Refund and Returns Policy

Refunds Policy
Effective Date: January 1st, 2025

At Utamaduni, we strive to ensure a fair and secure marketplace for both buyers and sellers. This Refunds Policy outlines the terms under which refunds are issued on our platform.

1. Eligibility for Refunds

Buyers may request a refund within 7 days of purchase, provided that the product:

Has not been tampered with or intentionally damaged.
Is defective, damaged during delivery, or significantly not as described.
Is not the item that was marketed or ordered.

2. Proof of Issue

To initiate a refund, buyers must provide appropriate evidence, which may include:

Clear photographs or videos of the product.
A description of the issue.
Proof of purchase (order number, receipt, etc.).

3. Return Shipping

If the product is defective, the seller bears the return shipping cost.
If the return is due to other valid reasons (e.g., wrong item shipped), the return cost responsibility will be assessed on a case-by-case basis.
Buyers must follow the seller’s return instructions and timelines.

4. Exceptions (Non-Refundable Items)

Refunds will not be issued for the following:

Downloadable digital products once accessed or downloaded.
Perishable goods (e.g., food, flowers) unless damaged on arrival.
Intimate or sanitary items (e.g., undergarments, personal care items) if packaging is opened.
Custom-made or personalized items unless they arrive damaged or incorrect.

5. Refund Process

In most cases, refund requests are handled directly between the buyer and the seller. However, Utamaduni may intervene to assist in dispute resolution if:

Communication between the buyer and seller fails.
Either party requests mediation.
The issue violates Utamaduni’s seller or buyer policies.

6. Dispute Resolution

All refund-related disputes will be reviewed by Utamaduni’s support team. We will consider evidence from both parties and make a final decision aimed at ensuring fairness and platform integrity.