Returns and refunds

This policy covers orders paid with escrow. For orders paid directly to a shop or paid on delivery, see what happens when you pay a shop directly.

When you can report a problem

Any time after you pay, until 1 day after the seller marks your package as delivered. After that, the payment is released to the seller and the order is closed. If you need help after that, contact us and we will do our best to help.

You can get a refund if

• You did not receive the item.
• The item is different from its description or photos.
• The item is damaged, fake or not working.
• Parts are missing, or you got the wrong item.
• The seller cancels your order, for example because the item is out of stock.

How refunds are paid

Approved refunds are sent back the way you paid: to your card, or to the Mobile Money number you paid with. A refund to a card can take 5 to 10 working days to show, depending on your bank, and is made in the currency you were charged, so the amount can differ slightly if exchange rates changed. Our team may ask you to return the item to the seller first. The delivery fee is refunded when the seller is at fault.

Change of mind

Sellers do not have to accept returns when you simply change your mind, but some do. Before you order, check the shop’s own return terms on its page, or contact us and we will ask the seller for you.