Store Policy

Shipping Policy

How It Works

ALEXA HOLDINGS LTD use only two transportation methods: 

1. Air transportation, which is mostly preferred by customers that want items in a short period of time. It takes up to two days or 3 days maximum. We give you the assurance that our products are in safe hands according to the insurance we are given with the transporter (RwandAir). There are some cases in which an item can be lost, if we can prove that, then they pay us back. Here, we are talking about the security of lost or damaged goods during transportation. Therefore, if we have hope that we will get paid, then we can pay you in advance, and this can happen only when it has been approved  by Alexa's officials; otherwise the customer will wait until we get paid and we transfer to their accounts.

2. Sea transportation,  some customers with heavy products like furniture, cars, refrigerators, mattress etc... will have to use the sea transportation method in which items are taken to a cargo company based in Dubai i.e: GULF FIRST, KIGALI LOGISTICS, SALAMA etc..., these companies help us to bring items from different Dubai ports to Kigali, Rwanda. The process takes up to 1month. We also follow the rules and regulations of repayments in case of damages or losses as provided by the cargo company. Therefore, if we encounter such a problem our customer will also have to follow the same rules and regulations of the cargo company, though there are some exceptions.

Returns

The Small Print

1. AHL supports return & refund application

2. If the item you received is of problems (such as wrong quantity, wrong item, product damaged, texture or quality problem, etc.), please apply for return & refund within 15 days of receipt. You need to write an email describing specific problems and uploading photos of item. After your application is approved you can get full refund of the product price.

3.  All refund will be sent back to your bank account after return succeed within the next 5 business days, this also applies on order cancelations.

Please make sure you follow these guidelines or else we may be unable to process your return.

Thank you for choosing AHL, and may you enjoy your shopping. If you have any more questions, you can call us or email us.

Warranty at Alexa Holdings Ltd

Our Policy

Thank you for your interest in the products and services of AHL.

This Limited Warranty applies to physical goods, and only for physical goods, purchased from AHL.

The Warranty Period for Physical Goods purchased from AHL is 3 months from the date of purchase.

During the Warranty Period AHL will repair or replace, at no charge, products or parts of a product that proves defective because of improper material under normal use and maintenance.

AHL will either repair the Product at no charge, using new or refurbished replacement parts.

This Limited Warranty does not cover any problem that is caused by conditions, malfunctions or damage not resulting from defects in material.

To obtain warranty service, you must first contact us to determine the problem and the most appropriate solution for you.

Privacy at Alexa Holdings Ltd

All about Information Security

AHL does not make money from ads. So, we do not collect your information in order to advertise to you.

The tracking we do at AHL is to is to make our website work as well as possible.

In order to give you the best possible experience using AHL website, we collect information from your interactions with our network. Some of the information you actively tell us is your email address and contact number that we use to track your account or communicate with you.