Refund Policy
Last updated: August 4, 2026
This Refund Policy explains when and how you can request a refund for orders placed on VUMA Marketplace ("VUMA"). It applies to all purchases made through the VUMA app.
1. Eligibility for a Refund
You may request a refund if:
- The item you received is significantly different from what was listed (wrong item, wrong size, or misdescribed)
- The item arrived damaged or defective
- The order was never delivered within a reasonable timeframe and the seller cannot fulfill it
- You cancelled the order before it was shipped by the seller
Not eligible for refund
Change of mind after delivery, items damaged by misuse after delivery, and perishable/fresh Mazao produce items once accepted at delivery (unless spoiled or incorrect on arrival).
2. Refund Request Window
| Situation | Request Within |
|---|---|
| Item not delivered | 7 days after expected delivery date |
| Wrong or damaged item received | 48 hours after delivery |
| Order cancelled before shipping | Immediately, before seller marks as shipped |
3. How to Request a Refund
- Open the order in the VUMA app and select "Report an Issue" / "Request Refund", or
- Email vumamarketplace@gmail.com with your order number, a description of the issue, and photos if the item is damaged or incorrect
4. Review Process
VUMA reviews each refund request, which may involve contacting the seller for their side of the issue. Most requests are resolved within 5 business days. In some cases we may request the item be returned to the seller before a refund is issued.
5. Refund Method
Approved refunds are issued to the original mobile money account used for payment, or credited to your VUMA Wallet balance, at VUMA's discretion. Refunds to mobile money accounts are typically processed within 3–7 business days, depending on the mobile money provider.
6. Partial Refunds
If only part of your order is affected (e.g. one item out of several is damaged), VUMA may issue a partial refund covering only the affected item(s).
7. Delivery Fees
Delivery fees are refunded only when the entire order is refunded due to a VUMA or seller error (e.g. non-delivery, wrong item). Delivery fees are not refunded for change-of-mind cancellations after shipping.
8. Disputes
If you disagree with the outcome of a refund review, you may request an escalation by replying to our support email with additional evidence. VUMA's decision following escalation is final.
9. Contact Us
VUMA Marketplace Limited
Makuburi, Kibangu, Ubungo Municipal Council
Dar es Salaam, Tanzania
Phone: +255 689 406 598
Email: vumamarketplace@gmail.com