Refund and Returns Policy

INTERNAL REVIEW DRAFT — DO NOT PUBLISH UNTIL ICONA MANAGEMENT AND A SIERRA LEONE-QUALIFIED LAWYER APPROVE.

Effective date: To be added after approval.

Contact support at +232 30364258 or iconalondonsl@gmail.com before returning an item. Support will log the request and assign a nearby branch or authorized service centre. Please provide the order number or purchase evidence, model/serial number and, where available, receipt and warranty card. Photos or video may help identify the issue. If documents are missing, ask support to check company records.

Defective, unsafe, damaged, incorrect or incomplete goods

Report the issue as soon as reasonably possible. Icona may check dispatch records or photographs and arrange a technical inspection. For missing parts, Icona may send the missing item or arrange a service-centre assessment depending on the issue.

For goods that qualify under the Sierra Leone Consumer Protection Act 2020, a customer may return them within 30 days after delivery at the supplier’s risk and expense and choose repair, replacement or refund. If repair does not remedy a qualifying fault or a further fault is found within three months after repair, the applicable statutory replacement or refund remedy remains available. Nothing in this policy or the warranty card limits these rights. No delivery charge will be deducted from a statutory refund.

For a fault confirmed as covered by warranty, Icona pays reasonable transport for warranty service as described in the Warranty and After-Sales Policy.

Change of mind or wrong model

As a voluntary exchange option, you may request an exchange for a non-defective product within 7 calendar days after delivery. The item must be unused apart from reasonable inspection, complete with supplied accessories and packaging where available, and free from new customer-caused damage. Icona inspects the item and explains its decision. This voluntary option does not limit rights concerning defective or non-conforming goods.

For an approved change-of-mind exchange, the customer pays return transport or takes the product to the nearby branch assigned by support. A change-of-mind exchange is not a refund entitlement.

Refunds and complaints

Approved refunds for returned products are processed within 2 business days after Icona receives the returned product. A cancellation received before dispatch is fully refundable. For non-defect cancellations after dispatch or failed delivery, applicable actual delivery charges may be deducted and explained. No transport or delivery charge will be deducted from a remedy that consumer law requires Icona to provide at its expense.

Support coordinates the assessment and next steps. Unresolved complaints may be escalated to Icona management. This does not prevent a customer from using lawful complaint channels, including the National Consumer Protection Commission.