Returns & Refunds

You have 7 days from the date of delivery to return eligible items for a refund or exchange.

1. Log in to your account and go to Orders
2. Select the order you want to return
3. Click "Return Item" next to the product you wish to return
4. Select the reason for return from the dropdown menu
5. Upload photos of the item if it's damaged or defective
6. Submit your return request and wait for approval
7. Ship the item once approved using the provided return label

Once we receive and inspect your returned item:

• Mobile Money (MTN/Airtel): Refund processed within 2-3 business days
• Credit/Debit Cards: Refund processed within 5-7 business days
• Bank Transfer: Refund processed within 5-7 business days
• Store Credit: Immediate credit to your Tembeya account

You will receive an email confirmation when your refund is processed.

We offer exchanges for the same product in different sizes or colors:

• Exchanges must be initiated within 7 days of delivery
• Item must be in original condition with packaging
• Exchange is subject to availability of the desired size/color
• If the desired item is unavailable, a refund will be processed instead

Partial refunds may be issued in the following situations:

• Returned item is damaged but still usable
• Only part of an order is returned
• Return is initiated after the 7-day window
• Original packaging is missing or damaged

If you haven't received your refund within the expected timeframe:

• Check your bank or mobile money account first
• Contact our support team with your order number
• Provide payment method details for verification
• We will investigate and resolve the issue promptly

Some vendors may have additional return policies. Please check the product page or contact the vendor directly for vendor-specific return rules.