What happens if an order goes wrong

What's covered

• Your order never arrives.
• It arrives damaged or broken.
• You get the wrong item, or something is missing.
• It is clearly not what the listing described — including a counterfeit.

Where it makes sense the seller may offer a replacement instead. Whether you take a replacement or a refund is always your choice.

How it works

1. Step 1: Pay through Dawurobo

   Pay at checkout (mobile money or card) or pay the Dawurobo rider on delivery. Money sent straight to a seller is outside our protection.

2. Step 2: Check it at the door

   On pay-on-delivery orders, look at the parcel before you pay. If it is visibly damaged or clearly not what you ordered, you can refuse it and pay nothing.

3. Step 3: Report within 48 hours

   Open the order in My Orders and tap Report a problem. Add photos if you can. A parcel that never arrived has no deadline.

4. Step 4: Our team reviews it

   We look at every report and may contact you or the seller. Most are resolved within 2 business days.

How refunds are paid

• To the way you paid: mobile money back to the paying wallet, card back to the card.
• Within 3–7 business days of a claim being approved. Mobile money is usually faster.
• Paid the rider in cash? We refund by mobile money to the phone number on the order.
• When the fault is the seller's or ours, the delivery fee is refunded too.

What isn't covered

• Payments made directly to a seller, outside Dawurobo.
• Change of mind — returns are up to the seller, and you pay the return delivery.
• Problems reported more than 48 hours after delivery (non-delivery has no deadline).
• Opened food, cosmetics, supplements and underwear, unless they arrived damaged, wrong or not as described.

We investigate every claim. False or repeated abusive claims are declined. Sellers are protected too: a seller is never charged for a refund until the claim has been reviewed and approved.