Refund and Returns Policy

Effective Date: 30 June 2025

MOST is committed to providing a reliable and customer-friendly shopping experience. This Refunds and Return Policy explains how returns, exchanges, and refunds are handled when you shop or trade on our platform.

1. Eligibility for Returns

MOST strives to make returns simple and fair for both customers and vendors. To be eligible for a return, the following conditions generally apply:

Condition of the Item

• Items must be in their original condition, unused, and in the same packaging as received.
• All original tags, labels, manuals, and accessories (if applicable) must be included.
• Items must be free from damage, stains, or odors unless they were delivered in such condition.

Return Window

• Return requests must be made within 7 days of delivery for most items.
• Vendors may offer longer return periods for certain products, which will be clearly stated in the product listing.

Items Not Eligible for Return

• Perishable goods (e.g., fresh produce, flowers, baked goods) that can spoil or deteriorate quickly.
• Personal care, hygiene, or intimate products (e.g., underwear, toothbrushes, skincare items) for health and safety reasons.
• Customized or personalized items made to the customer’s specifications.
• Digital goods (e.g., software, e-books) once accessed or downloaded.

Vendor or Delivery Error

• If the return is due to:
  • The wrong item being delivered,
  • A defective or damaged product, or
  • An item that does not match the listing description,
    then the customer is always eligible for a free return and full refund or replacement.

Return Initiation and Approval

• Customers must initiate the return request through the MOST app, website, or support team.
• The return request must include details of the issue and, where applicable, supporting photos or videos.
• MOST and the vendor reserve the right to review and verify the request before approving the return.

Why This Matters

This comprehensive approach ensures that returns are handled fairly and consistently, protecting customer satisfaction while balancing vendor interests.

2. How to Request a Return

At MOST, we make the returns process as simple and transparent as possible. If you need to return an item, please follow the steps below:

Step 1: Initiate the Return Request

• Log in to your MOST account via the app or website.
• Go to “Order History” and select the order containing the item you wish to return.
• Click the “Request Return” button next to the specific item.
• Alternatively, you can contact our support team directly at support@go-most.com or by phone at +26876344962.

Step 2: Provide Required Information

• Include the following information with your request:
  • Order number
  • Item name and details
  • Reason for the return (e.g., wrong item, damaged item, no longer needed)
  • Preferred resolution (refund, replacement, or exchange)
• For defective or damaged items, please include clear photos or videos to help us process your request more quickly.

Step 3: MOST Review and Approval

• Once we receive your request, our team will review the details and verify eligibility for return based on this policy and the vendor’s guidelines.
• You will be notified by email, SMS, or in-app notification once your return request has been approved or if additional information is needed.

Step 4: Arrange for Return Pickup or Drop-off

• If your return is approved:
  • MOST or the vendor will coordinate a pickup at your delivery address, or
  • You may be asked to drop off the item at a designated location (e.g., vendor’s store or MOST hub).
• For returns due to vendor error (wrong item, defective or damaged product), the return shipping is free.
• For other returns (e.g., change of mind), a return shipping fee may apply.

Step 5: Track Your Return

• Once the item is in transit back to the vendor, you can track the status of your return through your MOST account or by contacting support.

Step 6: Refund or Replacement

• After the vendor or MOST team receives and inspects the returned item, you will be notified of the refund or replacement decision.
• Refunds will be issued to your original payment method within 7-14 business days of approval.
• If you requested an exchange or replacement and the item is in stock, it will be shipped promptly.

Our Commitment

We’re here to ensure your shopping experience with MOST is smooth and hassle-free. If you have any questions or concerns about your return, please don’t hesitate to reach out!

3. Return Pickup or Drop-off

At MOST, we strive to make returns easy and convenient, regardless of your location. Here’s how the process works:

Pickup Service

• If your return is approved, MOST or the vendor will arrange a pickup from the delivery address you provided when placing your order.
• You’ll receive a notification (via SMS, email, or app) with the scheduled pickup date and time window.
• Our delivery agent will confirm the pickup at your doorstep and may request a signature or photo confirmation to ensure accountability.

