Requesting a return
Start from your order history when the return action is available. Select the order, choose the reason, add details and provide supporting evidence when useful. You can also contact the store directly; you do not need to wait for an order to be marked completed.
Review and decision
The store reviews the submitted request and records its decision in the order timeline. The store checks the order and the details provided. This review does not limit your statutory consumer rights.
Refunds
Approved refunds are limited to the eligible amount recorded against the order payment. The order’s payment status is updated to reflect the recorded outcome.
Need help?
Use the order conversation for questions while a request is under review, or contact the store team for guidance.
Cancelling an online purchase
Under Article 47 of Rwanda’s Law n° 011/2026, you may cancel a distance contract within seven days of receiving the goods. For this withdrawal, you bear the return costs. If you paid before withdrawing, you are entitled to a refund within 15 days of withdrawal.
Tell us clearly that you wish to cancel, and keep a record of your message. We will provide return instructions. See the official law, Article 47.
Wrong, damaged or defective shoes
If your pair arrives damaged, is defective, differs from what you ordered, or does not perform as advertised or for its intended purpose, you may request a refund, repair or replacement under applicable consumer law. Tell us what happened and include photos if useful. These rights are separate from a change-of-mind return.
Contact The Shoe Plug Rwanda
Downtown Building, Kigali, Rwanda · Founded and led by Donatien Ukuriniyezu.
WhatsApp +250 787 365 785 · Instagram @shoeplugrwanda · Store support