Last updated: 8 October 2026
This Policy applies to orders placed through Ujenzi Direct in Tanzania. Ujenzi Direct is a multi-vendor marketplace. The vendor listed on an order supplies the goods, and Ujenzi Direct helps manage order changes, cancellations, and related payment or dispute requests.
This Policy does not limit any right that applicable law does not allow us to exclude. If the law gives you greater protection, the law applies.
Please review your order details before submitting it, including the products, quantities, specifications, delivery address, delivery charges, and total price. The checkout process should give you an opportunity to review your order, correct mistakes, or withdraw before placing it.
If you notice an input or quantity error after placing an order, contact us as soon as practicable at info@ujenzidirect.com with your order number and the correction or cancellation you are requesting.
Contact Ujenzi Direct at info@ujenzidirect.com with the subject “Order Cancellation” and include your order number, phone number, and the items you want to cancel. You may also call +255 673 111 372.
A cancellation request is not complete until Ujenzi Direct confirms that the order or affected items have been cancelled. We will check the order status and contact the vendor or delivery provider where needed. Do not assume an order has been cancelled just because you sent a request or message.
You may request cancellation at any time before the vendor has accepted or begun fulfilling the order. If the order has not been paid, cancellation normally closes the order without a payment refund.
If payment has been made, any refund will be handled under the Refund Policy and applicable law.
You may still request cancellation after vendor acceptance, but cancellation may depend on whether the vendor has started preparing, cutting, mixing, fabricating, tinting, reserving, or packing the goods.
For standard-stock goods that have not been dispatched or altered for your order, we will ask the vendor to stop fulfilment where practicable. For goods already made or altered to your specifications, a change-of-mind cancellation may not be available where applicable law allows that exclusion.
Once goods have been dispatched, a cancellation may no longer be practical. Contact us immediately; we will check whether delivery can be stopped or redirected. If goods have already been delivered, use the Return Policy to request a return or report a product issue.
These process limits do not remove a cancellation or other remedy available under applicable law.
You may ask to cancel part of an order. We will check whether the affected items can be separated without disrupting the remaining order. If only some items are cancelled, the remaining items, delivery charges, and any refund will be recalculated and explained to you.
Requests to change product type, grade, dimensions, quantity, delivery address, or delivery date are treated as order-change requests. The vendor must confirm the change, and any price or delivery-cost difference must be shown to you before the change takes effect. If the vendor cannot make the requested change, you may ask to cancel the affected items, subject to the order status and applicable law.
A vendor may request cancellation if goods are unavailable, the vendor cannot fulfil the order, or a material order detail cannot be confirmed. Ujenzi Direct may cancel an order if there is a payment failure, suspected fraud, a safety or legal concern, or a delivery issue that prevents fulfilment.
We will notify you of the reason and any available next steps. If an order or item is cancelled because it cannot be supplied, any payment for the unavailable goods will be refunded in accordance with applicable law and the Refund Policy. We will not substitute different goods without your agreement.
Tanzanian law may allow a consumer to cancel an eligible electronic transaction within seven days after receiving the goods or concluding the agreement where the consumer has received no material benefit from the transaction. The law lists exceptions, including goods made to the customer’s specifications, clearly personalised goods, and goods that by their nature cannot be returned. Whether an exception applies depends on the particular goods and transaction. A customer exercising an applicable statutory cancellation right may be responsible for the direct cost of returning the goods.
The law also addresses cancellation where required online-order information was not provided, unfulfilled orders, and goods that are unavailable. These rights apply according to the law and are not removed by this Policy.
For eligible prepaid orders, Ujenzi Direct holds payment pending fulfilment and the applicable order confirmation process. If you request cancellation before the vendor is paid, you may ask Ujenzi Direct to pause the disputed amount while the cancellation request is reviewed.
Ujenzi Direct may hold, delay, or adjust a vendor payout to the extent permitted by the vendor agreement, payment rules, and applicable law. A payout already made does not remove any customer right or remedy; Ujenzi Direct may pursue the vendor under the vendor agreement or applicable law.
Approved refunds, timing, and payment methods are explained in the Refund Policy. Wallet balances are for purchases through Ujenzi Direct and are not withdrawable as cash unless applicable law requires otherwise. We will not require wallet credit instead of a refund required by law.
Email info@ujenzidirect.com with the subject “Order Cancellation” and include your order number, phone number, and a short description of your request. You may also call +255 673 111 372.
Nothing in this Policy excludes or limits a legal right or remedy that cannot lawfully be excluded or limited.
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