Eligibility for Returns & Exchanges

Returns & Exchanges within 24 Hours of Delivery

Customers may request a return or exchange within 24 hours of delivery only if the item meets one of the following conditions:

• Damaged or Defective Item: The product arrived damaged, broken, or defective.
• Incorrect Item Received: The product delivered is different from what was ordered.
• Missing Items: Part of the order is missing.

Conditions for Approval:

• The item must be unused, in its original packaging, and with all tags and accessories.
• Customers must provide clear photo or video evidence of the issue.
• Requests must be made via email or WhatsApp within 24 hours of delivery.

Items NOT Eligible for Return or Exchange:

• Items that have been used, damaged by the customer, or tampered with.
• Products marked as “Final Sale” or “Non-Returnable”.
• Perishable goods, personal hygiene products, and software licenses.
• Orders placed by mistake or due to a change of mind.

2. Warranty & Returns for Products with Warranty

Some products come with a manufacturer’s warranty. The warranty period and coverage vary by brand and product type.

Warranty Claims Process:

• Warranty claims are handled directly by the manufacturer or an authorized service center.
• Customers must present the original receipt and warranty card for claims.
• The warranty does NOT cover damages caused by misuse, negligence, or unauthorized repairs.

If a Warranty Product Arrives Defective

• Customers must notify www.shoponline.co.tz within 24 hours of delivery.
• If approved, we will facilitate an exchange or repair through the manufacturer.

3. Return & Exchange Process

Step 1: Submit a Request

• Contact our customer support via Email - support@shoponline.co.tz / WhatsApp: +255757110212 within 24 hours of delivery.
• Provide your order number, product details, and photo/video proof of the issue.

Step 2: Review & Approval

• Our team will assess the request and respond within 1–3 business days.
• If approved, customers will receive instructions for returning the item.

Step 3: Return & Inspection

• Items must be returned to our designated location (details will be provided).
• Upon receiving the product, we will inspect it within 3 business days.
• If the return is approved, we will offer:
  • A replacement product OR
  • A store credit/refund (if applicable)

4. Important Terms & Conditions

• Shipping Costs:
  • The customer is responsible for return shipping costs, unless the item was defective or incorrect.
  • Shipping fees paid during the original order are non-refundable.

• Refunds
  • Approved refunds will be processed within 7–14 business days.
  • Refunds will be issued via the original payment method or store credit.

• Fraudulent Claims:
  • Any attempt to return used or altered items will result in a permanent account ban.