Madukani Buyer Guarantee
Get the item you ordered, or your money back.
It does not arrive
Once your order is on its way, tap "I have not received it" on your order if it does not reach you, before it counts as received. Our Delivery and payment page says when that is.
It is not what you ordered
Damaged, wrong, fake or not as described? Return it or report the problem from your order within 3 days of receiving it.
Your money comes back
Once a refund is agreed we send it within 3 working days. If the seller cannot pay it yet, the Madukani guarantee fund pays you up to TSh150,000 an order, and the rest once we recover it from the seller.
How it works
- Open your order in My orders and choose Get help.
- The seller answers within 2 days: a refund, proof of delivery, or a solution.
- Not solved? Ask Madukani to decide within 3 days of the answer. If the seller does not answer, Madukani decides.
- Madukani decides and sends any refund within 3 working days.
Good to know
- The guarantee covers what you paid through Madukani, online or as cash on delivery.
- Never pay a seller outside Madukani, and never give your delivery code before you have your order. Payments and codes given that way are not covered.
- Items that cannot be returned, such as downloads, are still covered when they do not arrive or are not as described.
- Madukani may ask for photos or other proof before deciding.
