Returns, Refunds & Exchanges Policy
Customer Care
Shop confidently at Neamapapa Mall. This page explains when and how you can return items, request an exchange or receive a refund for orders placed on our marketplace. Our aim is to protect both our customers and our partner storefronts while keeping the process simple and fair.
Please read this policy together with our FAQ and Shipping & Delivery pages. If you are ever unsure about your options, contact our Customer Care team via the Contact page before sending anything back.
Please read this policy together with our FAQ and Shipping & Delivery pages. If you are ever unsure about your options, contact our Customer Care team via the Contact page before sending anything back.
Because Neamapapa Mall hosts different African brands and makers, some details may vary slightly between storefronts. However, unless otherwise stated on the product page:
- Standard return window: You may request a return or exchange within 14 days from the date your order is delivered.
- Eligible items: Most clothing, footwear, bags, non-pierced jewellery, homeware, baskets and decor items are eligible for return or exchange if they meet the condition requirements below.
- Non-returnable items: We cannot accept returns for custom-made or personalised pieces, made-to-measure garments, gift cards, digital products, intimate apparel, or pierced earrings for hygiene reasons, unless they arrive damaged or defective.
- Sale and clearance items: Final sale items are not eligible for change-of-mind returns. Any exceptions will be clearly marked on the product page.
- Large art, furniture and special orders: Some bulky or fragile items may have stricter conditions or be non-returnable due to shipping and handling risks. Please check the product description or contact us before purchasing if you are unsure.
To qualify for a refund or exchange (unless the item arrived damaged or defective), returned items must meet all of the following conditions:
For fragile art, jewellery and furniture, please repack carefully with sufficient padding. If a returned item arrives damaged due to poor packaging or misuse, we may reduce or refuse the refund in line with the condition of the goods.
- Unused and unwashed: Items must not show signs of wear, washing, alteration or damage caused after delivery.
- Original condition: All tags, labels, protective covers and accessories originally included with the product must be returned.
- Original packaging: Wherever possible, use the original box, dust bag, wrapping or crate, especially for art, ceramics, glassware and furniture.
- Clean and odour-free: Items must be free from stains, perfumes, smoke or other odours.
For fragile art, jewellery and furniture, please repack carefully with sufficient padding. If a returned item arrives damaged due to poor packaging or misuse, we may reduce or refuse the refund in line with the condition of the goods.
Please contact us before sending any item back so we can guide you and confirm the correct return address for the relevant storefront.
- Prepare your details: Have your order number, the email or phone used at checkout, and the product names ready.
- Contact Customer Care: Submit a message via the Contact page, selecting “Returns & Exchanges” as your subject if available.
- Explain the reason: Tell us whether you want a refund, store credit or exchange (for example, a different size), and briefly describe the issue.
- Include photos for issues: If your item is damaged, defective or incorrect, attach clear photos of the product and packaging so we can assess the problem quickly.
- Wait for approval: Our team will confirm eligibility, provide return instructions and, where applicable, a return reference or label.
- Ship the item back: Send the package using a trackable method and keep your receipt or tracking number until the return is fully processed.
Once your returned item has been received and inspected by the relevant storefront, we will notify you by email of the outcome.
- Refund method: Approved refunds are usually issued to the original payment method. In some cases, we may offer store credit or a voucher if that is faster or if you prefer.
- Processing times: Please allow 5–10 business days from the date we confirm your refund for it to appear in your account. Bank and card provider processing times can vary and are outside our control.
- Partial refunds and adjustments: If an item shows signs of use, is missing parts, or was returned outside the return window, we may approve only a partial refund or deny the return, in line with the condition of the goods.
- Store credit and vouchers: Store credit can generally be used across eligible storefronts within Neamapapa Mall and is applied at checkout. Expiry dates and any restrictions will be clearly indicated when the credit is issued.
We work closely with our partners to pack every order securely, but damage or mistakes can occasionally happen in transit.
- Check your order on delivery: Inspect the outer packaging and contents as soon as possible after receiving your parcel.
- Report issues quickly: If an item arrives damaged, defective or not as described, contact us via the Contact page within 3 days of delivery where possible.
- Provide evidence: Share clear photos of the item, any visible defects, and the inner and outer packaging so we can investigate with the courier and storefront.
- Resolutions: Depending on the situation, we may arrange a replacement, repair, partial refund or full refund. We will confirm if the item needs to be returned or if you can safely dispose of it.
- Shipping insurance: Some shipments include insurance or additional protection. Please also review the Shipping & Delivery page for more information on what happens if a parcel is lost or severely damaged in transit.
Who pays for return shipping depends on the reason for the return. The table below summarises the general rules we follow across Neamapapa Mall. Specific storefront policies or promotional offers (for example, free exchanges on first orders) will always be clearly highlighted on the product or checkout page.
| Reason for return | Who pays return shipping | Notes |
|---|---|---|
| Change of mind, style preference or ordered the wrong item | Customer | Item must meet all standard condition requirements and be returned within the stated timeframe. |
| Wrong size or fit (correct item sent) | Customer, unless otherwise stated | We recommend checking size guides and product measurements before ordering. Some brands may offer free size exchanges. |
| Incorrect item sent or missing item in your order | Neamapapa Mall or the storefront | We will usually provide a prepaid label or reimburse reasonable return shipping costs once the issue is confirmed. |
| Item arrives damaged or defective | Neamapapa Mall or the storefront | Please report the damage promptly and keep packaging for inspection. Resolutions may include replacement, repair or refund. |
| Refused delivery without prior agreement | Customer | If a parcel is refused at the door without first contacting us, we may deduct both outbound and return shipping from any refund. |
| Unclaimed parcel returned to sender | Customer | If a parcel is returned because it was not collected from the courier or pickup point, we may deduct additional handling fees. |
| Mixed orders (some items damaged, others fine) | Shared, depending on items affected | We will clarify case-by-case which items qualify for covered returns and which follow standard change-of-mind rules. |