Returns Policy

1. Reporting a Problem

If your order arrives damaged, is not as described, is the wrong item, never arrives, or you have another problem with it, open the order from your Order History and choose "Report a problem." Select the reason that best matches what happened and add any additional details that will help us review it.

2. When You Can Report

You can report a problem on any order that has not already been cancelled, refunded, or returned — including an order that is still in progress, not only ones already marked delivered.

3. What Happens Next

The Vendor who fulfilled your order can see your report. An HTM administrator reviews it and reaches a resolution — this may be a clarification with no refund, or a refund of some or all of the order amount.

4. Refunds

Approved refunds are issued in US Dollars, the platform's official accounting currency, regardless of whether you originally paid in USD or Somaliland Shillings (SLSH) — SLSH is only a payment-choice display figure at checkout, not a separate accounting currency.

A refund does not require or force any change to your order's ongoing delivery status; you may still receive an in-progress order after a refund is issued for a reported problem.

5. One Report at a Time

Only one open report is allowed per order at a time. If your first report is resolved and a new problem comes up, you can open a new one.

6. Returning an Item

For eligible delivered orders, you can request a return directly from your Order History — no need to contact the Vendor or administrator first. Select the item(s), choose a reason, and submit your request. HTM reviews the request and will approve or decline it; if approved, you'll be refunded (see "Refunds" above) once the return is complete. See "Return Window" below for the time limit and the condition your item must be in.

7. Escalation

If you believe your report was not resolved fairly, you can contact us using the details on our About page.

8. Return Window

You can return an item within 2 days of receiving it. It must be unused, undamaged and in its original condition.