Buyer protection
What we cover, how to open a dispute, and the return and refund rules that apply in the Democratic Republic of Congo.
What is covered
- • Item not received by the stated date: full refund after carrier investigation.
- • Wrong or missing item in the parcel: replacement or refund.
- • Damaged item: partial or full refund depending on the evidence provided.
- • Item very different from its description: full refund.
- • Mobile money charged with no recorded order: correction or refund.
Open a dispute
1. Report within 7 days
Open a dispute from your account as soon as you notice the problem, no later than 7 days after receiving the parcel.
2. Gather evidence
Photos of the item, the parcel and the label, plus exchanges with the seller: these speed up arbitration.
3. We arbitrate within 48 hours
Our team contacts the seller and the carrier, then tells you the decision and the amount awarded.
4. Refund or replacement
The refund is credited to your AfriTrade wallet or your mobile money account.
Returns & refunds in the DRC
- • Opening window: 7 days after receipt, 14 days for imported items.
- • Returns are free when the problem comes from the seller or the carrier.
- • For change of mind, return shipping is on the buyer and the item must be unused.
- • Refunds land within 3 to 7 business days after the return is approved.
- • Opened hygiene products, perishables and personalized items cannot be returned.
After the decision
A closed dispute can be reopened once if new evidence appears. If you still disagree, write to support: a manager will review the case manually.