Returns & Refund Policy

By placing an order through the marketplace, you agree to this Returns & Refunds Policy, as amended from time to time. We do not offer product exchange services.

Returns Eligibility

A Buyer may request to return an eligible product where:

The product is damaged, defective, or arrives in a condition different from that described on the marketplace.
The incorrect product or incorrect quantity was delivered.
The product is missing parts or accessories or components

All return requests are subject to review and approval by the Vendor

Returns Conditions

Unless otherwise stated, returned products must:

Be returned within 7 days of delivery
Be unused and substantially in the same condition as received.
Be returned in the original packaging together with any accessories, manuals, warranty cards, promotional items and proof of purchase.
Not show signs of misuse, alteration, accidental damage, or normal wear and tear.
For electronic devices, have all passwords, screen locks, activation locks, user accounts, and personal data removed before the product is returned

If your return request is declined, the item will be shipped back to you. If the item is not successfully delivered back to you and you do not request a reshipment, it will be stored in our warehouse for up to 30 days. Any item that remains unclaimed after this period will be deemed forfeited and ownership will be transferred to us. No refund or compensation will be provided for unclaimed items.

For hygiene and health reasons, the following products are not eligible for returns:

Perishable goods, including food, beverages, flowers, and other items with a limited shelf life.
Personal care, beauty, cosmetic, and hygiene products that have been opened, used, or have had their protective seal removed.
Intimate apparel, including underwear, lingerie, swimwear, socks, face masks, and similar items where the hygiene seal or packaging has been opened or removed.
Custom-made, personalized, or made-to-order products.
Digital products, downloadable software, digital subscriptions, gift cards, vouchers, or other digital content once delivered, accessed, downloaded, or redeemed.
Products expressly marked as “Non-Returnable” or “Final Sale” on the product listing.
Products that have been used, altered, installed, assembled, or damaged by the buyer after delivery, unless the damage is due to a manufacturing defect.
Products returned without their original packaging, accessories, manuals, certificates, or free promotional items where these are required for resale.
Items that, by their nature, cannot be resold for health, safety, or hygiene reasons once opened.
Hazardous materials, flammable liquids, gases, or other products restricted from return by law or shipping regulations.

How to Request a Return

To request a return

Log into your account.
Navigate to Return & Refunds
Select the relevant order and provide the reason for the return together with any supporting photographs or documentation where requested.
Submit your return request.

Failure to provide sufficient information may delay the assessment of the request.

Assessment of Return Request

After a return request has been submitted, Mako Yetu and the Vendor may:

Review the information provided by the Buyer.
Request additional photographs, videos, or supporting information where necessary.
Contact the Buyer for further clarification.
Approve or decline the return request.

Submission of a return request does not automatically mean that the return has been approved.
Mako Yetu will notify the Buyer of the outcome of the assessment within a reasonable time.

Returns Shipping

Where a return is approved, Mako Yetu will advise the Buyer whether:

The product should be dropped off at a designated return location or will be collected from the Buyer’s address, depending on the nature, size, and location of the product.
If the returned product is defective, damaged, or different from what was ordered, the Vendor will cover the reasonable cost of shipping
If the return is requested because the Buyer changed their mind or ordered the wrong product, the Buyer is responsible for shipping costs

Refunds

Where a returned product is approved for refund, Mako Yetu will process the refund on behalf of the Vendor in accordance with this Policy.
Once a returned product has been inspected and approved for refund, any refund due will be processed using the original payment method.
Approved refunds will be processed within 7 to 14 business days, although the time taken for funds to appear in a Buyer’s account may vary depending on the payment provider, bank, or mobile money service.