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Shipping & Returns

Shipping Policy

🚚 Shipping Policy – Oliline.com

Welcome to Oliline.com, Rwanda’s trusted online supermarket. We are committed to providing fast, affordable, and reliable delivery of groceries and household items to your doorstep. This Shipping Policy outlines the key information regarding how we handle deliveries across Rwanda.

📍 Delivery Coverage

Oliline.com currently delivers to the following areas:

  • Kigali City – All districts (Gasabo, Kicukiro, and Nyarugenge)

  • Bugesera

  • Rwamagana

  • Musanze (selected zones)

  • Huye (selected zones)

We are continuously expanding our delivery network. For the most up-to-date list of service areas, please check our website or contact our support team.

🕒 Delivery Schedule

We offer same-day and next-day delivery options depending on your location and the time you place your order.

  • Same-Day Delivery: Available only within Kigali City for orders placed before 3:00 PM.

  • Next-Day Delivery: Applies to all orders placed after 3:00 PM, or for areas outside Kigali.

Deliveries are made Monday to Saturday, between 8:00 AM and 8:00 PM. No deliveries are made on Sundays or public holidays unless otherwise announced.

💵 Delivery Fees

Our delivery fees are affordable and based on your location and order size:

Location

Delivery Fee

Kigali City

RWF 1,000 – 2,000

Outside Kigali

RWF 2,500 – 5,000

Free delivery is available for orders over RWF 50,000 (within Kigali City only).

Delivery fees are calculated automatically at checkout.

📦 Minimum Order Value

To maintain efficient logistics and customer service, we require a minimum order value of RWF 5,000.

📲 Order Tracking & Notifications

After placing your order, you will receive a confirmation via SMS, WhatsApp, or email, including estimated delivery time. Our customer service team may also contact you directly if needed.

🚴 Delivery Process

Our deliveries are handled by a team of trained Oliline riders and trusted logistics partners to ensure safe, timely, and professional delivery of your groceries.

If no one is available at the delivery address, our team will attempt to contact you. If delivery fails after repeated attempts, the order may be rescheduled or canceled.

🛑 Delivery Delays

While we strive to deliver on time, unforeseen events such as heavy rain, traffic disruptions, or public holidays may cause delays. We will notify you in advance if there is a delay.

📞 Need Help?

If you experience any issues with your delivery or have questions about shipping, please contact us:

Thank you for choosing Oliline.com – Rwanda’s reliable online supermarket and delivery service! 🛒🇷🇼

Return & Exchange Policy

🔄 Return & Exchange Policy – Oliline.com

At Oliline.com, customer satisfaction is at the heart of everything we do. We aim to provide top-quality products and dependable delivery. However, if you encounter any issues with your order, our Return & Exchange Policy ensures a smooth and fair resolution—including for customers who choose to pay with cryptocurrency.

✅ Eligible Items for Return or Exchange

Returns or exchanges are accepted under the following conditions:

  • Items are damaged, expired, or spoiled upon delivery

  • You receive the wrong item or missing items

  • You receive a defective non-perishable product

  • Non-perishable items must be unopened and in original condition

Requests must be made within 24 hours of delivery and must include photo or video evidence to support your claim.

❌ Non-Returnable Items

The following items are not eligible for return, unless defective upon delivery:

  • Opened or partially used food products

  • Perishable items after 24 hours (fruits, vegetables, dairy, frozen foods)

  • Personal hygiene products (e.g., razors, toothpaste)

  • Items purchased during flash sales, promos, or clearance offers

📲 Return Request Process

To request a return or exchange:

  1. Contact our customer service within 24 hours:

  2. Provide your order number, product issue details, and proof (images/videos)

  3. We will confirm eligibility and arrange for return pickup or replacement

Returns must be received in good condition before processing a refund or exchange.

💵 Refund Options

Once your return is approved, refunds can be issued via:

  • Mobile Money (MTN MoMo or Airtel Money)

  • Bank Transfer (for bulk or corporate orders)

  • Store Credit (usable on future purchases)

  • Cryptocurrency: If you paid in crypto, you can receive a refund in the same currency, adjusted to the RWF value at the time of the original transaction. We do not refund based on current market fluctuations.

⚠️ Refunds in crypto may take up to 5–7 business days to process due to blockchain confirmation and security reviews.

🔁 Product Exchange

If you prefer a replacement instead of a refund, we will deliver a new item at no extra cost (within Kigali). Outside Kigali, regular delivery fees may apply.

❌ Order Cancellations

Orders may be canceled at no charge before they are dispatched. Once dispatched, cancellations are no longer possible, but you may still be eligible for a return or exchange under this policy.

⚠️ Conditions

  • Items must be returned in original packaging

  • Late requests (after 24 hours) may not be accepted

  • We reserve the right to refuse returns that do not comply with this policy

📞 Need Assistance?

Contact us for any questions or support:

Thank you for shopping with Oliline.com – Rwanda’s trusted online supermarket. We’re here to serve you better, every day! 🛒🇷🇼💳🪙

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