Returns & Exchanges Policy
1. Proof of purchase
Bring the original ZRA fiscal receipt or the tax invoice. No receipt, no return. For online orders, the order number is enough.
2. Change of mind
You have [7] days from the date of purchase.
The item must be unused, unfitted, and in its original sealed packaging with all accessories.
We will offer an exchange or store credit of the same value. Cash refunds are at our discretion.
3. Faulty on arrival
If an item does not work when you first install it, tell us within [7] days.
We test it. If the fault is a manufacturing fault, we replace it free of charge.
4. Warranty
Warranty is given by the manufacturer. We handle the claim for you.
| Category | Warranty |
|---|---|
| LED lamps and tubes | [12] months |
| Luminaires and fittings | [24] months |
| Switchgear, MCBs, MCCBs | [12] months |
| Fans and small appliances | [12] months |
| Cables and conduit | Manufacturing defect only |
| Batteries, inverters, solar | Per manufacturer certificate |
Warranty covers manufacturing faults only. Turnaround depends on the supplier. Where a brand requires the unit to be sent abroad, expect delays.
Warranty does not cover:
- Wrong installation, wrong voltage, or overloading
- Lightning, surge, flooding, fire, or rodent damage
- Physical damage, burnt terminals, or tampering
- Removed or defaced serial numbers and batch labels
- Normal wear, discolouration, or lamp end-of-life
5. Items we cannot take back
- Cable and wire cut to length
- Special orders and indent items brought in for you
- Made-to-order boards, panels, and assemblies
- Clearance, ex-display, and "sold as seen" stock
- Items that have been fitted, wired, drilled, or modified
- Software, licences, and programmed devices
6. How you are refunded
You may take the value as store credit instead of money back. See clause 7.
Where money is returned, we return it on the same tender as the sale.
| You paid by | You get back |
|---|---|
| Cash | Store credit, or cash at our discretion |
| Mobile money | Store credit, or reversal to the same number |
| Card | Store credit, or reversal to the same card |
| Bank transfer | Store credit, or transfer to the paying account |
| Credit account | Credit against your account |
We issue a credit note and a VAT adjustment note against the original receipt. We keep the original receipt on file.
7. Store credit
Store credit is offered on any approved return and is the fastest option. There is no waiting for a bank or mobile money reversal.
- We issue a numbered store credit voucher in your name, against your phone number.
- It is valid for [6] months from the date of issue.
- It can be spent at either branch, Mlandege or Paje, in one purchase or in several.
- It cannot be exchanged for cash and cannot be transferred to another person. Bring the voucher and your ID to spend it.
- If your purchase costs more than the voucher, you pay the difference. If it costs less, we issue a fresh voucher for the balance, with the same expiry as the first.
- Lost vouchers are replaced only where the original issue appears in our register.
8. Trade and contractor accounts
Site returns are accepted within [14] days on unopened, current-range stock only.
Bring the delivery note. Goods must arrive back at our store in resaleable condition. Transport is at your cost.
Special orders and cut cable are never returnable, whatever the account status.
9. Online and delivered orders
Check the goods in front of the driver. Sign the delivery note.
Report shortages, breakages, or wrong items within [24] hours of delivery, with photographs.
For change-of-mind returns on delivered orders, you pay the return transport. The original delivery charge is not refunded.
10. Where to return
Return to either branch, Mlandege or Paje. It does not matter which one sold you the item. Store credit vouchers may also be spent at either branch.
Mlandege: 40B Mlandege Road, Stone Town Paje: Paje Plaza, Paje
Phone: 0772 628 336 Email: sales@mateen.co.tz