Refund Policy

Refund Policy for Sasa Mall by Mayson Africa Limited

Effective Date: 06 March 2025

At Sasa Mall, we are committed to providing a satisfying shopping experience. If you're not completely satisfied with your purchase, this Refund Policy outlines the steps and conditions for obtaining a refund or return for eligible items.


1. General Refund Policy

We offer refunds or exchanges for eligible products purchased through Sasa Mall according to the guidelines outlined below. To be eligible for a refund or return, the following conditions must be met:

  • The product must be returned in original condition with all packaging and tags intact.
  • The product must be unused and undamaged by the Buyer.
  • The refund or return request must be submitted within the designated timeframe after receiving the product.

Refunds are only available for products purchased directly from Sasa Mall through the Platform. Products purchased from third-party sellers on the Platform may be subject to their individual refund policies.


2. Eligibility for Refunds

To qualify for a refund, the following criteria must be met:

  • Product Damaged or Defective: If the product is damaged, defective, or not as described, you are entitled to a refund or exchange. We may request evidence such as photos or videos to verify the condition of the product.

  • Incorrect Product: If you received the wrong item, we will issue a refund or exchange once we confirm the error.

  • Change of Mind: In some cases, you may request a return or refund if you change your mind, provided the product is still unused and in its original condition. However, this may be subject to Seller-specific return policies.

  • Delayed Delivery: If your order is delayed beyond the estimated shipping time, you may be eligible for a refund if the delay is not due to circumstances beyond our control (e.g., shipping carrier delays).


3. Non-Refundable Items

Some items may not be eligible for refunds or exchanges, including:

  • Perishable goods, such as food items, which are not returnable.
  • Customized or personalized products.
  • Downloadable digital products or services.
  • Items marked as final sale at the time of purchase.

4. Refund Process

To request a refund or return, follow these steps:

  1. Contact Customer Support: Reach out to our customer support team via email at info@sasamalls.com or through the Platform's help section. Provide your order details and reason for the return or refund request.

  2. Return Authorization: After receiving your request, we will review it and issue a return authorization if your request qualifies. You may be asked to provide photos or videos of the item for verification purposes.

  3. Return the Product: Once your return is authorized, send the item back to the address provided by our support team. Ensure that the item is in original condition, including packaging, labels, and tags.

  4. Processing Your Refund: After we receive and inspect the returned product, your refund will be processed. Refunds will be issued to the original payment method used during the purchase. Please note that it may take up to 10 business days for the refund to reflect in your account, depending on your payment provider.


5. Refund Timelines

  • Damaged/Defective Products: Refunds for damaged or defective products will be processed within 7-10 business days from receiving the returned item.
  • Change of Mind: Refunds for items returned due to a change of mind will be processed within 14 business days after receiving the product, provided the product is in original condition.
  • Late or Missing Refunds: If you haven't received your refund within the expected timeframe, please check with your payment provider. If the issue persists, contact our customer support team for further assistance.

6. Shipping Costs and Fees

  • Return Shipping Costs: If the product is damaged, defective, or incorrect, we will cover the return shipping costs. If you are returning a product for other reasons (e.g., change of mind), you will be responsible for the return shipping costs.

  • Restocking Fees: Some items may be subject to a restocking fee at the discretion of the seller, especially for certain large or heavy products. Any applicable fees will be communicated at the time of the return request.


7. Refund for Seller Orders

If you have purchased from a third-party seller on Sasa Mall, the seller’s individual return and refund policy may apply. In this case, please contact the seller directly through the Platform. If you are unable to resolve the issue with the seller, please contact Sasa Mall support for assistance.


8. Fraudulent Returns

We monitor all returns to detect any fraudulent activity. If we determine that you have engaged in fraudulent activity (e.g., returning used or damaged goods intentionally), we reserve the right to suspend or terminate your account and take legal action if necessary.


9. Contact Information

If you have any questions regarding our Refund Policy or need assistance with a return or refund request, please contact our customer support team:

Mayson Africa Limited
Email: info@sasamalls.com
Phone: +255 759 098 999
Address: Kilimanjaro Commercial Complex, 3rd Floor, Tanzania