Returns & Refunds Policy
We want you to be completely satisfied with your purchase
Last updated: January 2025
7 Days
Return window from delivery
Full Refund
Money back guarantee
24/7 Support
We're here to help
How to Return an Item
Initiate Return Request
Contact our customer service via email, phone, or through your account dashboard within 7 days of receiving your order.
Provide Order Details
Share your order number, product details, and reason for return. Attach photos if the item is damaged or defective.
Receive Return Authorization
Our team will review your request and provide a Return Authorization Number (RAN) along with return instructions.
Package & Ship
Pack the item securely in its original packaging with all accessories and tags. Ship it to the provided address with the RAN clearly marked.
Inspection & Refund
Once we receive and inspect the item (2-3 business days), we'll process your refund within 5-7 business days.
Return Conditions
Items Eligible for Return
- Unopened and unused items in original packaging
- Items with all original tags and labels attached
- Defective or damaged products
- Wrong items delivered
- Items that don't match the description
Non-Returnable Items
- Personal care and hygiene products
- Underwear and intimate apparel
- Customized or personalized items
- Digital products and gift cards
- Items on final sale or clearance
Refund Methods
Original Payment Method
Refunds will be processed to the original payment method (cash, credit card, mobile money, bank transfer).
Store Credit
Request store credit instead for immediate use on future purchases. Credits never expire and can be combined with offers.
Exchange
Exchange for a different size, color, or product of equal or greater value. Price difference applies for upgrades.
Special Cases
Damaged or Defective Items
If you receive a damaged or defective product, contact us immediately (within 48 hours). We'll arrange a free pickup and provide a full refund or replacement.
Wrong Item Delivered
We'll arrange immediate pickup and delivery of the correct item at no additional cost. You'll also receive a TZS 5,000 store credit for the inconvenience.
Missing Items from Order
If items are missing from your delivery, report it within 24 hours. We'll ship the missing items immediately or provide a full refund.
Non-Delivery
If your order doesn't arrive within the estimated timeframe, contact us. We'll investigate and provide either a replacement or full refund.
Important Notes
Return delivery Costs: For defective or incorrect items, we cover all return delivery costs. For change of mind returns, customer is responsible for return delivery.
Restocking Fee: A 15% restocking fee may apply to opened electronics and appliances returned due to change of mind.
Inspection Period: All returned items are inspected within 2-3 business days of receipt. You'll receive email updates throughout the process.
Refund Processing: Once approved, refunds are processed within 5-7 business days. Bank processing times may vary.
Proof of Purchase: Keep your order confirmation email and delivery receipt as proof of purchase for all returns.
Need to Return Something?
Our customer service team is ready to help you with your return or refund request.