Thinking of cancelling your order while it is still on the road to you? wait until you receive the package in hand before making a return request. Shipping can be very complexed and complicated.
Clients that refuse to take their products from our courier partners or pick up points will not be eligible for a product return or refund and in a situation where their products go missing as a result of such behaviors Duka Africa, It's employees, partners and contracting agents will not be held responsible for the lose of the product.
If products are returned to our warehouses for reasons as mentioned below, note that no refund will be issued in this situation.
List of customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept product/pay tax fee/ complete customs clearance
* Didn't collect package by the given deadline
Return address & refunds
: You will need to send your returning products to our warehouse that dispatched your product. Please always submit a "Return/ Exchange
" Ticket to customer service first to obtain the return address. Please DON'T return your package to any address indicated on the shipping label of the package received, we will not be held responsible for products that are returned to the wrong address.
Refunds: The refund will be issued to your Duka Africa wallet or your Hcoin wallet. You can either use Credits to pay for new order or withdraw it to the original account/ card you paid earlier. The original shipping fee and insurance are non-refundable.
You are eligible to return a product only once you have confirmed it reception. When submitting your return query make sure to submit clear product pictures taken from all angles, kindly contact our customer service for further assistance. We will not be liable for any aftersales issues that have been mishandled without any prior approval from our customer service, Kindly note that all angle video, photo of the product are required before any claim can be proceed.
Trackable Packages Inquiry Period
Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn't receive, please contact our customer service within the required period.
Shipping query period:
* Expedited Express: 30 days from the date the product was shipped
* Expedited Postal/Priority Line/Economy Air: 60 days from the date the product was shipped
* Postal service - tracking: 90 days from the date the product was shipped
* Overnight Courier - 7 days from the date the product was shipped