Drop-off Option

• In some cases, particularly in urban or peri-urban areas, you may choose to drop off the return at a nearby MOST hub or designated vendor location.
• Drop-off locations will be clearly communicated to you along with any specific instructions (e.g., packaging, labeling).
• This option may be faster for customers who prefer flexibility and want to avoid scheduling a pickup.

Return Shipping Costs

• If the return is due to:
  • A wrong item shipped
  • A damaged or defective product
  • An item that does not match the product listing
    then there is no cost to the customer for return shipping, MOST covers it as part of our commitment to quality.
• If the return is initiated by the customer for reasons like a change of mind, the customer may be responsible for a return shipping fee. This fee will be clearly stated and deducted from the final refund amount, if applicable.

Packaging Requirements

• Please ensure the item is securely packed in its original packaging (if possible) to minimize the risk of damage during the return journey.
• Include any accessories, manuals, or promotional items that were delivered with the product.

Rural and Hard-to-Reach Areas

• For customers in rural areas or locations outside our standard delivery coverage, pickup services may be limited.
• In such cases, we will work with you to identify the nearest drop-off location or coordinate with trusted regional delivery partners.

Real-Time Updates and Support

• Once the pickup or drop-off is arranged, you can track the status of your return directly in the MOST app or by contacting customer support.
• Our support team is always ready to assist if you have questions or concerns during the return process.

Our Goal

We’re committed to making returns convenient and stress-free so that you can shop confidently with MOST!

4. Refunds Process

At MOST, we believe in fair and prompt refunds to maintain trust and satisfaction for our customers. Here’s what you can expect:

Verification and Inspection

• Once the returned item has been picked up or dropped off and is received by the vendor or MOST team, it will undergo an inspection process.
• The inspection ensures the item meets the eligibility criteria for refunds outlined in this policy (e.g., returned in original condition, not used or damaged).

Communication and Status Updates

• During the inspection process, you will receive notifications (via SMS, email, or app) to keep you informed:
  • When the return has been received
  • When the inspection is complete
  • When the refund has been approved (or denied, with reasons provided)

Refund Method

• Refunds are issued using the same payment method you used for the original purchase (e.g., mobile money, bank transfer, credit/debit card).
• If your original payment method is no longer available (e.g., expired card, closed account), our team will work with you to arrange an alternative refund method.

Refund Timeline

• Approved refunds will typically be processed within 7-14 business days from the date the return was received and approved.
• Refund timelines may vary depending on your payment provider’s processing time.

Partial Refunds and Deductions

• In some cases, a partial refund may be issued if:
  • The returned item is not in its original condition (e.g., missing parts, damage not caused by delivery).
  • The return was initiated for reasons other than vendor error (e.g., change of mind).
• Any deductions or adjustments will be clearly communicated to you before the refund is processed.

Exchanges and Replacements

• If you’ve requested an exchange rather than a refund and the replacement item is available, it will be shipped promptly after the return is processed.
• If the requested replacement is out of stock or unavailable, you will receive a full refund instead.

Vendor and Affiliate Responsibilities

• Vendors must cooperate with MOST to review and process refunds quickly and fairly.
• Vendors are expected to handle refunds and exchanges in line with this policy and their own stated return terms.

Dispute Resolution

• If there are disputes or concerns about your refund (e.g., amount, timing), you may contact MOST support at support@go-most.com.
• Our team will investigate and work with both you and the vendor to resolve the issue promptly and fairly.

Our Commitment

At MOST, we want you to shop with confidence, knowing that your refund will be handled transparently and efficiently. If you have any questions about your refund status or eligibility, please don’t hesitate to reach out!

5. Damaged or Defective Items

MOST is committed to ensuring your order arrives in perfect condition. However, in the rare event that an item arrives damaged, defective, or not as described, we’ll work with you to resolve the issue promptly.

Eligibility for Refunds or Replacements

• An item is considered damaged if it is broken, cracked, or physically compromised upon delivery.
• An item is considered defective if it does not function as intended, has manufacturing flaws, or fails to match the description on the product listing.
• Items that arrive in a different color, size, or style than what was ordered also qualify for a return or exchange under this policy.

