TanTap General Store – Refund & Return Policy
At TanTap, we are committed to providing the best shopping experience to our valued customers. We understand that there may be times when you wish to return a product or request a refund. This detailed policy outlines our clear and fair procedures for returns, exchanges, and refunds for Cash on Delivery orders.
1. General Return Conditions
To qualify for a return or exchange, your item must meet the following criteria:
- Products must be reported and returned within 48 hours of physical receipt.
- Items must be in their original condition, unused, undamaged, with all original tags, accessories, and packaging intact.
- A valid purchase receipt or proof of order must accompany all returns.
2. Non-Returnable Items
Items Exempt from Return
For hygiene, health, and safety reasons, the following goods cannot be returned or refunded:
- Opened or partially consumed food, beverage, or perishable items.
- Personal hygiene items such as opened underwear, cosmetics, or personal care devices.
- Clearance, discounted, or promotional items (unless delivered with an inherent defect).
- Customized or made-to-order products specifically tailored for the buyer.
3. Return Procedure: 3 Simple Steps
We make returns straightforward and hassle-free:
Contact Support
Notify our team via WhatsApp (+255620146106) or email with your order number and photos of the item.
Pickup Arranged
We will schedule our courier agent to collect the item directly from your specified address.
Inspection & Refund
Upon verification of condition, your replacement or refund is promptly processed.
4. Refund & Resolution Options
Upon an approved return, you may choose one of the following three resolutions:
- Product Exchange: Exchange the returned item for a replacement unit or another product of equal value from our catalog.
- Store Credit: Receive instant store credit vouchers valid for 30 days to use on future orders.
- Full Refund: Receive a direct monetary refund via mobile money (M-Pesa, TigoPesa, Airtel Money) or original cash method.
5. Refund Processing Time
Approved refunds are processed and released within 5 business days from the date the returned item is received at our fulfillment warehouse and verified.
6. Return Shipping Costs
- Defects & Store Errors: If the return is due to a manufactured defect, damaged parcel, or an erroneous shipment on our part, TanTap covers 100% of return shipping expenses.
- Customer Preference: For returns initiated due to personal change of mind, the customer is responsible for the courier pickup fee.
7. Defective or Damaged Products
If you receive an item that appears defective, malfunctioning, or damaged in transit, please notify our team within 48 hours of receipt. We will prioritize an immediate replacement or full refund, including delivery fees.
8. Order Cancellation Before Shipping
You may cancel any order before dispatch at zero penalty or cost. Once an order is with the delivery courier, the standard return procedure applies upon arrival.
9. Special Cases
- Bulky / Heavy Goods: Large electronics or furniture may require specialized transit inspections. Customer care will guide you through freight scheduling.
- Seasonal & Holiday Items: Peak festival items may carry tighter return windows clearly stated at checkout.
10. Policy Updates & Inquiries
TanTap reserves the right to revise this policy periodically. Any changes will be posted on this page and become effective immediately.