TAJMALL RETURN, REFUND & REPLACEMENT POLICY
TAJMall Return, Refund & Replacement Policy
We offer free, easy and fast returns within five (5) days of receiving your order. If you want to return your order for whatever reason, we are delighted to help! You can return your product for an exchange or a 100% refund to the same payment option you used when placing the order.
Kindly take note of our return conditions below:
What items are eligible for return?
– only items that are wrong (size, colour, specification), defective (manufacturer’s defect), or damaged (damage caused by us) are eligible for return
– such items must be intact – original packaging, seals and tags (for fashion items) must still be intact and not tampered with. If the item was delivered with an accessory or a freebie, make sure to include such items with the product you wish to return.
– such items must have no visible signs (dirt, marks, tear, etc) of wear or use
What items are not eligible for return?
– items for which you change your mind (without any reason for return)
– items purchased on discount sales (for example, Flash Sales, Treasure Hunts, etc.)
– personal care items (e.g. underwear, cosmetics, sanitary towels, diapers, wipes, etc.)
– items categorized as groceries (e.g. food items, etc.)
– downloadable software products
What items are eligible for replacement?
– items purchased with TAJ Finance (HYPERLINK with link to FAQ on TAJ Finance) are eligible for replacement only if they are wrong, defective or damaged. No return/replacement due to change of mind.
Can I request a return after five (5) days?
We will be unable to process your return request after five (5) days has passed. However, if your product is covered by a warranty (as stated on our website), we will provide you with details of an appropriate Service Center.
How do I return a product?
To return a product, simply contact us by filling out the Contact Us form or call us.
I have requested a return. What happens next?
Once you have registered your return request with us, we will arrange for the product to be picked up from you within three (3) working days.
My product has been collected from me. How long will it take to process my refund?
Once we receive your product, we will carry out a quality check to validate your returns claim and process a refund within seven (7) working days from the day we collected the product from you.
I missed all attempts to retrieve my product. What can I do?
We will cancel your return request and you will not be able to return that item or be eligible for a refund.
Do I have to pay any returns charges?
There are no charges for returning a product to TAJMall.
How can I track the status of my return request?
We will send you regular updates by email and SMS about the status of your return request. Be assured that we will process your return request within our promised timelines.
My return was rejected. What does this mean?
If we are unable to validate your reason for returning a product, we will arrange for the product to be redelivered to you without processing a refund. For example, if you returned a smartphone for not charging more than a certain percentage (e.g. 60%), we will test the product and if it charges more than 60%, we will redeliver the same product to you; however, if the phone does not charge up to 60% during the test, we will process a full refund.
I returned my TAJ-financed product for a replacement. What next?
Once we receive your product, we will carry out a quality check to validate your returns claim. If your claim is validated, we will arrange for a replacement product to be delivered to you within ten (10) working days from the day the original item was collected.
My replacement request was rejected. What does this mean?
If we are unable to validate your reason for returning a TAJ-financed product, we will arrange for the same product to be redelivered to you. For example, if you returned a smartphone for not charging more than a certain percentage (e.g. 60%), we will test the product and if it charges more than 60%, we will redeliver the product to you; however, if the phone does not charge up to 60% during the test, we will process a replacement and deliver it to you.
If my return request was rejected, how would I be informed?
We will call or send you an email to explain our reason for rejecting your return. Please note that we will make only 2 attempts to redeliver your product to you after which we will cancel the return process and send the item back to the seller.
POLICY ON CANCELLATION AND RETURN OF GROCERIES
We process customers’ groceries orders immediately we receive them. As we do not keep inventory but only partner with quality wholesale & retail vendors who ensure the accuracy of products in customers’ orders, we are unable to return any products that our customers purchase on TAJMall to our partner vendors. Thus, once an order for groceries has been paid for, TAJMall is unable to process a cancellation of the order, neither are we able to process a refund. This, however, does not affect your rights to a refund in the event that an incorrect or damaged item is delivered.
If we deliver a wrong or damaged item (damage that has been caused by us), TAJMall will replace the item at no additional cost to you. For us to replace such items, customers will need to notify the Delivery Associate of their observation at the point of delivery, who will in turn notify us. We will assess your claim and process a replacement of the item if your claim is valid within the next one (1) business day. We do not process refunds for groceries.
However, once you have taken delivery of your order and signed confirming this with the Delivery Associate, TAJMall will no longer be unable to accept any returns. For this reason, our customers should endeavour to carefully check and confirm the accuracy of their order with the Delivery Associate before acknowledging receipt by signing. TAJMall will not accept returns for items that have no material damage to them. Products that are materially intact but whose packaging may have scratches, peels, tears, dents, discolouration, rust, or any other aesthetic impairment that does not affect the taste, functionality or integrity of the actual product may not be accepted by TAJMall as a return.