Refund policy

Our promise

If something goes wrong with your order, we put it right. You get a full refund, including any shipping you paid, when an item arrives damaged, faulty, wrong or incomplete, or doesn't arrive at all. If you simply change your mind, you can return unused items within 14 days of delivery.

This policy is in addition to your rights under Tanzanian consumer protection law, including the Fair Competition Act, 2003. Nothing here takes those rights away.

Cancelling an order

• Within 12 hours of ordering, before we buy from the factory: cancel for a full refund, including shipping. Message us on WhatsApp or email with your order number.
• After we've bought from the factory but before it ships from China: we'll ask the factory to cancel. If they accept, you get a full refund. If not, the order continues and you can return it under the change-of-mind rules below.
• Once it has shipped from China, the order can't be cancelled, but you can still return it after delivery.

Damaged, faulty, wrong or missing items

Tell us within 48 hours of delivery and send a photo or short video of the problem (and of the packaging, if it was damaged). Choose a replacement or a full refund, including the shipping you paid. You don't pay to return a faulty or wrong item: we collect it or pay the courier.

Faults that only appear with normal use are covered by our quality guarantee: 30 days for all items and 6 months for electronics. See the Quality guarantee page.

Late or lost orders

If your order hasn't arrived 30 days after the latest date in your delivery estimate, you can choose a full refund (including shipping) or wait while we find or re-ship it. If a parcel is confirmed lost, we refund you in full straight away.

Changed your mind?

You can return most items within 14 days of delivery if they are:

• unused and unwashed, with all tags attached;
• in their original packaging, with every accessory, manual and free gift;
• for electronics, reset to factory settings with your accounts removed.

We refund the price you paid for the item, including VAT. Shipping you paid for air cargo or express air isn't refunded on change-of-mind returns, and you pay to send the item back (free if you drop it at our Mikocheni collection point). Sea shipping is free, so there's nothing to deduct.

Items we can't take back unless faulty

• Opened beauty, cosmetics, fragrance and personal-care products.
• Underwear, swimwear and earrings, unless still sealed.
• Items made or altered to your order (custom sizes, printing, engraving).
• Items marked “final sale”.
• Items damaged by misuse, accidents or normal wear after delivery.

How to return an item

1. Contact us with your order number and the item you want to return. We'll reply with a return reference within one business day.

2. Pack the item securely and write the reference on the parcel.

3. Drop it at our collection point in Mikocheni B, Dar es Salaam, or book a courier pickup if you're in another town.

Please don't send items back without a return reference, as we may not be able to match them to your order.

How and when you're refunded

We inspect returned items within 3 business days of receiving them and email you the result. Approved refunds are sent within 5 business days, to the way you paid:

• M-Pesa, Tigo Pesa, Airtel Money or HaloPesa: to the same phone number. It usually arrives the same day we send it.
• Visa or Mastercard: to the same card. Banks take another 5–10 business days to show it.

We pay any transaction fees on refunds. If your mobile money number has changed, tell us and we'll verify your identity before sending it elsewhere.

Orders with a discount code

We refund what you actually paid. If you return part of an order that used a discount code, the discount is shared across the items in proportion to their prices. Discount codes themselves have no cash value.

If we can't deliver

If the courier can't reach you after three attempts, or you don't collect a parcel from a pickup point within 14 days, it comes back to us. We then refund the item price minus the delivery costs, or redeliver once you've confirmed your details.

Questions or complaints

Contact us on +255 754 000 123 (WhatsApp or call, every day, 8am to 8pm EAT) or hello@herufi.co.tz. If we can't resolve a complaint, you can contact the Fair Competition Commission (FCC), which handles consumer complaints in Tanzania.