Returns & Refunds

You may return an item within 7 days of receiving your order, provided it meets the conditions below. For in-store collection, the 7-day window begins on the day of collection.

To be eligible for a return, the item must be:

• Unused and in its original condition
• In its original, undamaged packaging with all tags attached
• Accompanied by proof of purchase (order reference or receipt)

Items that do not meet these conditions will not be accepted for return.

For hygiene and safety reasons, the following cannot be returned once opened:

• Personal care and beauty products (lip balm, toothpaste, body lotion, antiperspirant)
• Cleaning products once the seal has been broken
• Any item that has been used, washed, or altered

Exceptions apply if the item is faulty, damaged on arrival, or significantly different from what was described — in these cases, please contact us regardless of the above.

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

• Your order reference number
• A clear photo of the damaged or incorrect item

We will arrange a replacement, exchange, or full refund at no additional cost to you.

1. Contact us first — reach us via Instagram (@roba.essentials.gh) or visit us in-store at East Legon, Accra, to authorise your return. Do not send items back without prior authorisation.
2. Bring or send the item — authorised returns may be dropped off in-store or arranged for courier collection (courier cost is at your expense unless the item was faulty or incorrect).
3. We inspect the item — once received and inspected, we will notify you of the outcome within 2 business days.

Approved refunds are processed back to the original payment method:

• Card payments — refunded via Paystack to your card within 5–10 business days, depending on your bank.
• Mobile Money — refunded to your MoMo wallet within 1–3 business days.

We will notify you by email once the refund has been initiated. If you have not received your refund after the above timeframes, please contact Paystack support and copy us.

If you would prefer an exchange rather than a refund, we are happy to arrange this subject to stock availability. Contact us in-store or via Instagram to discuss.

For wholesale orders, returns and refunds are handled on a case-by-case basis. Please contact us directly before placing a wholesale order if you have specific requirements. All wholesale sales are final unless items are proven faulty or were incorrectly supplied.