Refund & Return Policy

Last Updated: May 5, 2026

At MBUNIESHOP, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help.

1. Eligibility for Returns

To qualify for a return and subsequent refund, the following conditions must be met:

• Timeframe: You must initiate a return request within 7 days of receiving your item.

• Condition: The item must be unused, unwashed, and in the same condition that you received it.

• Packaging: The item must be in its original packaging with all tags, manuals, and accessories included.

• Proof of Purchase: You must provide a valid receipt or order number from the MBUNIESHOP platform.

2. Non-Returnable Items

Certain types of goods cannot be returned due to health, hygiene, or safety reasons:

• Perishable goods (e.g., food, flowers, or plants).

• Personal care items (e.g., beauty products, innerwear).

• Customized or personalized goods made specifically for you

• Downloadable software or digital products.

• Items marked as "Final Sale" at the time of purchase.

3. The Refund Process

Once your return is received and inspected by the vendor:

1. Notification: We will send you an email or SMS notification regarding the approval or rejection of your refund.

2. Approval: If approved, your refund will be processed.

3. Method: Credits will be applied to your original method of payment (e.g., M-Pesa, Tigo Pesa, or your Mbuni Pay wallet).

4. Timeline: Please allow 5 to 7 business days for the funds to reflect in your account, depending on your payment provider.

4. Shipping Costs

• Customer Responsibility: Customers are responsible for paying the shipping costs for returning items unless the item arrived damaged or was the incorrect product.

• Non-Refundable: Original shipping costs are non-refundable. If you receive a refund, the cost of initial shipping will be deducted from your total.

5. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact our support team immediately at +255 793 661 673 or through the Support Ticket section in your user dashboard. We will arrange a replacement or full refund at no extra cost to you.

6. Vendor Disputes

As a multi-vendor marketplace, individual vendors may have slight variations in their handling process. However, all vendors are required to adhere to this master MBUNIESHOP policy. If you encounter a dispute with a vendor, MBUNIESHOP administration will act as a mediator to ensure a fair resolution.