Return Policy

You may return most items within 7 days of delivery. The return period begins from the date the item is marked as delivered in your order history.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

1. Go to your Orders page
2. Find the order containing the item you want to return
3. Click "Request Return" next to the item
4. Select a reason for the return (damaged, wrong item, defective, not as described, not needed, other)
5. Provide additional details and upload evidence photos if applicable
6. Submit your return request

You may request a return for the following reasons:

• Damaged: Item arrived damaged or broken
• Wrong Item: Received a different item than what was ordered
• Defective: Item is not working properly
• Not as Described: Item does not match the description or photos
• Not Needed: Changed your mind about the purchase
• Other: Any other valid reason (please provide details)

1. Submit your return request within 7 days of delivery
2. The Tembeya Product Compliance Team will review your request
3. If approved, you'll receive instructions for returning the item
4. Ship the item back using the provided return instructions
5. Once the Product Compliance Team receives and inspects the returned item, they will process your refund
6. Refunds are processed to your original payment method first, or to your Tembeya wallet if the original payment method is unavailable

Refunds are processed by the Tembeya Product Compliance Team after receiving and approving the returned item:

• Primary: Refunds are processed to your original payment method (e.g., mobile money, card)
• Secondary: If the original payment method is unavailable, refunds are credited to your Tembeya wallet balance
• You can use your wallet balance for future purchases or withdraw it
• Refund amount equals the item price and quantity
• Shipping costs are non-refundable unless the return is due to vendor error
• Refunds are typically processed within 3-5 business days after Product Compliance Team approval

The following items are not eligible for return:

• Items marked as "Final Sale" or "Non-Returnable"
• Personal care items (for hygiene reasons)
• Customized or personalized items
• Items returned after the 7-day return period
• Items without original packaging or tags
• Items that show signs of use or damage

• You are responsible for return shipping costs unless the return is due to vendor error
• Use a trackable shipping service to ensure the item reaches the vendor
• We recommend purchasing shipping insurance for valuable items
• If the return is due to vendor error (wrong item, damaged, defective), the vendor will provide a prepaid shipping label

Exchanges are handled on a case-by-case basis. If you need to exchange an item for a different size, color, or variant:

• Contact the vendor directly through the order page
• The vendor may offer an exchange depending on inventory availability
• If an exchange is not possible, you may return the item and place a new order