Please read this carefully before placing your order. It's short on purpose.
How we work: Piazam is a pre-order importation store. The moment your payment clears, we place the import order with our supplier in China. We don't hold stock in Ghana, we don't cancel orders after payment, and we don't accept returns. Refunds are possible only in the specific delivery situations listed below, and only with evidence.
Quality inspection in China. We work with a quality inspector in China who checks every unit before it's packed. She verifies the product powers on, looks for visible defects, and confirms all the accessories are in the box. If a unit fails inspection, it doesn't ship. This is the main way we prevent problems from reaching you.
Packaging and insurance. Every shipment is carefully packaged and insured against loss or damage in transit. If something happens between China and your door, insurance covers it.
Honest listings. We write real product descriptions, list real specs, and show real photos. If a detail isn't in the listing, ask us before you order. Once you order, those listed specs are what you agreed to.
Importation is one-directional. As soon as your payment clears, we send the funds to our supplier in China and the order is in motion. We can't pull it back, even within minutes. This is the nature of pre-order importation, not a policy choice.
Please don't pay unless you're sure about the product, the size, the colour, the shipping address, and your timeline. If anything is unclear before you pay, ask us on WhatsApp first. After payment, we can't make changes.
With evidence, within the window
Not eligible under any evidence
If your case sits outside these three, we can't help. Importation moves money upstream fast, and there's nothing left to refund from unless the problem clearly came from shipping, our error, or a manufacturing defect we missed.
Contact us on WhatsApp, email, or the support page. Include your order number and a short note on what went wrong.
24 hours for shipping damage. 48 hours for wrong item or DOA.
We require a clear, continuous video showing the sealed package being opened and the product taken out. For damage, it must show the damaged part. For DOA, it must show the product being powered on and failing.
Same day you open the package.
Every order is inspected in China before packing. We cross-check your evidence against the pre-ship photos and notes for your specific unit.
Within 24 hours.
If the evidence is clear and the claim qualifies, we process the refund. If it doesn't qualify, we explain why. We do not offer replacements.
Decision the same day.
Approved refunds are sent to the original payment method. Mobile Money is fastest.
1 to 10 business days depending on method.
Without a returned product in hand, a video is the only way for us to verify a claim. It also protects you. If the video shows the product was damaged in transit, our insurance claim goes through faster and you get your refund sooner.
The video needs to be one continuous take, starting with the sealed package, and clearly showing the problem. Take it before you handle or open further. If you can't produce one, we can't process the claim.
Method. Refunds go back to your original payment method (Mobile Money, bank, or card).
Timing. Mobile Money: 1 to 3 business days. Bank: 3 to 5 business days. Card: 5 to 10 business days depending on your bank.
Amount. Approved refunds are for the full product price plus shipping cost. Nothing withheld.
The defective item. Keep it, dispose of it, or donate it. We don't ask for it back. Shipping it to China isn't practical.
We reserve the right to decline any refund claim where the evidence is insufficient, the timing doesn't line up, or the claim conflicts with our pre-ship inspection notes. We also decline repeat claims from the same account when there's a pattern. This isn't about being difficult. It's about keeping the business sustainable so we can keep serving honest customers.
Because this policy is tight, take a minute before you place the order:
We'd rather you ask 10 questions and buy the right thing than buy the wrong thing and have no recourse.
Need to report a problem?
WhatsApp is fastest. Have your order number and video ready.