Contact customer care
Share the order number, affected product, delivery details and the resolution you are requesting. Keep photographs or packaging where relevant.
HÖMNIA complaints procedure
A clear route when something goes wrong
Customers may call or WhatsApp +250 799 409 409, email care@homnia.rw, or submit a support request. HÖMNIA aims to acknowledge a formal complaint within two business hours during the published support schedule.
Customer policy informationReceive a reference
Every formal complaint should receive a unique HMN-CARE reference connected to the customer, order and communication history.
Review and updates
HÖMNIA should acknowledge the complaint, explain the review timeline and provide progress updates where the issue cannot be resolved immediately.
Escalation
Unresolved complaints should move to an authorized supervisor with access to order, payment, delivery and customer-care records.
Written resolution
The final response should explain the decision, remedy, refund or replacement timing and any further escalation route available to the customer.
Policy and operator details
The production complaints procedure must name the responsible business function, escalation deadlines, record-retention rules and any external consumer or regulatory channels that must be disclosed under applicable law.
Operator shown by HÖMNIA: HOMNIA ONLINE SUPERMARKET Ltd. Registration, TIN and VAT details are published only after they are formally verified.