Evidence Collection

• Customers are required to provide clear photos or videos showing:
  • The damaged or defective areas of the item
  • Any damaged packaging (if relevant)
  • The product label or order number for verification
• Submitting this evidence helps us process your request faster and ensure fair resolution.

Reporting Timeline

• Customers must report any damaged or defective items to MOST within 48 hours of delivery.
• Reports made after this period may not be eligible for free returns or refunds unless otherwise required by law.

Return or Exchange Process

• Once the claim has been verified, MOST or the vendor will offer the customer the following options:
  • A full refund to the original payment method
  • A replacement of the same item (if available)
  • An exchange for another item of equal value (if the customer prefers)
• Return shipping for damaged or defective items is always free of charge.

Vendor Responsibilities

• Vendors must:
  • Cooperate with MOST to resolve the claim promptly and fairly
  • Provide replacements for defective or damaged items when possible
  • Honor their product descriptions and quality guarantees
• Vendors who repeatedly supply damaged or defective goods may be subject to account review or suspension.

Delivery Partner Role

• MOST’s delivery agents are trained to handle packages with care to reduce the risk of damage during transit.
• If damage occurs during delivery, the delivery agent’s records and photos will help verify and support the customer’s claim.

Customer Support

• Customers can report damaged or defective items by:
  • Logging into their MOST account and initiating a return request
  • Contacting support via support@go-most.com or calling +26876344962
• Our team will guide you through the process and ensure you receive a fair resolution.

Our Promise

MOST takes pride in quality control and ensuring customer satisfaction. If you experience any issues, we’re here to make it right—quickly and transparently.

6. Partial Refunds and Deductions

At MOST, we aim to handle returns and refunds fairly and consistently. In some cases, a partial refund may be issued instead of a full refund. Here’s when and why:

When Partial Refunds Apply

• The returned item is not in its original condition, packaging, or has been used in a way that impacts its resale value (e.g., opened beauty or personal care items, missing tags).
• The return was initiated for reasons other than vendor error (e.g., customer changed their mind about a purchase that is otherwise in good condition).
• Missing parts or accessories that were originally included with the item (e.g., manuals, cables, protective packaging).
• Minor damages or cosmetic issues that occurred after delivery due to mishandling by the customer.

Examples of Partial Refund Scenarios

• A customer returns a kitchen appliance but forgets to include the user manual and warranty card.
• A piece of clothing is returned after being worn or washed, showing visible signs of use.
• A product is returned with original packaging that is damaged or missing important labels.

How Deductions Are Calculated

• Deductions will be based on the extent of the missing components or diminished resale value.
• The deduction amount will be reasonable and clearly communicated to the customer before processing the refund.
• Examples of typical deductions:
  • Missing accessories: 10-20% of item value
  • Damaged packaging: 5-10% of item value
  • Significant use or cosmetic damage: 20-50% of item value

Transparency and Notification

• Customers will receive clear communication about any partial refund decisions, including:
  • The reason for the deduction
  • The specific amount deducted
  • How the final refund amount was calculated
• Customers will have the opportunity to ask questions or appeal if they believe the deduction is incorrect or unfair.

Vendor and Affiliate Role

• Vendors are expected to cooperate in calculating deductions fairly and in line with this policy.
• Vendors must avoid imposing unreasonable deductions that could undermine customer trust or conflict with consumer protection laws.
• Affiliates should communicate this policy clearly to their referred customers to set fair expectations.

Questions or Disputes

• If you have concerns about a partial refund or deduction, please contact MOST support at support@go-most.com.
• Our team will review your case carefully and work with the vendor to ensure a fair outcome.

Our Goal

Partial refunds are designed to balance fairness and accountability—ensuring that MOST remains a trusted, transparent platform for everyone.

