customers are responsible for covering all return shipping costs.
Limitations of Responsibility
We cannot assume responsibility for issues that are beyond our control. This includes:
- Delays: We are not responsible for shipping delays caused by incorrect or incomplete shipping information provided by the customer. Please double-check your address before completing your purchase.
- Lost or Stolen Packages: Once a package has been delivered to the shipping carrier, the responsibility for its safe and timely delivery is transferred to them. We are not responsible for any packages that are lost or stolen after they have been handed over to the carrier.
- Shipping Damage: We take great care in packaging our products securely. However, we are not responsible for any damage to the package or its contents that occurs during transit and is caused by the shipping carrier.
We encourage you to carefully review your order before finalizing your purchase. If you have any questions about a product or our policies, please do not hesitate to contact us. We are here to help and ensure you have a clear understanding of what to expect.
Contact Us
For any questions regarding returns or refunds, please reach out to us:
Imitako Arts & Crafts
Email: info@imitakoarts.com
Phone: +250 785 696 105
Address: 31 KG 8 Ave, Kigali
Policy Updates
This policy is subject to change at any time. Any revisions will be effective immediately upon posting to this page. We encourage you to review this policy periodically to stay informed about our latest terms.