Order Cancellation Policy – DUZAJU Co. (T) Ltd. Last Updated: [17th April 2025]

1. Cancellation Timeframes by Product Category

A. Standard Products (Locks, Rulers, etc.)

• Full Free Cancellation: Within 12 hours
• Partial Cancellation (10% fee): 12-24 hours
• No Cancellation: After 24 hours or when shipped

B. Customized Products

• Free Cancellation: Within 1 hour
• 50% Cancellation Fee: After 1 hour but before production begins

- **No Cancellation:** Once production starts

### **C. Bulk Orders (20+ items)**

- **Free Cancellation:** Within 6 hours

- **15% Restocking Fee:** 6-12 hours

- **No Cancellation:** After 12 hours

## **2. Payment Method Specifics**

### **Refund Processing Times:**

| Payment Method | Refund Timeframe |

|---------------|-----------------|

| Credit/Debit Cards | 3-5 business days |

| Mobile Money (M-Pesa/Tigo Pesa) | 1-2 business days |

| Bank Transfer | 5-7 business days |

| PayPal | 3-5 business days |

## **3. Cancellation Request Form**

**Required Information:**

```

[ ] Order Number: _______________

[ ] Customer Name: _____________

[ ] Contact Number: ____________

[ ] Products to Cancel: _________

[ ] Reason for Cancellation:

[ ] Payment Method: ___________

[ ] Refund Preference:

   [ ] Original Payment Method

   [ ] Store Credit (+5% bonus)

```

## **4. Cancellation Confirmation Process**

1. **Instant SMS Notification** upon request receipt

2. **Email Confirmation** within 2 hours containing:

   - Cancellation reference number

   - Refund amount breakdown

   - Expected refund date

3. **Follow-up Call** within 24 hours for verification

## **5. Product-Specific Policies**

### **A. Door Locks & Security Items**

- Cannot be cancelled if security seals are broken

- Special 6-hour cancellation window

### **B. Measuring Tools**

- Full cancellation possible until calibrated

- 20% restocking fee after calibration

### **C. Leather Belts**

- Free cancellation until cutting begins

- 30% material fee after cutting

## **6. Exception Handling**

**Expedited Cancellations:**

- Call +255 XXX XXX XXX and press "1" for urgent requests

- Requires order number and ID verification

**Dispute Resolution:**

- Escalation to customer service manager within 2 hours

- Written resolution within 24 hours

## **7. Cancellation Statistics**

For transparency:

- 98% of cancellation requests processed within 2 hours

- 100% refund accuracy guarantee

- 24/7 cancellation tracking portal (login at www.duzaju.com/trackcancel)

## **8. Contact Options**

**Preferred Methods:**

1. **Mobile App:** DUZAJU Customer Service (Instant chat)

2. **WhatsApp:** +255 XXX XXX XXX (Send "CANCEL" to start)

3. **Web Form:** www.duzaju.com/cancelrequest

**Support Hours:**

- Regular Inquiries: 8AM-6PM EAT

- Urgent Cancellations: 24/7 hotline

*Note: This policy complies with Tanzania's Fair Competition Commission regulations. Policy updates are notified via email 15 days in advance.