Returns & Refunds Policy

At Mars Communications Ltd we want you to be satisfied with your purchase. This policy explains when and how you may return products bought from mars-shop.co.tz or our branches, in addition to your rights under Tanzanian consumer law.

Change-of-Mind Returns

If you change your mind, you may request a return within seven (7) days of receiving your item, provided the product:

  • is unused, in its original undamaged packaging and in resalable condition;
  • includes all accessories, manuals, free gifts and the original receipt or invoice; and
  • has not been installed, activated or registered.

Change-of-mind returns may be subject to a handling/restocking fee and the cost of return transport, and may be offered as an exchange or store credit at our discretion.

Faulty or Damaged Goods

  • If an item arrives damaged or develops a manufacturing fault, contact us as soon as possible — and within 24–48 hours of delivery in the case of transit damage.
  • Valid faults are handled under our Warranty Policy — by repair, replacement or, where appropriate, a refund.
  • Proof of purchase is required for all faulty-goods claims.

Non-Returnable Items

For hygiene, safety and technical reasons, the following are generally not eligible for change-of-mind returns:

  • small appliances and personal-use items once opened or used;
  • installed air conditioners, built-in appliances and custom or special-order products;
  • items with broken seals, missing packaging, or physical/cosmetic damage caused after delivery.

How to Request a Return

  1. Contact us on 0765 445 533 / 0687 293 360 or email mb@mars-shop.co.tz with your order/receipt details and a description (and photos, if relevant) of the issue.
  2. Our team will confirm whether the item qualifies and guide you on returning or inspecting it.
  3. Approved items must be returned to one of our branches or collected by arrangement.

Refunds

Once a returned item is received and inspected, we will notify you of the outcome. Approved refunds are processed using the original payment method or another agreed method, normally within 7–14 working days. Delivery and installation charges are non-refundable except where the return is due to our error or a manufacturing fault.

Contact Us

Phone / WhatsApp: 0765 445 533  |  0687 293 360
Email: mb@mars-shop.co.tz