Refund and Returns Policy

Effective Date: 01-01-2026

General Policy Overview

At Timbuktu Research and Design, we are committed to your satisfaction. This policy outlines the terms for returns, refunds, and exchanges. Please read it carefully, as your purchase constitutes acceptance of these terms. This policy applies in conjunction with our Terms and Conditions and Privacy Policy.

Returns & Refunds for Physical Goods

Due to the international nature of our shipments from the Republic of Congo, we have established a clear policy to ensure fairness and clarity for all customers.

· Eligibility Window: You may initiate a return for a full refund within 30 days of the confirmed delivery date by DHL. This extended period accounts for longer international transit times.
· Return Condition: The item must be unused, in its original condition, and returned in the original packaging, including all tags, protective materials, and accessories.
· Return Authorization: You must contact us at shop[@]timbuktu-group.africa to request a Return Merchandise Authorization (RMA) number before shipping the item back. Returns sent without an RMA will not be accepted.
· Return Shipping & Costs:
· The customer is responsible for the cost of return international shipping and must use a trackable service.
· Original shipping and handling fees are non-refundable.
· You are responsible for the item until it reaches our facility. We recommend using a shipping service with insurance.
· Refund Process: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed automatically to your original method of payment within 10 business days. Please note that your bank or payment provider may require additional time to post the refund to your account.
· Non-Returnable Items: Certain items cannot be returned for hygiene or safety reasons (e.g., pierced earrings). These will be clearly marked on the product page.

Policy for Digital Products

Due to the inherent nature of digital media, all sales of digital products are final and non-refundable. This includes, but is not limited to:

· Digital download files (e.g., .PDF guides, patterns, software).
· Links to digital content provided via email or a download service.
By purchasing a digital product, you acknowledge that you waive any right to a cooling-off period or withdrawal right that may otherwise apply.

Damaged, Defective, or Incorrect Items

We take great care in packaging, but issues can occur during international transit.

· Damaged or Defective Goods: If your physical item arrives damaged or is defective, you must contact us within 7 calendar days of delivery. Please provide your order number and clear photographic evidence of the damage or defect. We will arrange for a replacement (subject to availability) or a full refund, including any return shipping costs we incur.
· Incorrect Item Received: If you receive an item different from what you ordered, contact us within 7 calendar days of delivery with your order number and photos. We will provide a prepaid return shipping label and expedite the correct item to you.

International Customers: Duties & Taxes

All prices on our Site are exclusive of any applicable customs duties, import taxes, tariffs, or brokerage fees levied by your country. These are the sole responsibility of the international recipient. We cannot refund these charges, and they are not included in any product refund calculation. If you refuse a shipment due to these charges, you will be responsible for the original and return shipping costs, and a restocking fee may apply.

Late or Missing Refunds

If you have not received your refund within the 10-business-day period after our approval:

Check your bank account again.
Contact your credit card company or payment provider, as refund postings can sometimes take time.
If you have done this and still have not received your refund, please contact us at [Your Email Address].
Exchanges

We currently do not offer direct exchanges. To exchange an item, please follow the return process to receive a refund and then place a new order for the desired item.

For any questions regarding this policy, to initiate a return, or to report a damaged/incorrect item, please contact us:

· Email: shop[@]timuktu-group.africa
· Postal Mail: Timbuktu Research and Design, Tchimbamba, Republic of Congo