Returns &
Refunds
Your purchases are protected by Amana's escrow system. If something isn't right with your order, here's how returns and refunds work.
72-Hour Inspection Period
You have 72 hoursfrom confirmed delivery to inspect your order. During this window, your payment remains safely in escrow. If the product doesn't match the listing, is defective, or was damaged in transit — you can open a dispute and request a return or refund.
Return Process
Report the Issue
Within 72 hours of delivery, go to your order in the dashboard and select 'Report Issue' or 'Open Dispute.' Describe the problem and upload photo/video evidence.
Resolution Offered
The seller is notified and may offer a resolution (refund, replacement, or partial refund). If you accept, the matter is resolved. If not, Amana mediates.
Return Authorized
If a return is required, Amana issues a Return Authorization. The seller provides a return shipping address and, in some cases, a prepaid shipping label.
Ship the Return
Package the item securely in its original condition with all accessories and documentation. Provide the return tracking number through the Platform.
Refund Processed
Once the seller confirms receipt of the return (or tracking shows delivery), your refund is processed from escrow. Refunds are issued to your original payment method.
Return Conditions
For a return to be accepted, the following conditions must be met:
- ✓Item must be in its original condition — unused, unworn, and undamaged
- ✓All original packaging, tags, labels, and accessories must be included
- ✓Return must be initiated within the 72-hour inspection window
- ✓Item must be securely packaged for the return shipment
- ✓Return tracking number must be provided through the Platform
- ✓Buyer must not have caused the damage or defect being reported
Refund Timelines
Refunds are processed once the return is confirmed (or the dispute is resolved in your favor). The time to receive your refund depends on your payment method:
| Payment Method | Refund Timeline |
|---|---|
| M-Pesa / Mobile Money | Instant – 24 hours |
| Bank Transfer | 2–5 business days |
| Credit/Debit Card | 5–10 business days |
| Flutterwave Balance | Instant – 24 hours |
| Paystack | 3–5 business days |
Non-Returnable Items
The following items generally cannot be returned:
- ✕Perishable goods (food, flowers, fresh produce)
- ✕Custom or personalized items made specifically for you
- ✕Intimate apparel, swimwear, or undergarments (for hygiene reasons)
- ✕Digital products, downloads, or licenses once accessed
- ✕Items explicitly marked as 'Final Sale' or 'No Returns' in the listing
- ✕Hazardous materials or items with special handling requirements
- ✕Items returned after the 72-hour inspection window (unless an active dispute exists)
Exception: Even non-returnable items are eligible for refund if they arrive damaged, counterfeit, or significantly different from the listing description.
Cross-Border Returns
Cross-border returns can be more complex due to shipping costs and customs. Here's how we handle them:
- If the seller shipped the wrong item or a defective product, the seller bears all return shipping costs
- If the buyer simply changed their mind (where allowed), the buyer may be responsible for return shipping costs
- In many cases, a full refund without return may be offered for low-value items where return shipping costs would be excessive
- Customs duties paid on the original shipment may be recoverable — check with your local customs authority
- Our dispute resolution team takes cross-border complexity into account when determining resolutions