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 your order supplies the goods, and Ujenzi Direct helps manage return requests and order disputes.
This Policy does not limit a customer right that applicable law does not allow us to exclude. If the law gives you greater protection, the law applies.
Contact Ujenzi Direct at info@ujenzidirect.com with the subject “Return Request” and include your order number, phone number, the item and quantity you want to return, and the reason. You may also call +255 673 111 372.
Please contact us before sending or transporting goods back. We will confirm whether the return is approved, where it should go, how it should be transported, and who is responsible for the direct return cost. Do not return goods to a vendor or warehouse without instructions.
We will acknowledge requests within two business days where practicable. A return request may require more time if the goods are bulky, the quantity or condition is disputed, or a technical inspection is needed.
Contact us as soon as reasonably possible after discovering damage, shortage, an incorrect item, a safety concern, or a material difference from the listing, agreed specification, grade, size, quantity, or sample. Where practicable, report visible delivery issues within 48 hours so we can check delivery records and preserve evidence. This is a prompt-reporting request, not a deadline that removes rights you may have under applicable law.
Where possible, inspect the delivery before signing or accepting it. Record visible damage or shortages on the delivery record and take clear photographs. A signature or inspection does not waive legal rights.
Keep the goods, packaging, labels, batch or grade markings, and delivery documents until we give you instructions. Where reasonably possible, do not install, cut, mix, use, or alter disputed goods before the issue is reviewed. You may take reasonable steps to prevent injury or further damage.
If the return is because the vendor supplied damaged, incorrect, missing, unsafe, defective, or materially non-conforming goods, the vendor is responsible for reasonable return or collection costs, subject to applicable law and the resolution of the claim. For bulky goods, we may arrange an inspection or collection rather than require you to transport them.
For eligible, standard-stock goods, Ujenzi Direct may accept a voluntary change-of-mind return if you request it within seven days after delivery and the goods are:
A voluntary return is subject to inspection and approval. The customer is responsible for the direct return cost for a change-of-mind return, unless applicable law requires otherwise. We will not charge a handling fee for a return made under a statutory cancellation right.
This voluntary return option does not apply to goods that have been used, installed, cut, mixed, personalised, made to order, or otherwise changed after delivery, except where a legal right applies or the vendor agrees to the return.
Check the product listing and order carefully before purchase, including 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 be ineligible for a change-of-mind return where applicable law excludes made-to-order or personalised goods. Materials sold in bulk are not automatically non-returnable merely because they are bulky or sold by quantity; eligibility depends on the goods, the order, and applicable law.
A made-to-order or bulk-goods label does not remove rights relating to goods that are damaged, unsafe, defective, or materially different from the agreed description or specification.
Natural variation or ordinary tolerances disclosed in the listing or agreed specification are not, by themselves, proof that goods are defective.
Tanzanian law may provide a right 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 transaction and goods.
Where a customer exercises an applicable statutory cancellation right, the customer may be responsible for the direct cost of returning the goods. We will not charge a handling fee for that return. Any refund will be handled under applicable law and the Ujenzi Direct Refund Policy.
After receiving returned goods, the vendor or Ujenzi Direct may inspect them to confirm the item, quantity, condition, and reason for return. We may ask for reasonable supporting information, such as photographs, delivery records, packaging, batch or grade details, or the order specification.
For a voluntary change-of-mind return, goods that do not meet the condition requirements in this Policy may be declined for return. We will explain the reason and, where practical, arrange for the goods to be returned to you at your cost.
For damaged, incorrect, missing, unsafe, defective, or non-conforming goods, the claim will be assessed on its evidence and applicable law. A return inspection will not remove a legal right or remedy.
Do not dispose of or abandon goods while a return, inspection, or collection is being arranged. Use the return instructions we provide and retain proof of handover or delivery.
For eligible change-of-mind returns, the customer pays the direct return cost, subject to applicable law. For returns caused by vendor error or non-conforming goods, the vendor is responsible for reasonable return or collection costs, subject to applicable law and the claim outcome.
If you report a return or product dispute before vendor settlement, you may ask Ujenzi Direct to pause the disputed amount while the claim is reviewed. Ujenzi Direct may hold or adjust a vendor payout to the extent permitted by the vendor agreement, payment rules, and applicable law.
A payout already made to a vendor does not end your legal rights. Submit return and order disputes through Ujenzi Direct so we can review the order, vendor response, delivery evidence, and applicable terms.
A return does not automatically guarantee a refund. Approved refunds, refund timing, and refund 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 remedy or monetary refund that applicable law requires.
Email info@ujenzidirect.com with the subject “Return Request” and include your order number, phone number, and a short description of the issue. 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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