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Cancellation policy

                                                                                                                         Order Cancellation Policy

Last Updated: May 5, 2026

At MBUNIESHOP, we understand that plans change. We provide a straightforward cancellation process to ensure a smooth shopping experience.

1. Cancellation Window

  • Pending Orders: You may cancel your order at any time through your User Dashboard as long as the order status is marked as "Pending" or "Confirmed."

  • Processing Orders: Once a vendor has moved your order to the "Processing" stage (meaning the item is being packed or prepared), cancellation is at the discretion of the vendor.

  • Shipped Orders: Orders that have been handed over to a Delivery Man or are marked as "Out for Delivery" cannot be cancelled. In this case, you must follow our Return Policy once the item arrives.

2. How to Cancel

  1. Log in to your account on the MBUNIESHOP website or app.

  2. Navigate to My Account > Order History.

  3. Select the order you wish to cancel.

  4. If the order is eligible, click the "Cancel Order" button.

  5. Select a reason for cancellation (e.g., "Accidental Order," "Changed Mind," "Found Better Price").

3. Refunds for Cancelled Orders

  • Prepaid Orders: If you paid via M-Pesa, Tigo Pesa, or Mbuni Pay, a full refund will be initiated immediately upon cancellation.

  • Refund Timeline: While we initiate the refund instantly, it may take 24 to 48 hours for the funds to reflect in your mobile wallet or bank account depending on the provider.

  • Cash on Delivery (CoD): No payment will be required if the order is cancelled before it is shipped.

4. Vendor-Initiated Cancellations

Occasionally, an order may be cancelled by a vendor or by MBUNIESHOP administration due to:

  • The item being out of stock.

  • Incomplete or incorrect shipping information.

  • Suspicion of fraudulent activity.

  • Pricing errors on the platform. In these cases, you will be notified immediately, and a full refund will be issued for any payments made.

5. Specialized/Customized Items

Please note that orders for custom-made or personalized items (e.g., custom printed apparel or specific electronics configurations) cannot be cancelled once the vendor has started production.

6. Contact Us

If you encounter any issues while trying to cancel an order, please contact our support team at:

  • Phone/WhatsApp: +255 793 661 673

  • Support Ticket: Open a ticket directly from your User Dashboard.