Return and Refund Policy

If we sent the wrong item, if it arrived damaged, or if it is faulty, that is ours to fix and it costs you nothing. If you simply changed your mind, you can still return an unopened item within 7 days, and you cover the return transport.

Faulty on arrival

Report within 7 days. Replaced, not repaired. We pay transport both ways.

Wrong item sent

Corrected at our cost, whenever you notice.

Damaged in transit

Report within 24 hours of delivery with photographs. Our cost.

Changed your mind

7 days, sealed and unused, in the original packaging. You pay the return transport.

Fault appears later

Covered by the Warranty Policy rather than by this one.

The rest of this page sets out the detail. It is longer than the summary because the detail is what protects you when something goes wrong.

This single step prevents most of the disputes we ever see. When the rider hands you the parcel, or when you collect it from the courier counter:

1. Look at the outer packaging. If it is torn, wet or clearly opened, do not accept it. Photograph it and call us straight away.
2. Open the box in front of the rider or at the counter.
3. Confirm the model, the colour and the storage size match what you ordered.
4. Power the device on. Check the screen for cracks, dead pixels or marks.
5. Confirm the accessories listed on the box are actually inside it.

We recommend recording a short video as you open the parcel. It costs you nothing and it settles any question about the condition the item arrived in.

If anything is wrong, say so before the rider leaves. That is far simpler than arranging a collection afterwards, though a claim made afterwards is still valid within the periods below.

You may return an item within 7 days of delivery because you no longer want it. There is no need to justify the decision.

The item must be:

• Unused and unopened, with the manufacturer's seal intact.
• In its original packaging, complete with every accessory, cable, manual, adapter and free gift that came with it.
• Undamaged, with no scratches, marks or signs of installation.
• Complete with proof of purchase, which can be the order number, the receipt or the payment message.

The return transport is yours to arrange and pay for. Original delivery charges are not refunded on a change of mind return, because that service was performed.

Opened but unused

A device that has been opened but genuinely not used can sometimes still be returned. We inspect it and, where the packaging and accessories are complete and it can be sold again as an opened item, a handling deduction of up to 15 percent may apply to reflect the loss in value. We always tell you the figure before you commit to the return, and you may decline and keep the item.

A device that has been set up, has had a SIM card inserted, has been signed in to an account or has been registered to a network is used, not opened. It cannot be returned on a change of mind, though it remains covered by the warranty.

A device that does not work correctly from the moment you receive it is dead on arrival. Report it within 7 days of delivery and it is replaced, not repaired. A new device should not need a repair before it has been used.

Typical dead on arrival faults include:

• The device does not power on or does not hold charge.
• The screen is cracked, has dead pixels or shows lines out of the box.
• The touchscreen, buttons, camera, speaker, microphone or charging port do not work.
• The device does not connect to a network, to wireless or to Bluetooth.
• The device restarts repeatedly or overheats in normal use.
• A part is missing from a sealed box.

We pay transport both ways on a dead on arrival claim. Where an identical replacement is not in stock, you choose between waiting for one, taking a different device with the difference settled either way, or a full refund.

A fault that appears after the first 7 days is a warranty matter rather than a return. See the Warranty Policy.

We sent the wrong thing

If the model, colour, storage size or quantity does not match your order, we correct it entirely at our cost. Tell us as soon as you notice. Keep the item in the condition it arrived in and do not set it up, since an unused item can be exchanged immediately.

Something is missing

If an accessory listed on the box is not in the box, tell us within 48 hours of delivery. We supply the missing part or, where we cannot, we refund its value. Note that manufacturers do change box contents without notice, and several no longer include a charger. We tell you in advance where we know this to be the case.

Damaged in transit

Report transit damage within 24 hours of delivery, with photographs of the outer packaging, the inner packaging and the item itself. That short window exists because the carrier will not accept a claim raised later, and because the packaging is the evidence.

Where a claim is accepted we replace the item or refund you in full, including all transport. We handle the carrier ourselves. You do not have to argue with a courier on our behalf.

The following are not accepted on a change of mind return. All of them remain covered by the warranty if they turn out to be faulty, and nothing in this list removes a right you have under Tanzanian consumer law.

• Opened earphones, headphones and earbuds, for reasons of hygiene, once the seal is broken.
• Screen protectors and films once applied, and cases once fitted and marked.
• Software, licence keys and digital codes once the code has been revealed or redeemed.
• Airtime, data bundles and gift vouchers.
• Items ordered specially for you that we do not ordinarily stock, where we bought them in on your instruction.
• Consumable items such as printer ink and thermal paper once opened.
• Devices bought as clearance or as seen, where the listing said so and the reason was disclosed.
• Items damaged after delivery, including cracked screens, liquid damage and damage from a substandard charger.
• Devices still locked to your account, until the lock is removed. We physically cannot test or process them.

