Return Policy

Return & Refund Policy

Winga

Last Updated: 6/14/2026

1. Introduction

This Return & Refund Policy explains the conditions under which Buyers may return Products purchased through the Winga mobile application and website ("Platform") and request a refund or exchange. This Policy operates alongside Winga's Terms and Conditions and is intended to comply with applicable Tanzanian consumer protection law, including the Sale of Goods Act (Cap. 214) and the Fair Competition Act, 2003.

As Winga is a multi-vendor marketplace, individual Sellers may set their own specific return windows and conditions for their Products, which will be displayed on the Product page. Where a Seller's stated policy provides less protection than this general Policy or applicable law, this Policy and Tanzanian law shall prevail.

2. Return Eligibility

You may be eligible to return a Product if:

  • The Product received is materially different from its description, images, or specifications shown on the Platform
  • The Product is defective, damaged, or faulty upon arrival
  • You received the wrong item, size, colour, or quantity
  • The Product is missing parts or accessories that were advertised as included
  • You simply changed your mind, provided the Product is unused, in its original packaging, and the return is requested within the applicable return window (see Section 3)

3. Return Window

Unless a longer period is stated on the specific Product page by the Seller, the standard return window is:

Reason for Return Return Window
Wrong, defective, damaged, or missing items 7 days from the date of delivery
Change of mind (unused items in original packaging)  3 days from the date of delivery
Digital products, airtime, data bundles, and gift cards Non-returnable once delivered/activated (see Section 4)

Return requests must be initiated through the Winga app within the applicable window. Requests made after the return window has closed may not be accepted, except where required by law (for example, in cases of latent defects discovered after the return window).

4. Non-Returnable Items

For hygiene, safety, and practical reasons, the following categories of Products are generally not eligible for return unless they arrive defective, damaged, or materially different from their description:

  • Perishable goods (fresh fruits, vegetables, meat, fish, dairy, bakery items)
  • Personal care and beauty products that have been opened or used (cosmetics, skincare, haircare)
  • Underwear, lingerie, and swimwear
  • Earrings and pierced jewellery
  • Digital products, software licences, e-books, online courses, and music downloads
  • Airtime, data bundles, gift cards, and gaming credits, once delivered
  • Made-to-order, customised, or personalised items
  • Mosquito nets, mattresses, and pillows that have been removed from their sealed packaging

Specific non-returnable status will be indicated on the relevant Product page.

5. How to Request a Return

To request a return:

  1. Go to My Orders in the Winga app
  2. Select the Order and Product you wish to return
  3. Choose a reason for the return and, where applicable, upload photos of the Product (especially for damaged, defective, or incorrect items)
  4. Submit your return request

The Seller (or Winga, where applicable) will review your request, typically within 2 business days, and notify you of approval, rejection (with reason), or a request for further information.

6. Condition of Returned Items

To be eligible for a return (except in cases of defective, damaged, or incorrect items), Products must be:

  • Unused, unworn, and unwashed
  • In their original packaging, including all tags, manuals, and accessories
  • Accompanied by the original receipt or proof of purchase (automatically linked to your Order in the app)

Winga and Sellers reserve the right to refuse a return or reduce the refund amount if the returned Product shows signs of use, damage not present at delivery, or missing components.

7. Return Shipping

7.1 Where a return is due to a Seller error (wrong item, defective, damaged, or missing parts), return shipping costs will be covered by the Seller or Winga, and a pickup may be arranged through Winga's Delivery Partners or a designated Mtaa Agent pickup point.

7.2 Where a return is due to a change of mind (and the Product is otherwise eligible under Section 3), the Buyer may be responsible for return shipping costs, which will be communicated before the return is finalised.

8. Refunds

8.1 Refund Method — Approved refunds will be issued to the original payment method used for the Order, including:

  • Mobile money account (M-Pesa, Tigo Pesa, Airtel Money, HaloPesa)
  • Bank account or card, where applicable
  • Winga Wallet, where the Buyer chooses this option for faster processing

8.2 Refund Timeframe — Once a return is received and inspected (or, for Cash on Delivery orders that are cancelled before dispatch, once cancellation is confirmed), refunds will be processed within  5–7 business days. Mobile money refunds are typically faster than bank transfers due to network processing times.

8.3 Partial Refunds — In cases where only part of an Order is returned, or where a Product is returned in a condition that affects its resale value (with the Buyer's acknowledgment), a partial refund may be issued at Winga's or the Seller's discretion, subject to applicable consumer protection law.

8.4 Delivery Charges — Original delivery charges are non-refundable, except where the return is due to a Seller error (wrong, defective, or damaged item), in which case delivery charges will also be refunded.

9. Exchanges

Where available, Buyers may request an exchange (e.g., for a different size or colour) instead of a refund, subject to stock availability from the Seller. Exchange requests follow the same process as returns (Section 5). If the replacement item has a different price, the difference will be charged or refunded accordingly.

10. Order Cancellations

10.1 Orders may be cancelled free of charge before the Seller has dispatched the Product. Once an Order has been dispatched, it can no longer be cancelled and must instead follow the return process above.

10.2 For Group Buying ("Nunua Pamoja") deals: if you cancel your commitment before the deal is filled, no charge will be made and no refund process is necessary. If the deal has already been filled and payment processed, cancellation is treated as a standard Order cancellation/return under this Policy.

10.3 For Live Shopping purchases: orders placed during a live session follow the same cancellation and return terms as any other Order on the Platform.

11. Disputes Between Buyers and Sellers

If a Buyer and Seller cannot agree on the outcome of a return or refund request, either party may escalate the matter to Winga's customer support team for mediation. Winga will review the evidence provided (including photos, messages, and order history) and make a determination in line with this Policy and applicable Tanzanian consumer protection law. Winga's decision in such mediation is intended to be fair and final but does not remove either party's right to pursue legal remedies under Tanzanian law.

12. Contact Us

To request a return, refund, or exchange, or to ask questions about this Policy, please contact:

Winga Customer Support Email: support@wingaapp.co.tz Phone / WhatsApp: 0619692983 In-app: My Orders → Select Order → Request Return/Refund

This Return & Refund Policy should be read together with Winga's Terms and Conditions and Shipping & Delivery Policy. Winga reserves the right to update this Policy from time to time, with changes effective upon posting to the Platform.