At Africawa, we strive to provide a seamless and satisfactory shopping experience for both buyers and vendors. However, we understand that sometimes returns may be necessary. Below are the return policies to ensure a smooth process for all parties involved:

 

 1. Eligibility for Returns

– Products can be returned within 7 days of receipt if they are defective, damaged, or not as described.

– Items must be in their original packaging, unused, and in the same condition as when received.

– Some products, including perishable goods, personal care items, and custom-made products, may not be eligible for return. These exclusions will be clearly stated on the product page.

 

2. Initiating a Return

– Buyers must contact the vendor directly via their Africawa account to initiate a return.

– Provide proof of purchase, order details, and clear evidence (photos or videos) of the issue with the product.

– Vendors are required to respond within 48 hours of receiving a return request.

 

3. Vendor Responsibility

– Vendors are responsible for accepting returns for products that meet the criteria for return.

– Vendors must offer a full refund or product replacement at their discretion, based on the buyer’s preference.

– If the vendor agrees to the return, they are responsible for arranging the pickup or providing a shipping label for the return.

 

– Once the returned product is received and inspected by the vendor, the buyer will be notified of the refund approval or rejection.

– Refunds will be processed within 5-7 business days and will be issued through the original payment method or store credit, depending on the buyer’s preference.

– If the return is due to a vendor error (e.g., wrong item, damaged product), the vendor will cover the return shipping cost.

– If the return is due to the buyer’s personal preference (e.g., wrong size or color), the buyer will be responsible for the return shipping costs.

 

– Products can be exchanged within the return window if they are available in the desired variant (size, color, etc.).

– The buyer must follow the same process as a return to request an exchange.

 

– Perishable items, such as food and flowers.

– Personal hygiene products once opened.

– Customized or personalized items.

– Downloadable software or digital goods.

– Services like event tickets, spa appointments, and visa assistance, unless the vendor agrees to a refund based on the nature of the service.

 

– In the event of a disagreement between the buyer and vendor regarding the return, Africawa’s support team will intervene to mediate the issue and provide a resolution based on the platform’s policies.

 

 

By adhering to these policies, Africawa ensures a transparent and fair return process, maintaining trust and satisfaction for both buyers and vendors.