Returns, cancellations and guarantees
Simple rules, set out in our terms of sale.
Cancel an online order (72 hours)
If you ordered on the website, by WhatsApp, by phone or by email, you can cancel without giving a reason within 72 hours of ordering, as long as the order has not been dispatched. Write to info@pat-shopper.com with your order number, or tell us on WhatsApp at +243 816 519 936.
We refund everything you paid for the order within 72 hours, using your payment method unless you agree to another one.
Faulty or non-conforming item (7 days)
If the item delivered does not match your order or has a defect, tell us within 7 days of delivery, with the reason and a photo, and send it back in its original packaging. We arrange and pay for the return.
As you choose, we deliver a conforming item, repair the item, exchange it for an identical one, or cancel the order and refund you within 15 days of receiving the item.
Late delivery
If we miss the delivery time or the terms of the offer, you can return the item within 4 working days of delivery. We refund the price and the return costs within 15 days of receiving the item.
Hidden defects and in-store purchases
Like any seller, we are liable for hidden defects that make an item unfit for use, under the Congolese Civil Code. Tell us as soon as you find the defect, with a photo.
In store, please check the item before leaving. The 72-hour cancellation right does not apply to in-store purchases.
These guarantees do not cover normal wear, misuse, washing or care contrary to the label, or damage caused after delivery.
No returns for change of mind
Apart from cancellation and the guarantees above, we do not take back or exchange an item for convenience (size, colour, change of mind). Ask us for advice before you buy, in store or on WhatsApp, and check our size guide.
Authenticity guarantee
If an item sold by PatShopper proves to be counterfeit, we take it back, refund the price and return costs, and pay for the expert report confirming it.
We answer complaints within 72 hours: info@pat-shopper.com or WhatsApp +243 816 519 936. Full rules: terms and conditions of sale, articles 8 to 12.