Refunds and Returns
When you get your money back, who pays it, and how long it takes.
The division of responsibility between Musuwo and a merchant, and the extent to which any of this can limit a consumer’s statutory rights, needs Zimbabwean legal review.
First, the part that overrides the rest
Your rights under Zimbabwean consumer law are not removed by this page, by Musuwo's policy, or by a merchant's own policy.
How it works today
Payments made at checkout are collected through Paynow Zimbabwe. Musuwo keeps the order and payment references needed to investigate a refund without storing card numbers, PINs or wallet passwords. Refund responsibility and approval still depend on the order, merchant and reason for the request.
When you should get a refund
- It never arrived.
- The wrong item arrived.
- Something was missing.
- It arrived damaged or unusable.
- It was materially different from the listing - not "the colour is
slightly different", but not what was described.
- You cancelled in time - before the merchant began preparing it.
When you may not
- You changed your mind about a perishable item that is fit and as described.
- The item was made or prepared to your specification and is as you asked.
- It was damaged after delivery.
- You waited an unreasonably long time to raise it.
Perishables and food
Raise a problem with food the same day. Photographs help. Food that has been out of the merchant's control for a long time is hard for anybody to judge.
How to raise it
1. Tell the merchant. 2. If that does not resolve it, write to support@musuwo.online with your order number, what went wrong, and photographs where you have them. 3. Musuwo looks at the record of the order and helps reach an outcome.
Every step is recorded against the order.
How long
Musuwo aims to respond within two working days. How long the money itself takes depends on how it was paid.
Delivery fees
Where a delivery fee was charged and the order never arrived because of the merchant or the delivery, the fee should be refunded with the order. Where a delivery failed because the address was wrong or nobody could be reached, it may not be.
Cancelling
Cancel before the merchant starts preparing it. Once an order is out for delivery it is generally too late, and it becomes a return.