Refunds and returns

• If an item never arrives, you're entitled to a full refund including any delivery fee you paid.
• If an item is damaged, faulty or clearly not what was pictured or described, you can return it within 7 days of delivery for a refund or replacement.
• If a seller cancels your order after payment, the full amount is refunded to the mobile money number you paid from.

Change-of-mind returns are at the seller's discretion. Many sellers accept them within 48 hours if the item is unused and in its packaging, with the buyer covering return delivery. Check the store's policy before you order.

Perishable food, underwear and swimwear, earrings and other pierced jewellery, opened cosmetics and skincare, and custom or made-to-order items — unless they arrive faulty.

1. Message the seller on WhatsApp from the store page, with photos and your order number.
2. Agree a return method — dispatch rider, bus or drop-off.
3. Once the seller receives the item, the refund is sent to your mobile money number, usually within 3 working days.

Give the seller 48 hours. If there's still no reply, contact us with your order number and we'll step in. Repeated failures to honour refunds lead to a store being suspended.