Ujamaarket Returns and Refunds Policy

At Ujamaarket, we strive to ensure that you are completely satisfied with your purchase. Our Returns and Refunds Policy aims to make the process as smooth and straightforward as possible. Please read the following policy carefully to understand your rights and our obligations.

1. Eligibility for Returns and Refunds

Perishable Goods

  • Fresh Produce, Dairy, and Meat: Due to the nature of these items, returns are not accepted. However, if the item is damaged or spoiled upon delivery, please contact our customer service within 24 hours of receiving your order.
  • Packaged Perishables: Must be unopened and in the original packaging. Contact us within 24 hours of receiving your order if there is an issue.

Non-Perishable Goods

  • Packaged Foods, Beverages, and Household Items: Can be returned if unopened and in their original packaging. Contact us within 14 days of receiving your order.
  • Damaged, Defective or Incorrect Items: Must be reported within 48 hours of receiving your order. Provide a photo of the damaged or defective item for verification.
  • Customised Orders: Special orders or customised items are non-returnable unless there is a quality issue.

2. Conditions for Returns

  • Re-saleable Condition: The item must be unused, in the same condition that you received it, and in the original packaging.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns.
  • Sale or Clearance Items: Items marked as sale or clearance are not eligible for return or refund.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Customer Support: Email us at orders@ujamaarket.com. Provide your order number, reason for return, and photos if applicable.
  2. Wait for Authorisation: Our customer support team will review your request and, if approved, provide you with a return authorisation and instructions. Please do not send items back without prior approval.
  3. Return the Item: Follow the instructions provided to return the item. Ensure it is securely packaged to prevent further damage during transit.
  4. Shipping Costs: You will be responsible for paying the shipping costs for returning the item unless the return is due to our error (e.g., wrong or defective item).
  5. Proof of Postage: Any items you wish to return are your responsibility until they reach our warehouse. We suggest using a delivery service that insures you for the value of the item(s) and obtaining proof of postage. Note that we cannot be held responsible for losses of items returned to us using a non-tracked service.

4. Refund Process

  1. Inspection: Once we receive your return, we will inspect the item and notify you of the status of your refund.
  2. Approval: If your return is approved, we will initiate a refund to your original method of payment.
  3. Processing Time: Refunds will be processed within 3 business days. The time it takes for the refund to reflect in your account may vary depending on your payment provider.
  4. Store Credit: If preferred, you can choose to receive a store credit for the refund amount, which can be used for future purchases on our website.

5. Exchanges

If a refund is approved, you can opt for an exchange. Please follow the return process above and specify that you would like an exchange. We will ship the replacement item to you at no additional cost once the returned item is received and inspected.

6. Cancellations

If you need to cancel an order, please contact us immediately at orders@ujamaarket.com. Orders can only be cancelled before they are dispatched.

7. Need Help?

If you have any questions about our Returns and Refunds Policy, please contact us at: orders@ujamaarket.com.

Thank you for shopping with Ujamaarket. Your satisfaction is our priority, and we are committed to providing you with the best service possible.

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