Refund Policy

Refund Policy – Earthenstore

Last Updated: April 9, 2026

Earthenstore is committed to ensuring a fair and transparent refund process for all users. This Refund Policy outlines how refunds are handled on our multi-vendor platform.

1. Overview

Earthenstore acts as a marketplace connecting customers and vendors. Refunds are primarily handled by vendors, but Earthenstore may intervene to ensure fairness and compliance with this policy.

2. Eligibility for Refunds

A refund may be issued under the following circumstances:

  1. The product received is defective or damaged
  2. The wrong item was delivered
  3. The item does not match the description
  4. The order was canceled before shipment

Refund requests must be submitted within 7 days of delivery unless otherwise specified by the vendor.

3. Refund Approval

  1. Vendors are responsible for reviewing and approving refund requests
  2. Earthenstore reserves the right to review and override decisions in case of disputes
  3. Additional evidence (e.g., photos) may be required to process refunds

4. Refund Methods

Refunds will be issued using the original payment method:

  1. Credit/Debit Card → refunded to the same card
  2. Mobile Money → refunded to the same account
  3. Wallet payments → refunded to user wallet (if applicable)

5. Refund Processing Time

  1. Once approved, refunds are processed within 5–10 business days
  2. Processing time may vary depending on the payment provider

6. Partial Refunds

Partial refunds may be granted if:

  1. The item is returned used or damaged (not due to vendor fault)
  2. Parts or accessories are missing
  3. A discount or compensation is agreed upon

7. Non-Refundable Situations

Refunds may not be provided in the following cases:

  1. Change of mind after delivery (unless vendor allows)
  2. Products marked as non-refundable
  3. Failure to provide sufficient proof for claims
  4. Requests made after the allowed refund period

8. Failed or Delayed Refunds

If your refund has not been received:

  1. Check your bank or mobile money account
  2. Contact your payment provider
  3. If the issue persists, contact Earthenstore support

9. Vendor Responsibility

Vendors must:

  1. Process refunds promptly after approval
  2. Communicate clearly with customers
  3. Comply with Earthenstore policies

Failure to comply may result in account suspension.

10. Dispute Resolution

If a disagreement arises between a customer and a vendor:

  1. Earthenstore may review the case
  2. A final decision will be made based on evidence provided

11. Changes to This Policy

Earthenstore may update this Refund Policy at any time. Updates will be reflected with a revised “Last Updated” date.

12. Contact Us

For refund-related inquiries:

Earthenstore Support

Email: support@earthenstore.co.tz

Website: https://earthenstore.co.tz/