Each shop sets its own returns terms
Every shop sets its own returns terms and publishes them on its policies page, in the Returns and Warranty section. There you will find the number of days the shop gives for returns, or a note that it takes no returns, and any warranty it offers. Read them before you buy: they are the shop's promise to you.
Makola.io does not set a shop's returns terms. If a shop has not stated a returns window, it has not promised one. Ask the shop before you buy if you need to be sure.
Asking for a return
If your order has been delivered, sign in to your account at the shop and choose Request Return on the order. You pick a reason and can add details. Each order can have one return request.
You need to be signed in to ask for a return. If you ordered as a guest, contact the shop directly.
The shop decides
The shop looks at your request. It can approve it, for the full amount or for part of it, or deny it. You can see the status of your request on your order in your account.
How refunds are paid
An approved refund goes back through our payment partner to the payment method you used. How long it takes depends on our payment partner and on your bank or mobile-money operator. We cannot give a number of days.
If you paid on delivery, there is no payment for us to reverse. The shop returns your money itself.
The payment fee is not refunded
Our payment partner keeps its processing fee, 1.95% of the amount refunded, on every refund and on every cancellation of a paid order. You get back the amount you paid less that fee. Checkout on a shop's website tells you this before you pay.
Cancelled orders
If a paid order is cancelled, Makola.io staff refund it through our payment partner. This is a manual step. If you have not been refunded, contact us with your order number.
Complaints
Raise a problem with the shop first. If you cannot agree, or the shop does not reply, contact Makola.io through our Contact page. Our staff look at each case by hand and help where they can. We cannot promise a particular result: the sale is a contract between you and the shop.
Chargebacks
If you dispute a payment with your bank, our payment partner may tell us. We call this a chargeback. When that happens we freeze the payment: it cannot be refunded, and payouts to the shop that made the sale, and to anyone who shares in it, are held, until our staff have reviewed it.
Contact us
Questions about this policy? Email support@makola.io or use our Contact page.
Operated by Velcoure Savero