Last updated: 8 October 2026
This Policy applies to purchases made through Ujenzi Direct in Tanzania. Ujenzi Direct is a multi-vendor marketplace. The vendor listed on the order supplies the goods; Ujenzi Direct provides the marketplace and payment and dispute process.
This Policy does not limit any customer right that cannot legally be excluded. If this Policy gives you less protection than applicable law, the law applies.
You may submit a request through your Ujenzi Direct account or contact info@ujenzidirect.com with your order number. You may request help if:
Tell us promptly when you discover a problem. For damage, shortage, or an incorrect delivery, contact us as soon as reasonably possible and, where practicable, within 48 hours of delivery. That early report helps us preserve delivery evidence and resolve the case. It does not remove any right you may have under applicable law if you could not reasonably discover or report the problem within that period.
Where possible, inspect the delivery before signing or accepting it. Check the item, quantity, product grade or specification, and visible condition against your order. Note any shortage or visible damage on the delivery record and take clear photographs.
If you discover a hidden defect or mismatch after delivery, stop using or altering the affected goods where reasonably possible and contact us. Keep the goods, packaging, labels, batch or grade markings, and delivery documents until the claim is resolved. Do not discard, install, cut, mix, or otherwise alter disputed goods unless needed to prevent injury or further damage.
A delivery signature or inspection does not waive rights that applicable law gives you.
Please check product descriptions and order details carefully before payment, including the material, grade, dimensions, finish, quantity, unit of measure, delivery location, and any agreed substitute.
Goods cut, mixed, fabricated, tinted, or otherwise made to your measurements or specifications may not qualify for a change-of-mind return where applicable law excludes made-to-order or personalised goods. Natural variation or ordinary tolerances disclosed in the listing or agreed specification are not, by themselves, proof that goods are defective.
A made-to-order label does not exclude a claim that goods are damaged, unsafe, materially different from the agreed specification, or otherwise covered by a non-excludable legal right.
You may cancel before the vendor dispatches the order. If dispatch has already occurred, contact us immediately. We will explain whether cancellation is still possible and any lawful direct return or transport cost.
For eligible electronic transactions, Tanzanian law may allow cancellation within seven days after receiving the goods or concluding the agreement where you have received no material benefit from the transaction. The law lists exceptions, including goods made to the customer’s specifications, clearly personalised goods, goods that by their nature cannot be returned, and certain other categories. Whether an exception applies depends on the goods and transaction; construction materials are not automatically excluded just because they are bulky or sold by quantity.
Where the law permits a change-of-mind return, the customer may be responsible for the direct cost of returning the goods. We will not charge a handling fee for a return made under the statutory cancellation right.
For a voluntary return outside a legal cancellation right, the goods must be unused, uninstalled, uncut, unaltered, complete, and in resalable condition, with original packaging where reasonably available. The vendor may decline a voluntary change-of-mind return for opened, used, installed, cut, mixed, personalised, made-to-order, perishable, or otherwise non-returnable goods, subject to applicable law and the customer’s rights concerning defective or non-conforming goods.
Ujenzi Direct may ask for the order number, a description of the problem, photographs or video, delivery records, packaging, batch or grade details, or other information reasonably needed to assess the request. We will consider the information from both the customer and vendor, the listing and order terms, delivery evidence, and applicable law.
Depending on the issue and what the law requires, a resolution may include:
We will not require a customer to accept wallet credit or a replacement instead of a refund where applicable law requires a monetary refund or gives the customer another remedy.
We may decline a claim where the evidence shows that the goods match the order and disclosed specification, the issue resulted from misuse or alteration after delivery, or the request is outside a voluntary return period and no legal right applies. We will explain the decision. Suspected fraud or abuse may lead us to request additional evidence or restrict an account, but will not remove a customer’s non-excludable legal rights.
Do not send goods back before receiving return instructions. We will tell you where and how to return them and who is responsible for the direct return cost.
For an eligible change-of-mind cancellation under Tanzanian law, the customer is responsible for the direct cost of returning the goods, as the law provides. Where the return is due to the vendor supplying damaged, incorrect, missing, defective, unsafe, or materially non-conforming goods, the vendor is responsible for reasonable return or collection costs, subject to applicable law and the resolution agreed or required.
For bulky goods, collection or inspection may be arranged instead of requiring the customer to transport the goods. Do not dispose of or abandon goods while a return or collection is being arranged.
For eligible prepaid orders, Ujenzi Direct holds the customer’s payment pending order fulfilment and the applicable order confirmation process. A customer who reports a delivery or product dispute before vendor settlement may ask Ujenzi Direct to pause the disputed amount while it reviews the case.
Ujenzi Direct may hold, delay, reduce, or reverse a vendor payout to the extent permitted by the vendor agreement, payment rules, and applicable law while investigating a genuine claim, refund, chargeback, or suspected fraud. Any undisputed part of an order may be handled separately where practical.
A payout already made to a vendor does not end a customer’s rights. The vendor remains responsible for a valid refund or other remedy, and Ujenzi Direct may pursue the vendor under the vendor agreement or applicable law. Customers should submit disputes through Ujenzi Direct rather than arranging an off-platform payment or refund.
Where a refund is due, Ujenzi Direct will make it within the time required by law. For statutory cancellation refunds under the Electronic Transactions Act, that period is up to 30 days after cancellation. For other approved refunds, we will initiate the refund as promptly as reasonably possible and explain if the payment provider’s processing time affects when it appears.
Where available and lawful, a refund will be returned to the original payment method. If that method is unavailable, we will contact you to arrange another lawful method.
Wallet balances are for purchases through Ujenzi Direct and are not withdrawable as cash unless applicable law requires otherwise. Promotional credits, goodwill credits, and other non-cash credits are not cash and cannot be withdrawn or transferred.
If you choose wallet credit for a voluntary refund, that choice must be made freely and after we explain that wallet balances are not ordinarily cash-withdrawable. We will not use wallet-only credit to avoid a refund required by law. If you paid for an order using wallet funds, any refund will be handled in a way that complies with applicable law; a wallet restriction cannot be used to defeat a customer’s legal refund entitlement.
If a vendor cannot supply an item after accepting the order, Ujenzi Direct or the vendor will notify you and arrange a refund for the unavailable item. If only part of an order can be fulfilled, you may accept the available part or request cancellation of the unfulfilled part, subject to applicable law.
If an order is not delivered within the agreed time, contact us with your order number. We will check the order and delivery status. Where the vendor fails to fulfil the order and you are entitled to cancel, we will process the applicable refund.
Email info@ujenzidirect.com with the subject “Refund or Order Dispute” and include your order number, phone number, and a short description of the issue. You may also contact Ujenzi Direct at +255 673 111 372.
We will acknowledge your request within two business days where practicable. We may need more time to investigate bulky deliveries, disputed quantities, or technical product issues. We will keep you informed and explain our decision.
This Policy supplements your rights under Tanzanian law, including applicable rights under the Electronic Transactions Act and Fair Competition Act. Nothing in this Policy excludes or limits a legal right or remedy that cannot lawfully be excluded or limited.
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