Returns and Refunds Policy
Returns are reviewed with the seller and Tafrico support
Tafrico is a multivendor marketplace. Sellers are responsible for product accuracy, fulfilment, and after-sale support. Tafrico support helps buyers and sellers review return, refund, replacement, and dispute requests.
Return Window
- Buyers should report return, refund, replacement, damaged item, wrong item, or missing item issues within 7 calendar days after delivery or collection.
- For eligible platform-paid orders, buyers should not confirm receipt if the order has not arrived, is incomplete, damaged, incorrect, or still disputed.
- Some seller-specific products or categories may have a different return window if clearly stated by the seller before purchase.
Items That May Qualify
- Wrong product supplied.
- Product arrives damaged or materially different from the confirmed listing.
- Product is incomplete or missing agreed parts.
- Product is not delivered after the seller confirmed fulfilment.
- Other seller-approved returns where the item is unused, complete, and in suitable condition for review.
Return Exceptions
- Opened hygiene, cosmetics, beauty, hair-care, personal-care, health, intimate, or similar items may not be returnable unless defective, wrong, or damaged on arrival.
- Perishable, custom-made, special-order, clearance, used, altered, installed, or buyer-damaged items may not be returnable unless the seller confirms otherwise.
- Services, digital work, consultation work, and business solution packages are reviewed according to the agreed scope and service terms.
- Returns may be refused where the buyer cannot provide order details, proof of purchase, delivery evidence, or the returned item for inspection.
How to Request a Return
- Contact the seller through Tafrico or contact Tafrico support on WhatsApp at +263 714 202 526.
- Share the order number or sale order reference, product name, seller name, issue description, photos where useful, and preferred resolution.
- Keep the item, packaging, receipts, delivery notes, and communication records until the issue is reviewed.
- The seller and Tafrico support may offer a replacement, repair, refund, partial refund, exchange, or rejection depending on the evidence and product condition.
Return Costs and Refund Timing
- If the seller supplied the wrong, damaged, incomplete, or materially misdescribed item, the seller is normally responsible for the agreed return or replacement arrangement.
- For buyer-requested returns where the seller was not at fault, the buyer may be responsible for return delivery or collection costs unless the seller agrees otherwise.
- Approved refunds are normally processed after the seller or Tafrico support has reviewed the return and confirmed the agreed resolution.
- Refund timing may depend on payment method, seller confirmation, banking or payment provider processing, and Trade Assurance review where applicable.