Refund Policy

Escrow-Protected Orders

All marketplace orders on E-Nyasa are protected by escrow. Your payment is held securely and only released to the seller after you confirm delivery. This means you can request a refund at any point before confirming receipt.

When You Can Get a Refund

• Seller doesn't accept: If the seller doesn't accept your order, the payment is automatically returned to your wallet.
• Order cancelled: If an order is cancelled before shipping, funds are refunded in full.
• Item not as described: If you receive an item that doesn't match the listing, contact support before confirming delivery. We'll investigate and arrange a refund if the claim is valid.
• Item not delivered: If your parcel hasn't arrived within the expected timeframe, contact support. We'll trace the shipment and refund you if it's lost.

When Refunds Are Not Available

• After you've confirmed delivery (escrow is released to seller)
• For change of mind on items that match the listing description
• Walk-in parcel services (paid at counter, non-escrow)

How Refunds Are Processed

Refunds are credited to your E-Nyasa wallet. From there, you can withdraw to Mobile Money or bank, or use the balance for future purchases. Refunds are typically processed within 1-2 business days of approval.

Disputes

If you and the seller can't agree, E-Nyasa will mediate the dispute. For orders over MWK 100,000, disputes are reviewed by our admin team under the maker-checker process. Our decision is final and will be based on evidence from both parties.

Need Help?

If you need to request a refund or have questions about a transaction, please contact our support team.