7. Vendor and Affiliate Responsibilities

At MOST, our vendors and affiliates play a key role in ensuring a seamless shopping experience for customers. To maintain high standards and trust, vendors and affiliates must adhere to the following responsibilities related to refunds, returns, and exchanges:

For Vendors

Transparent Listings and Descriptions

• Ensure that all product listings on the MOST platform are accurate, complete, and up-to-date.
• Clearly communicate return and refund policies for each product where applicable.
• Avoid misleading or exaggerated claims about product quality or features.

Prompt Handling of Returns and Refunds

• Process approved return requests quickly and fairly, minimizing customer wait times.
• Inspect returned items promptly and update MOST with the inspection outcome.
• Issue refunds or arrange exchanges in line with this policy and any applicable vendor-specific terms.

Fair Treatment of Customers

• Treat all customers fairly and respectfully, especially when handling disputes or complaints.
• Do not impose unreasonable deductions or reject valid return requests without justification.
• Work collaboratively with MOST support to resolve disputes promptly.

Compliance with Laws and Platform Standards

• Vendors must ensure compliance with local consumer protection laws, industry standards, and MOST’s Terms and Conditions.
• Failure to comply with these responsibilities may result in account suspension, financial penalties, or permanent removal from the platform.

For Affiliates

Honest Promotion of Products and Policies

• Affiliates must clearly communicate the key features of products and refund/return policies when promoting MOST offerings.
• Avoid making false claims or misrepresenting the return or refund process.

Support Ethical Practices

• Affiliates should actively promote ethical shopping practices and support policies that protect customer trust.
• Affiliates must not engage in fraudulent or misleading marketing that results in high return rates or disputes.

Referral Accountability

• If an affiliate’s marketing activities lead to a high volume of invalid or malicious returns, MOST reserves the right to review and adjust the affiliate’s commission rates or program eligibility.

Consequences of Non-Compliance

MOST reserves the right to:

• Withhold payouts for vendors or affiliates found to be in violation of this policy.
• Temporarily suspend or permanently terminate vendor or affiliate accounts engaged in unfair practices, including false advertising, repeated customer complaints, or refusal to honor approved returns.
• Collaborate with regulatory authorities if non-compliance violates local consumer protection laws.

Our Commitment

By following these responsibilities, vendors and affiliates help maintain a trusted, customer-centric marketplace that benefits everyone. MOST is dedicated to supporting your success while upholding high standards for fairness and transparency.

8. Exceptions and Final Decisions

While MOST strives to maintain a fair and consistent refunds and return policy, we recognize that exceptional circumstances may occasionally arise. Here’s how exceptions are handled:

Exceptions to Standard Policies

• Custom or Handmade Products:
  Items that are custom-made or personalized may have limited return eligibility unless they are defective, damaged, or not as described.
• Health and Safety Concerns:
  Products such as personal care items, hygiene goods, or perishables may not be eligible for return for health and safety reasons, unless there is a clear vendor error or damage during delivery.
• Seasonal or Clearance Items:
  Products purchased during clearance sales, flash deals, or seasonal promotions may have different return windows or conditions as specified at the time of sale.
• Vendor-Specific Terms:
  Certain vendors on the MOST platform may offer extended return periods or have product-specific return policies. These terms will be clearly outlined on the product page and must be honored by the vendor.

Case-by-Case Review

• MOST reserves the right to review each return or refund request on a case-by-case basis.
• Decisions may consider factors such as:
  • The reason for the return
  • The product’s condition
  • The vendor’s history and compliance
  • Customer history and the frequency of returns

Balancing Fairness and Protection

• Our goal is to balance fairness for customers with the protection of vendors and affiliates.
• MOST will strive to ensure that exceptions do not become an avenue for misuse or abuse of the returns process.

Final Decisions

• MOST’s final decision on any exception or dispute is binding, subject to applicable consumer protection laws in Eswatini.
• Customers and vendors will be notified in writing (via email, app, or SMS) of the final decision and the rationale behind it.

Escalation Process

• If a customer or vendor disagrees with MOST’s decision, they may appeal by contacting support@go-most.com and providing any additional supporting information.
• MOST’s management team will conduct a final review and issue a conclusive determination.

Our Commitment

By addressing exceptions thoughtfully, MOST ensures a fair, transparent, and trusted marketplace for everyone involved.