At Movemastershopping (hereinafter referred to as "we”, "us”, "our”, as may be applicable in the context), we always ensure you have a positive experience whenever you shop with us. However, we understand that you may sometimes want to return some products which you have purchased. To that effect, we, on behalf of our vendors, have set out our returns and refund policy with respect to the acceptance and refusal of the returns and refunds of purchased products.
The Vendors listed on our platform accept returns for most products within seven (7) days of their post-delivery provided you adhere to our policies stated herein (in our Returns and Refunds Policy). We do not accept returns, for any reason whatsoever, after the expiration of the aforementioned returns period. However, your legal rights against the seller are not affected.
Below are the reasons why you may wish to return products purchased from the vendors, within the aforementioned returns period:
| Reason for Return | Product Category Applicable |
|---|---|
| I changed my mind | All product categories except: Product categories that cannot be returned for health and hygiene reasons, as further stated in Section 3 below, include the following: detergent packs and tablets, drinks, stationeries, beverages, drugs, food supplements, underwears, beach & swim wears, makeup, body shop, facial skincare, hygiene, hand, feet, and nail care, fragrances, fabric deodorizer, haircare, health and relaxation, adult, and groceries. |
| Events | Tickets and Software |
| Products with broken seals or missing tags | All product categories |
| Size is correct but doesn't fit as expected | Clothing and shoes only |
| Product stopped working well after usage | All product categories except: Clothing; Sport & fitness; Consumables |
| Product received and/or delivered broken or defective | All product categories |
| Packaging was damaged | All product categories |
| Product received with missing parts or accessories | All product categories |
| Product received used or expired | All product categories except software |
| Product seems to be fake/unauthentic | All product categories |
| Wrong product/colour/size/model | All product categories |
The safety of our Customers is paramount to us. Hence, we do not accept returns of certain product categories as a result of health and hygiene reasons, or if the products may deteriorate or expire rapidly. You shall only be entitled to return and refund in respect of those products if you received the wrong product, a damaged or defective product, or a fake or unauthentic product.
We do not accept returns of customized products, products you have damaged after delivery, or used/worn products unless they became damaged or defective after reasonable use.
In the event you desire to return a product as a result of any of the aforementioned reasons, you must do so in the exact condition and/or state in which you received the said product from us, with its original packaging and all tags and labels attached. Always ensure that returned products are properly packaged to avoid damage, as they are your responsibility until they are safely delivered to us.
Where your return is accepted, we will refund you the purchase price of the product in accordance with the timelines on our returns page. If the product is incorrect, damaged, or defective, we will also refund your delivery fees.
When a product is returned, we will inspect the product in order to confirm the reason for your return. If your return request is denied, we will make attempts to deliver the product to you twice. After two (2) failed redelivery attempts, you will be required to collect the product yourself within sixty (60) days, otherwise, you will forfeit the product.
We do not facilitate direct exchange for products. If you receive a product and would prefer a different size, colour, or model, you will need to return the original product for a refund (in accordance with our returns policy) and then place a new order for your desired product.
For further information, please visit any of the following pages:
We are not ignorant of the fact that issues with an order can occur; hence, we want to ensure that you have a clear understanding of our refund policy. Our aim is to promptly and fairly resolve any issue that may arise; and also provide you with the best possible customer service.
By ordering from us, you agree to the terms of this refund policy which is applicable to all orders placed on and/or through us. Our refund policy overrides any other conflicting agreements.
Below is our refund policy for your perusal. In the event you have any question or concerns, do not hesitate to reach out to our Support Team.
In the rare event that a product is missing from your order, we are committed to promptly resolve such issue. To qualify for such a refund, you must lay a complaint of the missing product to our Support Team within three (3) hours of the delivery. Your complaint to our Support Team must contain the following information:
It is pertinent to note that:
We sincerely apologize in advance for any inconveniences this may cause you. In the rare event that you received a product that is different from what you ordered and you still wish your original order be delivered to you, please do not hesitate to reach out to our Support Team within three (3) hours of delivery of the wrong product. In laying a complaint to our Support Team, you are required to provide the following information:
It is pertinent to note that:
We cannot accept returns or issue refunds on products as a result of a customer’s personal preference with respect to taste, spice level or overall quality of items. This is based on the fact that taste is subjective, and we cannot guarantee that a product will meet individual expectations. However, if you are unsatisfied with the taste of a meal ordered, please report this to our Support Team within three (3) hours of the delivery, and we will immediately communicate your feedback to the vendor. Also, feedback can be given to the vendor while rating your order.
In the event that you receive a food or beverage that is spoilt, expired or clearly unfit for consumption, do not hesitate to complain to our Support Team within three (3) hours of delivery. You must provide a clear photograph evidencing your complaint.
Upon review and confirmation of your complaint by our Support Team, we will immediately coordinate with the Vendor to issue a refund or a replacement of the affected product (as the case may be).
Any product received as free additions, gifts or bonuses with an order are considered complementary and they are not eligible for a refund or replacement where they are missing or damaged. This is because these products are not part of the original purchased order and they do not have a monetary value.
We will only provide a refund and/or replacement for a customized product if the error was made by the vendor. This includes mistakes in the size, colour or specific details that you clearly requested while placing your order. On the other hand, we cannot grant a refund and/or replacement for customization errors made by the customer, such as providing incorrect information or selecting the wrong options in the process of placing an order.
Where you believe the vendor made a mistake with your customized order, do not hesitate to reach out to our Support Team within three (3) hours of the delivery. You are required to provide a clear photograph evidencing the difference between the product you ordered and the product you received.
You can only cancel an Order if the vendor has not yet accepted or started preparing your Order. Once a vendor has confirmed your order and begun the fulfillment process, it cannot be canceled. If you no longer want the product, you must wait until it is delivered and then follow our returns and refund policy.
