Cancellation Policy

Cancellation Policy

Last Updated: 09 July 2026

At Toviah Market, we understand that sometimes you may need to cancel an order. This policy outlines when and how cancellations are allowed.


1. Order Cancellation Eligibility

You may cancel your order only before it has been processed or shipped.

Orders can be canceled if:

  1. The order is still pending or under processing
  2. The item has not yet been dispatched for delivery


2. Non-Cancellable Orders

Orders cannot be canceled if:

  1. The order has already been shipped or is out for delivery
  2. The product is customized or specially ordered
  3. The order is marked as “Completed”


3. How to Cancel an Order

To request a cancellation:

  1. Contact us immediately after placing your order
  2. Provide your order number and reason for cancellation
  3. Wait for confirmation from our support team


4. Refund for Canceled Orders

If your cancellation is approved:

  1. Prepaid Orders:
  2. Refund will be processed within 3–7 business days to your original payment method:
  3. Mobile Money (MTN / Airtel)
  4. Debit/Credit Card
  5. Cash on Delivery Orders:
  6. No charges will apply if canceled before shipment


5. Late Cancellation

If your order has already been shipped:

  1. You may refuse delivery (if applicable)
  2. Or request a return under our Refund Policy (5-day window)


6. Store Rights

We reserve the right to cancel any order if:

  1. The product is out of stock
  2. Payment is not completed or verified
  3. There is suspected fraud or pricing error

In such cases, a full refund will be issued.


7. Contact Us

For cancellations:

  1. 📧 Email: info@toviahmarket.com
  2. 📞 Phone: +250 784 616 100
  3. 📍 Address: Kigali-Rwanda


By placing an order, you agree to this Cancellation Policy.