Refund & Return Policy
Effective Date: 1/07/2026
At Veje, we stand behind the quality and freshness of every item we deliver. If something isn't right, we're here to make it better.
Freshness Guarantee
We handpick every item to ensure high quality. If you receive something damaged, spoiled, or missing, please let us know within 24 hours of delivery and we'll make it right.
Eligible for Refund or Replacement
You may request a refund, replacement, or store credit if:
- Your order was incomplete
- Items were spoiled or not fresh
- You received the wrong item
- You were overcharged
Photo proof may be required for spoiled or damaged items.
Not Eligible
We can't offer refunds or returns for:
- • Items not reported within 24 hours of delivery
- • Items that were mishandled after delivery (e.g., left in the sun)
- • Personal taste preferences (e.g., "I didn't like this fruit")
- • Items bought at our physical store, unless visibly defective
How Refunds Are Processed
You can choose:
- • Replacement in your next delivery
- • Store credit for future purchases
- • Mobile money refund (processed within 1–3 business days)
Failed or Missed Deliveries
- • If our team is unable to reach you at your chosen delivery time after 2 attempts, you may be charged a redelivery fee
- • For prepaid orders, we will attempt to reschedule your delivery within 24 hours
Returns at Our Store
If you purchased from our physical store and noticed a quality issue right after purchase, please return the item the same day, with your receipt or mobile payment proof.
Need Help?
To request a refund or report an issue, contact us via:
📱 WhatsApp: Tap here to chat with us
📧 Email: support@vejestore.com
🏪 Or visit our store directly Remera, Kigali, Rwanda.
We believe in fairness, trust, and building long-term relationships — not just transactions. Your satisfaction is our priority.