Return Policy

Return & Refund Policy – Earthenstore

Last Updated: April 9, 2026

At Earthenstore, we aim to provide a smooth and reliable shopping experience by connecting customers with trusted vendors. This Return & Refund Policy outlines the conditions under which returns and refunds are handled on our platform.

1. General Policy

Earthenstore is a multi-vendor marketplace. Each vendor may have specific return policies; however, all vendors must comply with the minimum standards outlined below.

2. Eligibility for Returns

Customers may request a return if:

  1. The product is defective or damaged upon delivery
  2. The wrong item was received
  3. The product does not match the description

To be eligible:

  1. The request must be made within 7 days of delivery
  2. The item must be unused and in its original packaging
  3. Proof of purchase (order receipt) must be provided

3. Non-Returnable Items

The following items are generally not eligible for return:

  1. Perishable goods
  2. Personal care items (e.g., cosmetics, undergarments)
  3. Digital products or downloadable items
  4. Items marked as “non-returnable” by the vendor

4. Return Process

To initiate a return:

  1. Log into your Earthenstore account
  2. Go to your orders section
  3. Select the item and request a return
  4. Provide reason and supporting evidence (photos if applicable)

The vendor will review your request and respond within a reasonable timeframe.

5. Refunds

Once a return is approved:

  1. Refunds will be processed to the original payment method
  2. Processing time may take 5–10 business days depending on the payment provider

Partial refunds may be issued if:

  1. The item is not in its original condition
  2. Parts are missing not due to vendor error

6. Shipping Costs

  1. If the return is due to vendor error (wrong/damaged item), the vendor bears the return shipping cost
  2. If the return is due to customer preference, the customer may bear the shipping cost

7. Vendor Responsibility

Vendors on Earthenstore are responsible for:

  1. Clearly stating their return conditions
  2. Handling returns and refunds promptly
  3. Ensuring compliance with this policy

Earthenstore reserves the right to intervene in disputes and make final decisions where necessary.

8. Order Cancellation

Orders may be canceled:

  1. Before shipment (full refund)
  2. After shipment, cancellation will be treated as a return

9. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account
  2. Contact your payment provider
  3. If the issue persists, contact us

10. Changes to This Policy

Earthenstore may update this policy at any time. Changes will be posted with the updated date.

11. Contact Us

For return and refund inquiries:

Earthenstore Support

Email: support@earthenstore.co.tz

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