Platform Refund, Returns & Exchange Policy

NamVendors Return, Refund & Exchange Policy

  1. Marketplace Structure

NamVendors is a multi-vendor online marketplace where independent sellers registered on NamVendors (Vendors) list and sell products to customers. Products listed on the platform are sold and fulfilled by Vendors, not by NamVendors.

All returns, refunds, and exchanges are governed by:

  • This platform policy, and
  • The individual terms of the (Vendors) on NamVendors, provided those terms do not conflict with this policy.
  • Returns to Vendors

Any product eligible for return must be returned directly to the Vendor from whom it was purchased. Returned items are not sent to NamVendors and are not physically inspected by the platform.

Customers must review the vendor’s store policy to determine:

  • Which items qualify for return
  • Any product-specific exclusions or conditions

Proof of purchase may be required when handing the item to the courier or vendor.

  • Condition of Returned Items

Unless otherwise stated by the vendor:

  • Items must be unused and in the same condition as received
  • Original packaging, labels, and accessories must be intact
  • Items showing signs of use, damage, or alteration may be rejected

Only items permitted for return under the vendor’s policy will be accepted.

  • Damaged, Defective, or Incorrect Items & Refund Request Period

Customers may submit a refund, return, or exchange request within 7 days of confirmed delivery (Refund Requested Period), subject to the platform’s refund eligibility criteria. Refund requests submitted after the 7-day period will not be considered.

If an item arrives damaged, defective, or not as ordered, the customer must notify the Vendor within the timeframe set by this platform (24 hours of confirmed delivery) in accordance with this platform policy and the vendor’s store terms. This requirement ensures timely investigation and prevents misuse of the policy.

For damaged, defective, or incorrect items, the vendor may:

  • Request supporting evidence (such as photographs)
  • Arrange inspection via the courier or carrier
  • Approve a return, replacement, or refund in accordance with platform policy and the vendor’s store terms.

NamVendors does not physically inspect items but may request confirmation and supporting documentation from the vendor before proceeding with refund processing. All refunds remain subject to final platform approval and must fall within the 7-day Refund Request Period.

  • Clothing & Special Categories

Returns for clothing or similar items are subject to:

  • The vendor’s published return terms
  • Hygiene and wear standards set by the vendor

Items purchased on promotion or sale are generally non-returnable unless a manufacturing defect or error is confirmed.

NamVendors reserves the right to decline any return or refund that violates applicable Namibian laws or regulations.

  • Exchanges

Where a replacement is approved:

  • The exchange process is handled directly by the Vendor
  • Handling, shipping, or administrative fees may apply and are non-refundable unless the exchange is due to a vendor error.

Availability of replacement items is not guaranteed. Where a replacement item is unavailable or out of stock, the customer may select item of equal or higher value, subject to payment of any price value.

  • Return Shipping & Costs

Unless the return is due to vendor error (incorrect, defective, or damaged item):

  • The customer is responsible for all return shipping costs
  • Packaging must comply with the carrier’s requirements

Waybills or return references may be issued where necessary.

  • Refund Processing
  • No return is accepted on products bought on sale or promotion, unless flaws in the making or workmanship are found.

Once the Namvendors (Vendor):

  • Receives the returned item, and
  • Confirms approval of the return or refund,

the vendor must notify NamVendors.

  • Refund Amount & Processing Fees

Payment processing and transaction fees are non-refundable in customer-initiated refunds.

Refunds or return based solely on change of mind are generally not accepted.

Where a refund is approved due to vendor error (incorrect, defective, damaged, or unavailable item), the customer will receive a full refund.

In case of vendor fault, the vendor remains liable for platform commission and applicable processing costs.

  1. Refund Timeline

Refunds are processed within Fifteen (15) days from the date NamVendors acknowledges the vendor’s approval.

Refunds are issued to the original payment method where possible.
NamVendors is not responsible for bank charges, transaction fees, or delays caused by financial institutions.

  1. Platform Role & Limitations

NamVendors:

  • Does not store, ship, or inspect goods
  • May act as a mediator where disputes arise
  • Relies on vendor-provided documentation and courier records

NamVendors is not liable for:

  • Vendor misconduct or omissions
  • Customer misuse of products
  • Third-party courier delays or handling issues
  1. Timeframes & Delivery

Delivery timelines vary by vendor and location:

  • Domestic deliveries typically occur within vendor-stated timeframes
  • International deliveries are subject to customs and cross-border processes beyond the platform’s control

Shipment dates refer to the date the vendor dispatches the item from their premises.

  1. Change of information

Customer may not change their information after the item has been purchase, we therefore urge our customers to verify their information before finalizing their purchase.

  1. Cancellations
  • Orders that have already been dispatched cannot be cancelled. Order cancellation can only be replaced with a new order as no refund will be made. NamVendors advises customers to be sure of their order before purchase.

If a customer wishes to cancel after shipment:

  • The item must be received
  • The request will be treated as a return, subject to vendor and platform rules

Partial cancellations are not permitted.
Custom-made or personalised items cannot be cancelled once production has begun.

  1. Accuracy & Product Representation

NamVendors strives to ensure accurate listings but does not guarantee:

  • Pricing accuracy at all times
  • Exact colour or appearance due to device display variations

The platform reserves the right to correct errors or withdraw listings without prior notice.

  1. Customer Responsibilities:
  • Contact the vendor directly using the contact details provided on the vendor’s store page
  • Provide the order number, description of the issue, and any supporting evidence requested by the vendor
  • Ensure the item remains unused and in its original condition
  • Vendor Responsibilities:
  • Inspect the returned item in accordance with their store policy and NamVendors minimum standards
  • Arrange collection or return logistics where applicable
  • Communicate the outcome of the inspection to NamVendors

NamVendors does not physically inspect returned items and does not take possession of goods unless expressly stated.

Platform Authority (Clarified)

NamVendors:

  • May act as a mediator between customer and vendor
  • Verifies vendor decisions and documentation
  • Reserves the right to request proof of delivery or inspection records
  • Reserves the right to refuse refunds that do not meet platform eligibility criteria

Vendor-specific policies apply only where they do not conflict with this platform policy.