📦 Delivery Process

• 1. Manual Delivery: The seller is responsible for delivering the item, either directly or through a trusted third party.
• 2. Delivery Confirmation: The customer must confirm delivery via a dedicated button in their user dashboard.
• 3. Seller Payment: Once confirmed, Softadastra releases the funds to the seller.
• 4. Clear Tracking: You can track your order status in real time via your dashboard.

⏱ Delivery Times

Delivery timeframes vary based on the seller's and customer's locations:

• Kampala: Often delivered within 24–48 hours
• DRC (Kinshasa, Goma, Lubumbashi...): 2 to 5 business days
• Other cities: As agreed with the seller (the seller must communicate the estimated delivery time)

Tip: Contact the seller directly from the product page to agree on a specific delivery method or timeframe.

💰 Shipping Fees

• Fees are set by the seller based on package size (small, medium, large) and destination.
• They are clearly displayed on each product page.
• Customers pay the delivery fee directly to the seller upon delivery or as previously agreed.

🔁 Return Policy

At Softadastra, we aim for fair and transparent transactions between buyers and sellers.

• 1. Returns accepted within 3 days after delivery if the item is defective or doesn't match the description.
• 2. Proof required: The buyer must provide photo or video evidence of the issue.
• 3. Amicable resolution: Softadastra encourages sellers to offer exchanges or full/partial refunds if needed.
• 4. No automatic returns: Each return must be validated by the seller and Softadastra in case of disputes.

💳 Refunds

• Refunds are only issued if the item is returned and confirmed as non-compliant.
• Softadastra serves as a mediator in case of serious disputes.
• Refunds are credited to the user's wallet (to be reused on the platform) or on request via the original payment method.

🛡 Buyer Protection

• Softadastra withholds payment until the buyer confirms delivery.
• If there’s an issue, a claim can be submitted from your account within 3 days after delivery.
• Our dedicated support team ensures fair dispute resolution.

❓ Frequently Asked Questions

• What if my item is delayed?
  Contact the seller directly or reach out to our support team. Order statuses are updated automatically.
• What if I’m not satisfied?
  Report the issue using the "Claim" button within 3 days after delivery.
• How do I contact the seller?
  Each product page allows you to send a message directly to the seller.

Need Help?

Our team is available to assist you:

• 💬 Live chat (via your account)
• 📧 Email: support@softadastra.com
• 📱 WhatsApp support available in the Contact section