Returns Policy | Matete Store

At Matete Online Store, your satisfaction is our priority. We understand that sometimes a product may not meet your expectations. This Returns Policy explains how you can return a product and receive a refund or replacement.

1

Return Eligibility

You may return a product within 7 days of delivery if it meets any of the following conditions:

• Defective Product: The product is faulty or not working as described.

• Damaged on Arrival: The product arrived physically damaged or broken.

• Wrong Product: You received a different product than what you ordered.

• Missing Items: Parts or accessories are missing from your order.

2

Conditions for Returns

To be eligible for a return, the product must meet these conditions:

• Product must be in its original packaging with all accessories included.

• All manuals, warranty cards, and accessories must be returned.

• Product must not show signs of physical damage or misuse beyond the reported defect.

• Proof of purchase (order number or receipt) must be provided.

3

Non-Returnable Items

The following items cannot be returned:

• Products returned after 7 days from delivery date.

• Products damaged due to misuse, accident, or negligence.

• Products with missing serial numbers or tampered labels.

• Software, e-gift cards, or digital products once activated.

4

How to Initiate a Return

Follow these steps to return a product:

Step 1: Contact Us — Call or email us within 7 days of delivery. Provide your order number and explain the reason for return.

Step 2: Return Approval — Our team will review your request and provide return authorization within 24-48 hours.

Step 3: Return the Product — Package the product securely with all accessories and send it to our address. We may arrange pickup in Dar es Salaam.

Step 4: Inspection — Once received, we will inspect the product within 2-3 business days to confirm eligibility.

5

Refunds

Once your return is approved, we will process your refund:

• Refunds are processed within 7-14 business days after return approval.

• Refund will be sent to your original payment method (Airtel Money, M-Pesa, or Mix).

• You will receive an SMS and email confirmation when the refund is processed.

• Delivery fees (if any) are non-refundable unless the return is due to our error.

6

Replacements

Instead of a refund, you may request a replacement product:

• Replacements are available for defective or damaged products only.

• Replacements are processed within 3-5 business days after return approval.

• If the same product is unavailable, we will offer a similar product or a full refund.

7

Return Shipping Costs

• If the return is due to our error (defective, damaged, or wrong product), we cover the return shipping costs.

• If the return is for change of mind, you are responsible for return shipping costs.

• We arrange free pickup for eligible returns within Dar es Salaam.

8

Contact Us for Returns

To initiate a return or if you have questions about our Returns Policy, please contact us:

Email: returns@matetestore.co.tz

Phone: +255 613 963 583

Working Hours: Monday — Saturday, 8:00 AM — 6:00 PM