Contact us first. Do not send anything back before we have agreed the return, because an unannounced parcel can sit unidentified for days.

1. Get in touch by WhatsApp, by telephone on +255 766 887 872, or by email to [email protected].
2. Tell us the order number, the item, and what is wrong. Photographs or a short video help enormously, especially for damage or a screen fault.
3. We confirm the return and tell you where to send the item or arrange a collection, depending on your location and the reason.
4. Prepare the item. Sign out of every account on it, remove any SIM card and memory card, back up anything you want to keep, and pack it in its original box with all accessories.
5. Send it and keep the transport receipt until the return is settled.

Sign out before you send

A device still tied to a Google, Apple, Samsung or Xiaomi account cannot be tested, reset or replaced by anyone. This is the most common cause of a return taking far longer than it should. Removing the account before it leaves your hands takes two minutes and saves days.

Every returned item is inspected. We check that it matches the order, that it is complete, that the reported fault is real and that no damage has been caused after delivery.

• Inspection is normally completed within two working days of the item reaching us.
• Where a fault must be confirmed by a manufacturer service centre, it can take longer. We tell you when this happens and we keep you informed rather than leaving you to chase.
• We tell you the outcome and the reason for it, whichever way it goes.

If the return is not accepted

Where an item does not qualify, for example because it was damaged after delivery or the reported fault could not be reproduced, we explain what we found and return the item to you. We do not keep an item we have not accepted, and we do not keep your money for it.

Refunds are paid to the same method you paid with, wherever that is possible.

Mobile money

Returned to the number that paid, ordinarily within two working days of the return being approved.

Bank transfer

Returned to the paying account within three to five working days, depending on the bank.

Cash on delivery

Paid by mobile money to a number you nominate, or in cash at our premises.

Installment purchase

Amounts already paid are refunded and the plan is closed. See below.

The clock starts when the return is approved after inspection, not when you posted the item. Delays inside a bank or a mobile money operator are outside our control, but we will give you the reference so you can trace it.

What is refunded

• Our error, a fault, or transit damage: the full price of the item plus the original delivery charge, plus what you spent returning it.
• Change of mind: the price of the item. The original delivery charge is not refunded and the return transport is yours.
• Order cancelled before dispatch: everything you paid, with no deduction of any kind.

Store credit and exchange

You may take store credit or an exchange instead of a refund if you prefer. Store credit does not expire. Where an exchange is for a more expensive item you pay the difference, and where it is for a cheaper one we refund the difference.

A device bought on an installment plan can be returned on the same terms as any other, for the same reasons and within the same periods.

• Where the return is accepted, every installment you have paid, including the deposit, is refunded and the plan is closed. You owe nothing further.
• Where a change of mind return attracts a handling deduction, it is taken from the refund in the same way it would be on any other sale.
• Where the plan is provided by a third party financier rather than by us, we tell the financier that the sale has been reversed. Their own terms govern how they settle with you, and we will help you deal with them.

Orders placed by a business, and orders of 10 units or more, are covered by this policy for faulty, wrong and damaged goods in exactly the same way.

Change of mind returns on bulk orders are by agreement rather than by right, because stock bought in for a specific customer cannot always be returned to the supplier. Where we agree to take back a bulk order, the terms are set out in writing at the time. Sealed, unopened units in full cartons are always the easiest case.

Business supply terms are on our business page.

This policy is written generously because most customers are honest. A small number are not, and the cost of that falls on everyone else.

We may decline a return where:

• The item returned is not the item we sent, or a component inside it has been substituted.
• A serial number or IMEI has been removed, altered or does not match our record of the sale.
• A warranty seal has been broken by an unauthorised repairer.
• There is a repeated pattern of ordering and returning that is plainly not ordinary shopping.

We will always explain our reasoning and show you what we found. A decision made without an explanation is not a decision we are willing to give.

Nothing in this policy takes away any right you have under the consumer protection law of Tanzania. Where this document and the law disagree, the law prevails.

If you are unhappy with how a return has been handled, raise it with us first, with your order number. If we cannot resolve it between us, you may take the matter to the Fair Competition Commission.

The terms governing your purchase are in our Terms and Conditions, and cover for later faults is in our Warranty Policy.