Returns & Refunds Policy
Last updated: 03/03/2025
- At Impala Shopping, we’re committed to making your shopping experience seamless and enjoyable. Our generous returns and refunds policy is designed to ensure your complete satisfaction, giving you peace of mind with every purchase. Whether you need to return a faulty item or exchange a fashion piece, we’ve got you covered with a straightforward process tailored to your needs.
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What items are non-returnable and non-exchangeable?
Certain products are exempt from returns or exchanges due to hygiene, customization, or their nature. These include beauty products, underwear, fragrances, art and collectibles, custom-made or personalized items, Impala Gift Cards, digital products (e.g., eBooks), and perishable goods (e.g., food and beverages). These are considered final sale, so please choose carefully when purchasing these items. -
How do I return an item?
To initiate a return, contact us within 1-2 days of delivery at [email protected] or +255 759 075 719. Pack the item securely in its original packaging, including all accessories, and ship it back to our Dar es Salaam office. Once we receive and inspect the item—typically within 3-5 business days—we’ll notify you via email or phone about your refund or exchange eligibility. Refunds are processed to your original payment method within 5-7 business days, while exchanges depend on stock availability. Note that items returned after 2 days, or those used, opened, or missing parts, won’t qualify. -
Who covers shipping costs?
Return shipping costs and risks are your responsibility. We recommend using a reliable courier with tracking, as we cannot guarantee the safety of return packages or cover losses/damage during transit. Original shipping and handling fees from your invoice are non-refundable. For exchanges or returns of faulty items in Dar es Salaam, we may arrange a free pick-up—contact us to confirm availability based on your case.
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How are refunds processed?
If your return qualifies, we’ll refund the item’s value (excluding shipping fees) to your original payment method—whether it’s mobile money, card, or bank transfer—within 5-7 business days of approval. For Cash on Delivery orders, refunds will be issued via bank transfer or mobile money, depending on your preference. You’ll receive a confirmation once the refund is processed, so you’re always in the loop.
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When Does This Policy Not Apply?
This policy does not apply to:- - Items returned after 2 days of delivery.
- - Items that have been used, opened, or are missing accessories.
- - Items not in their original condition or packaging.
- - Items listed under Non-Returnable & Non-Exchangeable Items.
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Need Assistance?
For payment queries or support, contact us at [email protected] or +255 759 075 719, Monday to Friday, 9:00 AM - 5:00 PM.
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About Impala Shopping
Address
Impala shopping
Mezzanine Floor, No 6 Zanaki Street,
Dar es salaam, Tanzania
Email: [email protected]
Phone: +255 759 075 719
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