Once you have placed your order, we cannot guarantee any modification, including changes to the products, quantities or address of delivery. If you need to modify your order after it has been placed, kindly reach out to our Support Team within ten (10) minutes of placing the order. We will attempt to modify your order. However, we cannot guarantee success as the Vendor may have already begun processing or preparing your order for the purpose of delivering it to you.
If your order cannot be modified, you will have to wait until it is delivered to you, and then follow our returns and refunds policy if you no longer wish to retain the product.
You reserve the right to refuse delivery of an order. However, if you refuse to accept a delivery for a reason that is not our fault (such as change of mind, being unavailable or provide an incorrect address) your order will not be eligible for a refund. If you refuse delivery of an order for any reason other than a wrong order being delivered, we will be unable to issue a refund. On the other hand, if you refuse an order because the product delivered to you is visibly damaged or incorrect, endeavour to inform the Rider immediately so that the product will be returned to the Vendor; you are also required to contact our Support Team within three (3) hours of the delivery for the purposes of making arrangement for a refund or a replacement of the product (as the case may be).
We are always committed to serve you better. Hence, we will always do our best in order to ensure that your order is delivered to you on time. However, if a delivery fails for reasons beyond our control, we cannot be held responsible. When the rider gets to your location, he will attempt to contact you and wait for up to ten (10) minutes. If he is unable to reach you in order to deliver your order (as a result of any of the following reasons: non- answering of your calls, provision of wrong number, your phone was switched off, your unavailability, refusal of delivery for no justifiable reason, etc) the rider will have to leave your location and you will not be eligible and/or entitled for a refund.
If you would like your order to be redelivered, you will be required to request a redelivery of your order. It is important to note that the redelivery period is only valid for 90 minutes of the first delivery attempt, and after this time, you will not be eligible for a refund or redelivery. For orders being re-delivered, please note that we will not take responsibility for any additional delivery fees and also the freshness of these orders when they get to you.
We cannot reschedule a delivery for any failed delivery after 7pm. If your delivery is unsuccessful after the aforementioned time (7pm), you will not be eligible for a refund.
For your convenience, our riders will deliver all orders directly to your doorsteps. Therefore, for a smooth delivery process, you are required to ensure that you are available to receive your order at the provided address and on time too. You are also required to ensure that our riders have access to your estate with their bike, otherwise, ensure that you make an arrangement for a pick-up from the estate gate within five (5) minutes if access is not granted to our rider.
For the safety of our riders, deliveries will only be made to the front door and/or reception of your building. Our Riders are not allowed to enter your home or apartment.
It is your responsibility to provide an accurate and complete address for your delivery. An incorrect address will lead to a failed delivery, and you will not be eligible for a refund. For further information, refer to our policy on failed delivery above.
For security reasons, we do not directly handle or store your payment information. All payments are processed through a secure third-party payment gateway. You will be promptly notified if there is a problem with your payment, your order will only be processed after a successful payment has been confirmed. Where your payment fails, your order will be automatically cancelled.
If you have been charged for an order that was not placed or there is an issue with the payment for your order, please reach out to our Support Team within three (3) hours so that such an issue can be promptly resolved and a refund will be made where necessary. However, in the case of a payment dispute such as a chargeback, your account may be temporarily suspended until the issue is resolved.
In the unlikely event that your order was delivered to you spilled or damaged, please endeavour to reach out to our Support Team within three (3) hours of such delivery. In laying a complaint to our Support Team, you will be required to provide:
Upon investigation and confirmation of your complaint, our Support Team will coordinate with the Vendor in order to issue a full or partial refund (as the case may be) for the affected product.
Your satisfaction is our utmost priority; therefore, we are very mindful of the quality of the product we deliver to you. However, in the unlikely event that you receive a food or beverage product that is spoilt, expired, or otherwise, unfit for consumption, kindly reach out to our Support Team within one (1) hour of the delivery. In laying a complaint to our Support Team, you will be required to provide:
Upon investigation and confirmation of your complaint, our Support Team will coordinate with the Vendor in order to make a fresh delivery or refund you in full for the affected product (as the case may be).
We always place reliance on the delivery address you provided and we also ensure that your order is delivered to you. Therefore, it is your responsibility to provide the correct and complete address to us before delivery is effected.
In the event you provide us with an incorrect or incomplete address, and the delivery fails as a result of that, you will not be eligible for a refund. However, we may be able to make an arrangement for a redelivery to the correct address, at an additional delivery fee.
In the event the correct location is one that we do not make deliveries to, we will not be able to deliver your order or issue a refund for your order, despite the fact that you are willing to pay an additional delivery fee. Consequently, we advise that you confirm your delivery address before placing your order.
Where the Vendor cancels your order for any reason, you will be promptly notified via email and also forward a push notification to you via the Customer App. In the circumstance, we will issue a full refund to your Movemastershopping wallet.
Where the product which was delivered to you through Relay has been damaged or compromised during the delivery process, kindly reach out to our Support Team within one (1) hour of the delivery. Also ensure that you attach a clear photograph and documentation showing the extent of the damage or compromise complained of.
Where a safety fee was paid for the package, we will conduct an investigation and upon confirmation of your complaint, you will be adequately compensated.
In order to ensure the security and effective delivery of your order, we make use of the Delivery Pin System. Therefore, you are only required to share your delivery pin with the rider whenever he arrives or after confirming the delivery. Please, ensure you do not share your delivery pin before the arrival of the rider as doing so will lead to issues with respect to the delivery of your order; and in such circumstance, you will not be eligible for a refund.
If the Rider requests for your delivery pin before his arrival, do not hesitate to lay a complaint to our Support Team for investigation and necessary actions.
