Refund Policy

1. Overview

At MozaMarket, we want you to be completely satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be granted and the process for requesting one.

2. Eligibility for Refunds

2.1 Situations Eligible for Refund

You may be eligible for a refund if:

• Damaged Items: Products arrive damaged or defective
• Wrong Items: You receive items different from what you ordered
• Missing Items: Part of your order is missing
• Quality Issues: Products do not match the description significantly
• Non-Delivery: Your order was not delivered within the estimated timeframe plus 14 days

2.2 Situations Not Eligible for Refund

Refunds will generally not be granted for:

• Change of mind after purchase
• Minor variations in product appearance from images
• Damage caused by misuse or improper handling after delivery
• Products that have been used or are not in original condition
• Perishable goods (unless quality issues are reported within 24 hours)

3. Return Requirements

To be eligible for a return and refund:

• Items must be unused and in their original packaging
• You must report the issue within 7 days of delivery
• You must provide photos or documentation of the issue
• Items must be returned to the designated return address (if applicable)

4. How to Request a Refund

Step 1: Report the Issue

Contact our customer support within the specified timeframe with:

• Your order number
• Clear photos of the issue
• Description of the problem

Step 2: Review Process

Our team will review your request within 2-3 business days and may contact you for additional information.

Step 3: Resolution

If your refund is approved, you will be notified of the resolution. Depending on the situation, we may offer:

• Full refund to your original payment method
• Partial refund
• Replacement product
• Store credit

5. Refund Processing

Once a refund is approved:

• M-Pesa payments: Refunded within 5-7 business days
• Bank transfers: Refunded within 7-10 business days

Refunds are processed in Mozambican Meticais (MZN) at the exchange rate that was applied at the time of your original purchase.

6. Return Shipping

If a return is required:

• For items damaged on arrival or wrong items: We cover return shipping costs
• For other eligible returns: Return shipping may be deducted from the refund

7. Order Cancellations

You may cancel your order and receive a full refund if:

• The order has not yet been processed
• Payment has not been confirmed

Once an order is in "Processing" or "Shipped" status, cancellation may not be possible.

8. Disputes

If you are not satisfied with our resolution, you may escalate the issue by:

• Requesting a review by our senior support team
• Contacting us at disputes@mozamarket.com

9. Contact Us

For refund requests or questions about this policy:

• Email: support@mozamarket.com
• WhatsApp: +258 84 000 0000
• Phone: +258 84 000 0000