Refunds and Returns

The full Vwaza refunds and returns policy in one page. Plain English. No surprises.

The headline rules

If you remember nothing else

You have 10 business days from delivery to request a return.
If the seller is at fault, you get a full refund (item + shipping).
If you simply changed your mind, you get the item value back; you cover return shipping; the original shipping fee is not refunded.
Cancel anytime before the order is marked Shipped, no questions asked.
Your money is held by Vwaza in escrow, not by the seller, for 14 days after Shipped, so you are protected.

Return window

You have 10 business days from the date of delivery to request a return. After this window has closed, returns are no longer accepted through Vwaza. You can still contact the seller directly to discuss, but Vwaza Support will not be able to mediate.

Eligibility for return

To be eligible, the item must be

In its original condition.
Unused and unworn.
With all original tags and packaging intact.
Returned to the seller within the agreed timeframe (Vwaza Support will give you a deadline when your return is approved).

Two refund types

Seller-fault refund (full)

You get the full refund: item value AND original shipping fee. The seller covers return shipping if the item needs to be returned. This applies when:

Seller-fault situations

The item never arrived.
The item was lost in transit (after a reasonable wait time).
The item is significantly different from the listing description.
The item arrived damaged.
The seller cancelled the order before shipping.

Buyer-choice return (item-only)

You get the item value back. The original shipping fee is NOT refunded, and you pay return shipping yourself. This applies when:

Buyer-choice situations

You changed your mind.
The item does not fit (please check the size guide before ordering).
You no longer want the item.

The reason you give matters

Vwaza Support classifies the refund based on the reason you give and any evidence you attach. Be honest. False seller-fault claims can lead to your buyer account being limited.

How to request a return

Open the order

Click Request return

You must be within the 10-business-day window from delivery. Pick a reason that matches your situation.

Add details and photos

For seller-fault refunds especially, attach photos that show the issue (damage, wrong item, etc.).

Submit and wait

Vwaza Support reviews and decides within 2-3 business days. You will get an email with the outcome and next steps.

Ship the item back if asked

For physical returns, you will get an address and a deadline. For seller-fault returns, the seller covers return shipping; for buyer-choice returns, you pay it.

Receive your refund

Once approved (and the item is back with the seller if applicable), the refund is sent to your original payment method. Mobile money is usually instant; cards take 5-10 business days.

Cancellations

You can cancel an order at any time before it has been marked Shipped. The cancel button is on the order page. Cancellation is automatic, the full amount (items + shipping) is refunded, and the seller's stock is returned. Once an order is Shipped, you can no longer cancel: at that point, you must use the return process if there is a problem.

Disputes

If you and the seller cannot agree on a return outcome, escalate to Vwaza Support from the order page. We will review the order, the messages between you and the seller, the tracking information, and any photos you both provide. We will decide based on the Buyer-Protection policy on this page. Our decisions are made in good faith and aim to be fair to both sides.

Escrow protection

This is the most important thing to understand: your money is not held by the seller. It is held by Vwaza in escrow until 14 days after the order is marked Shipped. This means that within that window, Vwaza can refund you directly without needing to claw money back from the seller. See Buyer protection for more.