Return Policy
Last updated: August 16, 2026
OVERVIEW
We want you to be confident in every Fetchaa order. Because Fetchaa purchases and ships products across borders on your behalf, our return and refund policy is designed to be clear and fair. Please read it before placing an order.
If you have any questions, contact our support team at support@fetchaa.com or through your account, and quote your order's suite number so we can help you quickly.
CANCELLING AN ORDER
You can cancel your order for a full refund at any time before we have purchased the items on your behalf. You can request a cancellation:
- from your order details page, or
- by contacting support with your order number.
Once an order has been purchased and is in transit, it can no longer be cancelled, but it may still be returned under the conditions below.
RETURN WINDOW
You may request a return within 30 days of receiving your package at the collection point or delivery address. The 30-day window starts on the date your package is collected or delivered.
If an item arrives faulty, damaged, incorrect, or not as described, you have up to 30 days from receipt to notify us, and we will refund or replace it regardless of the conditions below.
ELIGIBILITY AND CONDITIONS
To be eligible for a return, items must be:
- unused and in their original condition,
- in the original packaging with all labels, tags, and accessories, and
- returned through the process described below.
The following items are not eligible for return unless they arrive faulty, damaged, or incorrect:
- perishable goods and food items,
- items that cannot be resold for health or hygiene reasons once opened (such as cosmetics, personal care, and intimate apparel),
- personalized or custom-made items,
- software, digital downloads, and gift cards after they have been accessed or redeemed, and
- items that have been used, installed, or altered.
HOW TO REQUEST A RETURN
- Contact support at support@fetchaa.com or through your account, and provide your order/suite number and the item(s) you wish to return.
- Tell us the reason for the return — changed your mind, damaged in transit, incorrect item, or faulty.
- We will confirm whether the item is eligible and give you instructions for the next steps.
For items purchased through our cross-border service, returns are processed at our Harare collection point or per the instructions we provide. Do not send items back to us without first receiving return instructions.
REFUNDS
- Cancellations before purchase: full refund to your original payment method.
- Damaged, lost, or incorrect items: we will issue a full refund or send a replacement, at your choice, once the claim is verified.
- Faulty items: we will refund the full purchase price or arrange a replacement.
- Change of mind: if the item is eligible for return, we will refund the purchase price once we receive and inspect the returned item. Return shipping and handling costs may be deducted from your refund, and any import duties or taxes already paid to authorities may not be recoverable.
Refunds are issued to your original payment method through our payment provider (Stripe). Once a return is approved and received, please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or card issuer.
LOST OR DELAYED PACKAGES
Every Fetchaa order is covered by loss and damage insurance as part of your landed cost. If your package is lost in transit or not delivered within a reasonable period after the estimated delivery date, contact us and we will investigate with our logistics partners. If a package is confirmed lost, we will refund the full amount you paid or send a replacement, at your choice.
EXCHANGES
If you would prefer an exchange over a refund, let us know when you request the return. We will arrange the exchange as a new order, and any price difference will be charged or refunded as applicable.
CHANGES TO THIS POLICY
We may update this Return Policy from time to time. When we do, we will revise the "Last updated" date at the top of this page. The policy in effect at the time you place your order will apply to that order.
CONTACT US
- Email: support@fetchaa.com
- Collection point: Fetchaa Collection Point, Harare, Zimbabwe