Buyer Protection

Refunds & Returns Policy

The short version: if your order never arrives, or what arrives is damaged, wrong, or clearly not what was described, you get your money back. Last updated: July 2026.

1. Our Buyer Protection Promise

Every order paid for through Dawurobo Safe is covered by buyer protection. You are entitled to a full refund (including the delivery fee) if:

  • Your order never arrives.
  • Your order arrives damaged or broken.
  • You receive the wrong item, or items are missing.
  • The item is significantly different from its listing — wrong product, counterfeit, or clearly not as described.

Where it makes sense, the seller may offer a replacement instead of a refund — the choice between a replacement and a refund is always yours.

2. Cancelling an Order

  • Before payment: you can cancel an unpaid order at any time from the order page at no cost. Unpaid online-payment orders also expire automatically after 30 minutes, and the reserved stock is released — nothing is owed.
  • After payment: if your payment goes through for an order that was cancelled or had already expired, we detect it automatically and refund you in full — you do not need to do anything, though you can always contact us to follow up.
  • After the seller has started preparing: contact us as soon as possible via the order page. Cancellation at this stage depends on how far along the order is; if the order has already been handed to a rider, it is treated as a return instead (see below).

3. How to Report a Problem

Open the order in My Orders and tap Report a problem. Tell us what went wrong and add photos if you can — photos of damaged or wrong items make resolution much faster.

  • Report within 48 hours of delivery for damaged, wrong, missing, or not-as-described items. This protects both you and the seller.
  • For orders that never arrived, report as soon as the expected delivery window has passed — there is no deadline for non-delivery claims.
  • Our team reviews every report, and we may contact you or the seller for more detail. Most reports are resolved within 2 business days.

4. How and When Refunds Are Paid

  • Refunds are paid to your original payment method — mobile money refunds go back to the paying wallet, card refunds back to the card.
  • Refunds are processed within 3–7 business days after a claim is approved. Mobile money refunds usually arrive faster than card refunds.
  • For pay-on-delivery orders where you paid the rider in cash and a claim is later approved, we refund via mobile money to the phone number on the order.
  • When the problem is the seller's or our fault (non-delivery, damaged, wrong item), the delivery fee is refunded too.

5. Change-of-Mind Returns

If nothing is wrong with the item but you simply no longer want it, returns are at the seller's discretion. Contact the seller through the order page within 48 hours of delivery. Where a seller accepts a change-of-mind return:

  • The item must be unused, unopened, and in its original packaging.
  • Return delivery is arranged through Dawurobo Delivery and paid by the buyer.
  • The refund covers the item price; the original delivery fee is not refunded.

6. Items That Cannot Be Returned

For health and safety reasons, the following cannot be returned once delivered — unless they arrived damaged, wrong, or not as described, in which case buyer protection fully applies:

  • Food, drinks, and perishable goods.
  • Supplements, herbal and nutrition products with a broken seal.
  • Cosmetics, skincare, and personal care items that have been opened.
  • Underwear and other intimate apparel.
  • Custom-made or personalized items.

7. Pay-on-Delivery Orders

For pay-on-delivery orders, check your items when the rider arrives. If the package is visibly damaged or clearly not what you ordered, you may refuse it at the door and pay nothing. Once accepted and paid, the normal 48-hour reporting window applies.

8. Fair Use

Buyer protection exists to keep shopping on Dawurobo Safe safe. We investigate every claim, and claims that are fraudulent or abusive (for example, false damage claims or repeated refund abuse) will be declined and may lead to account suspension. Sellers are equally protected: a seller is never charged for a refund until a claim has been reviewed and approved.

9. Questions

The fastest route is always My Orders → Report a problem. For anything else: