Returns and Refunds Policy

This policy explains what you can do when goods you bought on MarketPort are wrong, damaged, missing or not as described, and how refunds are paid. It applies to every order placed on MarketPort.

The short version

Check your goods when they arrive, before you confirm delivery or give your delivery code.
If something is wrong, do not confirm. Report it, and MarketPort decides between a refund and a replacement.
Hidden faults found later can still be reported within 7 days of delivery.
Refunds go back to the mobile money number that paid.

What you can return

Wrong goods: a different product, brand, size or colour from what you ordered.
Damaged goods: broken, leaking, wet, crushed or spoilt on arrival.
Missing goods: fewer items, bags or cartons than you paid for, or short weight.
Not as described: different from the photos, description or pack size on the product page.
Fake or expired goods: counterfeit items, or goods that are expired or too close to expiry to sell when delivered.
Faulty items: electronics, tools and other items that do not work when delivered or within the seller's stated warranty.

What you cannot return

Goods you simply changed your mind about, unless the seller agrees (see below).
Food, drinks and other perishables that have been opened, unless they were spoilt or expired on arrival.
Goods cut, mixed, printed or made to your order (fabric cut to length, custom printing, and similar), unless they do not match what was agreed.
Items damaged after delivery by misuse, poor storage or accidents.
Services (installation, repair) once the work has started. These follow the quotation, its warranty and the handover you signed.

When you must report

Before confirming delivery: open and count the goods when they arrive. If anything is wrong, do not confirm and do not give your delivery code. Report it straight away.
If you do not confirm: payment is released to the seller automatically 7 days after dispatch if no problem is reported, so report within that time.
Hidden faults found after confirming: for faults you could not see at delivery (inside a sealed carton, an item that stops working, expiry dates inside the pack), report within 7 days of delivery.

How to report a problem

Go to My orders, open the order and choose Report a problem, or go to Help › Report a problem.
Say what is wrong and add clear photos or a short video of the goods, the packaging and any labels.
Keep the goods and the packaging until the problem is settled. Do not use, sell or throw them away.

MarketPort replies within 2 working days and talks to both you and the seller.

How problems are settled

Depending on the case, MarketPort or the seller will:

send the missing goods, or replace the wrong or damaged goods; or
refund you in full, or refund part of the price for the items that are wrong.

If goods must come back, MarketPort tells you how and where to send them.

Who pays for transport back

The seller pays when the goods were wrong, damaged, missing, fake, expired, faulty or not as described.
You pay for returns the seller agrees to as a favour (a change of mind).

Change of mind

Sellers do not have to accept change-of-mind returns. If a seller agrees, the goods must be unused, unopened and in their original packaging, returned within 7 days of delivery. You pay the transport both ways and the seller may keep the delivery fee.

Refunds

Refunds are sent to the mobile money number that paid for the order.
For orders paid through MarketPort's payment protection: when the money is still held, MarketPort refunds you directly within 3 working days of the decision.
If the seller has already been paid, MarketPort requires the seller to refund or replace. Sellers who refuse can lose their badges or be suspended.
Shops where you pay the seller directly: the seller refunds you. They must follow this policy at a minimum. MarketPort helps settle the problem but cannot refund money it did not hold.
Mobile money network fees on the original payment may not be refundable.

For sellers

Describe products honestly, with real photos, the correct pack size and the expiry date where it matters.
Pack goods so they arrive safely, and send exactly what was ordered.
Answer every problem report within 2 working days.
Refund or replace when the goods were wrong, damaged, missing, fake, expired or faulty. You pay the transport back in these cases.

Questions

Use Help › Report a problem, or contact MarketPort support on the numbers at the bottom of this page.