Exchanges and Returns Policy – MS Smart Store (Tanzania)
Our exchange and return policy is designed to give our customers full confidence in every purchase made at MS Smart Store.
All our products include a warranty against manufacturing defects and are carefully checked before shipment.
We also accept exchanges for items that are different from what was ordered by the customer.
1. Defective or Incorrect Products
If you receive an item with a manufacturing defect or different from what you ordered, please follow these steps:
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Contact us within 7 business days from the date of delivery.
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Provide your order number, product details, and a short description or photo of the defect.
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Once we receive your request, our Quality Control Department will review the issue.
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After the inspection, we will inform you if the product qualifies for exchange or refund.
If more than 7 business days have passed but the item still shows a defect within the warranty period, you can still contact us. Our quality team will assess and approve exchanges where applicable.
Requests for exchanges due to manufacturing defects must be made within 90 days of receiving the product.
⚠️ After this period, exchanges or refunds cannot be processed.
2. Review and Resolution
Your claim will be reviewed within 7 working days.
If the issue is confirmed, you may choose one of the following options:
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Receive a refund of the amount paid.
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Receive a replacement of the same product.
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Receive a product of similar value.
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Receive a store credit (coupon) for future purchases.
3. Online Purchase Cancellation (Tanzania Consumer Law)
In accordance with the Tanzania Consumer Protection Act, 2019, online purchase cancellations must be requested within 7 days from the delivery date.
For credit card refunds, our finance department will process the reversal within 7 business days, and depending on your card provider, the refund may appear within up to 120 days, depending on your billing cycle.
If the refund is made via bank transfer, it will be issued within 10 business days after product inspection and will only be transferred to an account registered under the same customer name used during the purchase.
4. Important Notes
Products returned without prior notice, after the deadline, without the original packaging, tags, or invoice will be sent back to the customer.
If the exchange request is denied after quality inspection, the product will be returned using cash-on-delivery (COD) shipment, and the return shipping cost must be paid by the customer.
⚠️ MS Smart Store is not responsible for shipping costs related to returns, exchanges, chargebacks, or refunds. These costs are the customer’s responsibility.
Contact
For exchange or return requests, please contact our support team via:
📧 info@mssmartstore.com
📲 WhatsApp: +255 690 073 805
or visit our store at Masaki, Chole Road – Dar es Salaam.