Returns & Refunds

You can cancel an order yourself, free of charge, while its status is pending or confirmed. Go to My Orders and choose Cancel. Once a supplier has started processing or has shipped an order, it can no longer be cancelled directly. Open a support ticket and we will try to stop it, or you can request a return or refund after it arrives.

You can ask for a return and refund within 7 days of delivery if the item:

• is not what you ordered (wrong item, size or colour);
• arrived damaged or does not work;
• is not as described in the listing; or
• is missing parts or quantities.

Returns for a change of mind are not covered unless the store agrees. Please keep the item unused, in its original packaging, with all accessories. We cannot accept returns of perishable goods, food, items made to order, or opened personal care, hygiene and underwear items unless they are faulty.

If your order is marked shipped but has not arrived within the estimated delivery time, use "Not received" in My Orders. We will check with the supplier and delivery partner.

• Open My Orders, find the order and choose "Request return / refund".
• Describe the problem clearly. Photos help; add them to a support ticket for the order if needed.
• Our team reviews the request, usually within 3 business days, and may contact you or the supplier. You will see the decision on the same page.

• Approved refunds cover the item price and, where the problem was caused by the store or supplier, the delivery fee.
• Refunds are sent to the mobile money number or account you paid from, and we aim to send them within 7 business days of approval. The request page shows when your refund has been sent.
• When a refund is approved, the commission and supplier payout for that order are reversed, so the order is settled fairly for everyone.

Reply in a support ticket for the order and a different team member will take another look. See our Terms of Service for how disputes are handled.