Erinayo Markets Return Policy

Effective Date: August 28, 2026 Last Updated: August 28, 2026

1. Overview

Erinayo Markets is a multi-vendor marketplace where products are sold by independent third-party sellers using our Platform. This Return Policy explains how returns, refunds, and exchanges work for purchases made on Erinayo. markets.

Because each seller manages their own inventory and fulfillment, specific return terms may vary slightly by seller or product listing — always check the product page before purchasing. Where a seller’s stated terms conflict with this Policy, the terms more favorable to the buyer will apply, and in all cases, sellers must meet the minimum standards set out below.

2. Return Window

You may request a return within 7 days of delivery of your order. Requests submitted after this window will not be eligible for a return, refund, or exchange, except where required by applicable consumer protection law or where the item was defective, damaged, or materially different from its listing.

To request a return, go to Order History in your account, select the relevant order, and choose Request Return, or contact the seller directly through the Platform’s messaging system.

3. Eligibility for Return

To be eligible for a return, items must generally be:

•           Unused, unworn, and in the same condition you received them.

•           In their original packaging, with tags and accessories included, where applicable.

•           Accompanied by proof of purchase (order number or receipt from the Platform).

Returns for defective, damaged, or incorrect items (i.e., not matching the listing) are accepted regardless of packaging condition, provided the fault is reported within the 7-day window and supported by photos or other evidence where requested.

4. Non-Returnable Items

The following categories are not eligible for return, except where the item is defective, damaged in transit, or significantly not as described:

•           Perishable goods and groceries (Supermarket category)

•           Intimate apparel, hygiene, and personal care items (e.g., underwear, cosmetics that have been opened or used, beauty tools)

•           Digital goods, software licenses, and gift cards

•           Custom-made, personalized, or made-to-order items

•           Items marked “Final Sale” or “Non-Returnable” on the product listing

Sellers must clearly mark non-returnable items on the product page at the time of listing.

5. Return Shipping Costs

•           Change of mind or incorrect selection by the buyer: the buyer is responsible for return shipping costs.

•           Defective, damaged, or wrong item sent by the seller: the seller (or Erinayo, where centrally coordinated) covers return shipping costs, and no restocking fee applies.

•           Sellers may not charge a restocking fee for returns caused by their own error.

6. Refund Process

1.         Submit your return request within the 7-day window, including a reason and, where applicable, photos of the item or its defect.

2.         The seller has 3 business days to review and approve or reject the return request.

3.         Once approved, ship the item back (if a physical return is required) using the return instructions provided by the seller.

4.         Upon the seller confirming receipt and condition of the returned item, your refund will be issued to your original payment method or Erinayo wallet balance, typically within 5–10 business days, depending on your payment method and processor (EriPay, mobile money, or card network).

5.         If a return request is rejected, you may escalate the dispute to Erinayo Markets support for review (see Section 8).

Shipping fees paid at checkout are non-refundable unless the return is due to seller error (defective, damaged, or wrong item).

7. Exchanges

Where a seller offers exchanges (e.g., for size or color), you may request an exchange instead of a refund within the same 7-day window, subject to stock availability. If the desired replacement is unavailable, a refund will be processed instead.

8. Disputes Between Buyers and Sellers

If a seller does not respond to your return request within 3 business days, or you disagree with their decision, you may open a dispute through Order History → Report a Problem. Erinayo Markets will review the order details, communications, and any evidence provided by both parties, and may issue a refund, uphold the seller’s decision, or request additional information before deciding.

9. Order Cancellations

You may cancel an order free of charge before it has been shipped by the seller. Once an order has shipped, it can no longer be cancelled and must instead follow the return process above.

10. Track Your Return

You can track the status of a return request at any time via Order History or the Track Order page on your account.

11. Contact Us

For questions about this Return Policy or help with a specific return, contact:

Erinayo Markets, Obote Avenue, Lira City, Uganda. Phone: +256 702 430 400. Email: info@erinayo.markets

12. Changes to This Policy

We may update this Return Policy from time to time to reflect changes in our practices or legal requirements. Updates will be posted on this page with a revised “Last Updated” date. Orders placed before a policy change will generally be honored under the policy in effect at the time of purchase.