When Can I Request a Refund?
You may request a refund if your order arrives damaged, is significantly different from its description, is incomplete, or if you qualify under Mzansi Marketplace's Returns and Refund Policy. Refund eligibility may vary depending on the product category and the reason for the request.
Submit a Refund Request
Open your order from the "My Orders" section of your account and select the appropriate refund or return option. Provide as much information as possible, including photographs where applicable, to help us review your request.
Request Review
Once submitted, your refund request is reviewed according to our marketplace policies. In some cases, additional information may be requested before a decision can be made.
Returning the Item
If the item needs to be returned before a refund can be processed, you will receive instructions explaining the next steps. Please do not return products until you have received confirmation and return instructions.
Refund Approval
If your refund request is approved, the refund will be processed using the original payment method wherever possible. The time it takes for the funds to appear depends on your payment provider or financial institution.
Refund Status
You can monitor the progress of your refund request from your account. Any important updates regarding your request will also be communicated through email and in-app notifications.
Communicating With the Seller
If additional information is required, you can communicate directly with the seller using Mzansi Marketplace's secure in-app messaging system. Keeping all communication on the platform helps ensure that conversations are available if assistance is required.
Need More Help?
If you believe your refund request has not been handled correctly or you need additional assistance, our support team is available to help review your case and provide further guidance.