Return & Refund Policy

Last updated: 25 Jun 2026

Many ESA products are ordered on a pre-order / sales-window basis and imported specifically for confirmed orders. This affects how returns and refunds work. Please read this policy before ordering.

1. Order Cancellation

You may cancel an order while it is still Pending and before we begin procurement. Once an order has been ordered from the supplier or shipped, it can no longer be cancelled because the goods have already been purchased for you.

2. Damaged, Defective or Wrong Items

Please inspect your order at pickup or on delivery. If an item is damaged, defective, or not what you ordered, contact us within 48 hours with your order reference and clear photos. Verified cases will be repaired, replaced, or refunded.

3. Refunds

Approved refunds are processed back through your original payment method or another arrangement agreed with you.
Refunds are reviewed and processed by our team; please allow a few business days after approval.
Where only part of an order is affected, a partial refund for the affected items may be issued.

4. Non-Refundable

Shipping and delivery fees once the goods have already shipped or been dispatched.
Change-of-mind returns on imported pre-order items, since they are bought specifically for your order.
Items reported after the 48-hour inspection window without prior agreement.

5. How to Request a Return or Refund

WhatsApp: +255 658 694 793
Email: info@esa.co.tz