Return & Refund Policy

Learn about our return process and refund conditions.

 

Return & Refund Policy

Effective Date: July 19, 2026

Araati is an online marketplace owned and operated by AMASH FOODS SERVICES UG LTD ("Araati", "we", "our", or "us"). We connect customers with independent sellers who offer products through the Araati platform.

This Return & Refund Policy explains how returns and refunds are handled for purchases made through Araati.

1. General Policy

We want you to shop with confidence. If you receive an item that is damaged, defective, incorrect, or significantly different from its description, you may request a return or refund in accordance with this policy.

Because Araati is a marketplace, returns and refunds are processed in collaboration with the individual seller.

2. Return Eligibility

You may request a return if:

  • You received the wrong item.

  • The item arrived damaged or defective.

  • Important parts or accessories are missing.

  • The item is materially different from the product description.

  • The seller approved the return.

To qualify for a return, the item must:

  • Be returned within 7 days after delivery unless otherwise stated.

  • Be unused where applicable.

  • Be in its original packaging.

  • Include all accessories, manuals, and free gifts.

  • Include proof of purchase or order confirmation.

3. Items That Cannot Be Returned

The following items are generally not eligible for return unless they arrive damaged, defective, or incorrect:

  • Food and perishable products

  • Personal care and hygiene products

  • Underwear and swimwear

  • Customized or personalized products

  • Digital products

  • Gift cards

  • Items marked as non-returnable

  • Products damaged due to misuse or improper handling by the customer

4. Fashion Products

Fashion items such as clothing, shoes, handbags, and accessories may be returned if:

  • The wrong size, color, or product was delivered.

  • The product has manufacturing defects.

  • The product differs significantly from its listing.

Returned fashion items must be:

  • Unworn

  • Unwashed

  • Free from stains, perfume, or odors

  • With original tags attached

5. Change of Mind

Returns due to a change of mind are accepted only if:

  • The seller offers change-of-mind returns; and

  • The item has not been used and is in its original condition.

Return shipping costs for change-of-mind returns may be the customer's responsibility unless otherwise agreed.

6. Refund Process

Once a returned item is received and inspected:

  • The seller will review the return request.

  • If approved, the refund will be processed.

  • Refunds are generally issued within 3–10 business days, depending on the payment method.

Refunds may be made through:

  • Mobile Money

  • Bank Transfer

  • Original payment method (where applicable)

  • Araati Wallet (where available)

7. Shipping Costs

If the return is due to:

  • Seller error

  • Wrong item

  • Damaged item

  • Defective item

the seller is responsible for the return shipping costs.

If the return is due to a change of mind or customer preference, the customer may be responsible for return shipping costs.

8. Order Cancellation

Customers may cancel an order before it has been shipped.

Once an order has been shipped or is out for delivery, cancellation may no longer be possible. In such cases, the customer may request a return after delivery if eligible under this policy.

9. Seller Responsibilities

Sellers on Araati are responsible for:

  • Providing accurate product descriptions.

  • Delivering products in good condition.

  • Responding promptly to return requests.

  • Processing approved refunds.

  • Complying with Araati's Seller Policies.

Failure to comply may result in account suspension or other enforcement actions.

10. Araati's Role

Araati operates as an online marketplace and is not the manufacturer or owner of most products listed by independent sellers.

While we facilitate transactions and assist in resolving disputes, the seller remains primarily responsible for product quality, warranties, returns, and refunds.

However, Araati reserves the right to:

  • Investigate return requests.

  • Review disputes.

  • Issue refunds where appropriate.

  • Take action against sellers who violate our marketplace policies.

11. Dispute Resolution

If a buyer and seller cannot reach an agreement, Araati may review available evidence, including:

  • Product photos

  • Delivery confirmation

  • Order history

  • Communication between buyer and seller

  • Other relevant documentation

Araati's decision regarding marketplace disputes will be final for transactions conducted on the platform.

12. Fraud Prevention

Araati reserves the right to reject return or refund requests involving:

  • False claims

  • Fraudulent activity

  • Returned items that differ from those originally shipped

  • Excessive abuse of the return policy

13. Contact Us

For questions regarding returns or refunds, please contact us:

AMASH FOODS SERVICES UG LTD
Trading as Araati

Araati Support Team
Email: [email protected]
Phone: +256762648961
Website: araati.com