Welcome back
Loading the marketplace for you…
urutiMallAfrica's modern marketplace
urutiMallAfrica's modern marketplace
Welcome back
Loading the marketplace for you…
Buyer protection
Automatic protection on eligible urutiMall orders: delivery, condition, and authenticity, at no extra cost.
Uruti Shield covers timely delivery and item condition for purchases sold and fulfilled through urutiMall checkout.
You can request a refund under Uruti Shield for any of these situations:
If your order has not arrived by the latest estimated delivery date, you can open a claim for a full refund, including shipping fees paid.
If what you receive is significantly different from the listing (wrong size, colour, model, or missing parts), you are covered.
Items that arrive broken, faulty, or unusable qualify for a replacement or full refund at no cost to you.
We do not tolerate counterfeit goods. If you receive a fake item, you get a full refund and we remove the seller from urutiMall.
Message the seller first and allow 48 hours. If you cannot agree, escalate to urutiMall.
Open My Orders, find the order, and message the seller. Explain the issue clearly and attach photos if needed. Most issues resolve here.
The seller has 48 hours to reply with a refund, replacement, or return plan. If they do not respond or you cannot agree, escalate.
Open a dispute on the order with evidence: photos, tracking, and message history. File within 30 days of actual or estimated delivery.
Trust & Safety reviews both sides. We may ask for more documents. A decision is made within 5 business days after evidence is complete.
If your claim is upheld, a full refund goes to your original payment method or wallet. You keep the item unless a return is required.
Important: File within 30 days of actual or estimated delivery. Late claims or incomplete evidence may be declined.
| Eligible orders | All paid orders placed through urutiMall checkout |
| Payment methods | Mobile money, card, wallet, bank transfer |
| Claim window | Within 30 days of actual or estimated delivery |
| Response required | Contact the seller first; allow 48 hours |
| Evidence needed | Order ID, photos of the issue, seller messages |
| Eligible regions | Rwanda, Kenya, Uganda, Tanzania, and expanding |
| Minimum order value | No minimum; all purchase amounts covered |
| Max refund per claim | Full order value including shipping |
Orders from verified sellers are prioritized. Disputes on these orders often resolve in about 2 business days instead of 5.
Open a dispute within 30 days of the actual delivery date, or 30 days from the latest estimated delivery date if the item never arrived.
For damaged or wrong items: clear photos of what you received versus the listing. For non-delivery: order confirmation and tracking if available. For counterfeits: photos and any authentication details.
After approval, wallet and mobile money refunds usually arrive in 1 to 3 business days. Card refunds take 3 to 7 business days depending on your bank.
Often no. For lower-value items or impractical returns, we refund without a return. Higher-value items may need a free return pickup.
If the claim is upheld, the seller is charged for the refund. Repeat issues can lead to warnings, suspension, or removal.
Yes. It applies to all sellers on urutiMall. Verified sellers also get priority dispute handling.
Only if the listing was misleading about sizing. Preferential fit issues are change-of-mind returns and are not covered by Uruti Shield.
Yes. It applies automatically to eligible purchases at no extra cost. There is no fee to file a claim.
We still honour your claim. Escrow reserves help cover refunds even if the seller is inactive.
Yes. Submit an appeal within 7 days of the decision with any new evidence. A senior Trust & Safety officer reviews appeals.
Related
Uruti Shield policy effective 1 January 2025. Last updated 1 July 2026. Continued use of the platform means you accept updates published with reasonable notice.