Returns & Refunds

1. When you can return

You have 3 days from delivery to inspect an item and open a return or dispute from the order page. After that window closes, money is released to the seller and returns are only possible with the seller's agreement.

2. Eligible items

Physical items received damaged, defective, materially different from the listing, counterfeit, or missing components are always eligible for a return through the dispute process regardless of the seller's stated policy. For change-of-mind returns, eligibility follows the seller's return policy shown on the listing.

3. Items we can't accept

• Perishable food and beverages once dispatched.
• Intimate apparel and hygiene items once packaging is opened.
• Items outside the return window with no seller agreement.

4. Condition on return

Returned items must be in the same condition they were received with tags, packaging, and all included accessories. Buyers are responsible for safe packaging on the return leg.

5. How to request a return

1. Open the order page and choose Return or report issue.
2. Pick a reason, add photos or a short video, and describe the issue.
3. The seller has 48 hours to accept the return or contest.
4. If unresolved, escalate to a Mnadani dispute — see Disputes.

6. Refund routes

Refunds go to the original payment method by default. Where the payment method can't accept a refund (for example, a mobile-money account that's been closed), the refund is credited to your Mnadani wallet and you can withdraw it from there.

• Mobile money — Instant
• Wallet refunds — instant.
• A 1.5% payments processing fee is deducted from all refunds.

7. Damaged, wrong, or missing items

Photograph or record the parcel before opening it if possible. Report damage or missing components within 24 hours of delivery for the fastest resolution. Sellers must respond to these reports first, Mnadani will step in if agreement isn't reached in 48 hours.

8. Auction wins

Auction wins are binding purchases. Returns follow the same rules as buy-it-now: items not-as-described are always eligible; change-of-mind returns are at the seller's discretion.

9. Escrow interplay

10. Seller obligations

Sellers must (a) show a clear return policy on each listing, (b) respond to return requests within 48 hours, (c) provide a return address inside Tanzania, and (d) issue any agreed refund promptly. Repeated failure to honour returns will affect your seller performance rating and may lead to account restrictions.