Refund & Returns Policy

Effective date: 1 January 2025 | Last updated: 1 May 2025

Every order placed through Uzajarr is covered by our Buyer Protection Guarantee. If your order doesn't arrive, arrives damaged, or is materially different from what was listed, you are entitled to a refund. This policy sets out exactly how that works.

1. The Buyer Protection Guarantee

When you pay through Uzajarr's checkout, your payment is secured by SafePay: not released to the seller until you confirm your order arrived correctly. This means:

If your item is not delivered, you get a full refund, no arguments, no delays.
If your item arrives damaged or significantly not as described, you get a full refund after a brief review of your evidence.
If a seller fails to dispatch within their committed timeframe, you can cancel for a full refund without returning anything.

Buyer Protection only applies to orders paid through Uzajarr's checkout. Any payment made outside the Platform (direct bank transfer, cash, third-party apps) is not covered. Never pay a seller outside Uzajarr.

2. Eligible Reasons for Return

Item not received: marked as delivered but you did not receive it
Significantly not as described (SNAD): wrong colour, wrong model, wrong size, missing key features stated in the listing
Counterfeit or inauthentic: item is a fake or unauthorised replica
Damaged in transit: arrived broken, cracked, or damaged due to packaging or carrier mishandling
Wrong item delivered: a completely different product from what was ordered
Incomplete order: items or accessories stated in the listing were missing
Defective on arrival: item does not function as described and the defect is not due to buyer misuse

3. Return Windows by Category

You must raise a dispute within the following number of days from your confirmed delivery date:

Phones & Gadgets: 7 days
Laptops & Computers: 7 days
Electronics & Appliances: 7 days
Fashion & Clothing: 5 days
Footwear: 5 days
Health & Beauty (unopened and sealed only): 3 days
Home & Kitchen: 7 days
Books & Stationery: 5 days
Automotive Parts: 3 days
Baby & Kids: 7 days
Sporting Goods: 7 days
Property Listings: Not applicable (see Seller's specific listing terms)
Hotel Bookings: Subject to the hotel's individual cancellation policy displayed at booking
Digital Products: 24 hours from delivery (only for non-delivery or delivery failure)
All other categories: 5 days

4. How to Request a Return

Open the Uzajarr app and go to My Orders.
Select the relevant order and tap Request Return / Refund.
Select your reason and describe the issue clearly.
Upload photos or a short video clearly showing the problem (required for all claims except non-delivery).
Submit. You'll receive a confirmation with a reference number immediately.
The seller is notified and given 24 hours to accept or dispute the return.
If the seller accepts, or does not respond within 24 hours, we proceed in your favour.
Our Resolution Centre issues a final decision within 48 hours of receiving all evidence from both parties.

5. Return Shipping

For returns due to seller error (wrong item, SNAD, counterfeit, transit damage): the seller covers return shipping. A prepaid return arrangement or courier credit will be provided.
For change-of-mind returns (where permitted by the seller's stated policy): the buyer covers return shipping.
Items must be returned in their original condition, with all original accessories and packaging where applicable.
For approved seller-fault returns, Uzajarr will coordinate a return collection through Shiip at no cost to the buyer.

6. Refund Methods & Timelines

Uzajarr Wallet: Instant on approval. Use for your next purchase or withdraw to your bank account.
Original card: 3–5 business days (processing time set by your card issuer).
Bank transfer: 2–3 business days to your registered bank account.

You will receive a refund confirmation notification as soon as the refund is initiated.

7. Non-Returnable Items

The following are not eligible for return or refund unless they arrive damaged, defective, or significantly not as described:

Perishable goods, food, fresh produce, flowers
Digital products once successfully delivered (activation codes, download links)
Data, airtime, and subscription top-ups once processed
Services fully rendered
Items marked "Final Sale" or "Non-Returnable" at point of purchase
Customised, personalised, or made-to-order items
Underwear and intimate apparel (for hygiene reasons)
Event tickets once the event has passed
Agricultural produce and building materials

8. Partial Refunds

Where only part of an order is affected, or where an item has a minor defect not disclosed but not rendering it non-functional, our Resolution Centre may determine that a partial refund is appropriate. We will communicate the proposed amount and reasoning, and you may accept or escalate.

9. Escalation

If you are not satisfied with the Resolution Centre's initial decision, you may escalate within 5 business days by replying to your dispute email with the subject line "ESCALATION: [Reference Number]". Escalated cases are reviewed by a senior agent within 72 hours. Uzajarr's final decision on escalations does not affect your statutory consumer rights under the FCCPC Act 2018.

10. Seller-Offered Returns

Some sellers on Uzajarr operate their own extended return policies, for example, 14-day returns or free exchanges. Where a seller's policy is more generous than this Policy, the seller's policy applies. Where a seller's policy is more restrictive, this Policy and the Buyer Protection Guarantee take precedence.