Returns, refunds and delivery

1. Who you bought from

Each store on Dzra is run by an independent Ghanaian business. That business sets its prices, packs your order, arranges delivery and holds the contract with you. Dzra provides the storefront and the checkout.

Contact the shop first. Every store page has a WhatsApp button, and your order confirmation carries the shop’s details and your order reference. Most problems are solved in one message.

2. Delivery

• The delivery fee for your area is shown in your total before you pay. There is nothing further to pay on arrival unless the shop has told you so.
• Shops are expected to dispatch within 2 business days and to deliver within 7 business days for addresses in Ghana, unless the item is made to order and this was stated before you paid.
• If your order has not arrived within 7 business days of the shop confirming dispatch, you may ask for a full refund, including the delivery fee.

3. Cancelling an order

You may cancel for a full refund at any time before the shop dispatches your order. Once it is with a courier, the returns section below applies. Made-to-order and personalised items may not be cancellable once production has begun, where the shop said so before you paid.

4. Returns

Every shop on Dzra must accept a return and refund in full when an item is:

• faulty, damaged in transit or not fit to be used;
• materially different from its description or photographs; or
• the wrong item, size or colour compared with what you ordered.

Report any of these within 48 hours of delivery, with photographs where you can. Return postage in these cases is the shop’s to bear.

Beyond that, a shop may offer change-of-mind returns on its own terms; many do. Unless the shop’s own policy says otherwise, an item returned for any other reason should be unused, in its original packaging and returned within 7 days, at your cost.

For reasons of hygiene and safety, these may be excluded from change-of-mind returns: underwear and swimwear, earrings and other pierced jewellery, cosmetics and skincare once opened, and prepared food or perishables.

5. How a refund is made

• Refunds go back to the Mobile Money wallet or card used to pay. We cannot send a refund anywhere else.
• The shop should approve or refuse a valid request within 3 business days of receiving the returned item or the evidence.
• Once approved, the money is returned through the payment provider and typically reaches you within 5 to 10 business days, depending on your bank or network.
• Refunds are made in Ghana cedis, for the amount actually paid. Dzra’s commission on a refunded order is returned to the merchant in full.

6. If the shop will not help

Write to support@dzra.com with your order reference, what you ordered and what happened. We can see the order and the payment, and we will contact the merchant on your behalf.

We cannot force a merchant to refund you, and we do not hold the money — it settles directly to them. What we can do is investigate, require the merchant to meet the standard on this page, and suspend or remove a store that does not. Repeated failure to deliver or to refund is grounds for removal from Dzra.

You also keep your rights against your card issuer or Mobile Money provider, and your rights under Ghanaian consumer law. Nothing here limits them.

7. For merchants

This page is the floor, not the ceiling. You may publish a more generous policy; you may not publish a more restrictive one, and a policy on your store page that conflicts with this one is read in the buyer’s favour. Chargebacks arising from undelivered or misdescribed goods are yours to bear.