Refund &
Cancellation Policy.
We maintain full transaction clarity. Below are the conditions governing order cancellations, refund eligibility, and clearing cycles for bank and mobile money networks.
Eligible Refunds
If the designated manufacturer or supplier in China is out of stock or unable to fulfill your ordered items.
Any double billing, payment gateway system errors, or transaction glitches will be fully reversed.
If your procurement order is not successfully processed or submitted to the supplier within the batch cycle after payment.
In cases where items sell out or become completely unavailable between checkout completion and sourcing execution.
Non-Refundable Situations
Once payment is finalized and the procurement cycle initiates, order cancellations due to change of mind are strictly excluded.
We cannot reverse or cancel any orders once goods have left the supplier's warehouse or been consolidated into our shipping containers.
We are not responsible for delays caused by airline schedules, customs inspections, or port clearing backlogs, and no refunds are granted for such delays.
Refunds are not granted for sizing, color, or quantity errors made by the customer during product selection.
London's Imports is not liable for lost or delayed packages due to incorrect delivery addresses or contact numbers provided by the buyer.
Partial Refunds Clause
In specific cases where partial order cancellation is approved, only the direct product procurement cost will be refunded. Sourcing fees, transaction processing rates, handling costs, or shipping fees already incurred during the procurement phase are strictly non-refundable.
Refund Processing Timelines
5 – 10 Business Days
Once a refund request is officially approved by our procurement audit team, the reversed funds are released to the original funding account.
24 – 72 Hours
Reversed amounts sent to MTN MoMo, Telecel Cash, or AT Money accounts reflect within 1-3 business days, subject to network provider processing.
5 – 10 Business Days
Transactions funded via local or international credit cards are reversed through our payment gateways, subject to gateway and issuing bank clearing times.
Important Note: Refund processing times begin strictly after the refund request has been officially approved by London's Imports, not from the time of submission.
Dispute Handling Process
How & Where to File
Customers must file claims in writing via our official WhatsApp Concierge (+233 54 524 7009), support email ([email protected]), or the online contact form at /contact.
Required Information
Please provide your order number (#LI-XXXXX), a detailed description of the issue, and clear photo/video evidence of the packaging, shipping label, and the product itself.
24 – 48 Hours Response
Our support audit team will review your ticket and respond within 24 to 48 hours to confirm receipt and provide an initial assessment or request additional details.
Outcome & Settlement
Approved claims will result in either a refund (processed within MoMo/Bank timelines) or a replacement item dispatched in the next cargo batch. Rejected claims will be detailed in writing.
Need Sourcing Assistance?
Our support team is available to assist with order tracking, supplier clarifications, and claims audits.