Returns & Cancellations
This policy explains when a BLACKLYF order can be returned, replaced, exchanged or cancelled.
Returns and exchanges
An eligible unused product may be returned within 7 days of delivery if it is in its original condition and includes the original packaging, accessories and proof of purchase. After inspection, BLACKLYF may approve a refund, replacement or exchange.
Damaged, defective or incorrect products
- Report physical damage, an incorrect item or a product that does not match the stated specifications within 24 hours of delivery.
- Report a product that is not functioning properly within 7 days of delivery.
- BLACKLYF will inspect the product before confirming the available remedy.
- Return the complete product package with all supplied accessories. Collection or return instructions will be provided after the request is accepted.
Items that are not eligible
A return, replacement or refund may be declined when:
- The product is working correctly and the request is based only on a change of preference about appearance or sound.
- Physical damage was not reported within 24 hours.
- The product was damaged by misuse, accidental damage, an electrical surge, unauthorised repair or failure to follow the product instructions.
- The product, packaging, accessories or proof of purchase are incomplete.
Cancellations
Contact BLACKLYF as soon as possible if you need to cancel or change an order. A cancellation may be declined once fulfilment or dispatch has started. Same Day Delivery orders and limited-occasion or specially obtained products cannot be cancelled after processing begins.
How to request help
Use the contact page or call +256 744 55 55 11. Include your order number, proof of purchase and clear photos or video where relevant.
This returns policy is separate from warranty support for faults that arise after the return window. See the Warranty Policy for warranty terms.
