Refund policy
Samoa Market is a marketplace. Every product is sold and supplied by one of our partner stores in Samoa, and your receiver collects it from that store (or gets it delivered where the store offers delivery). This policy explains what happens when something goes wrong.
Out-of-stock items
We and our partner stores try to keep stock up to date, but sometimes an item sells out after you order. If that happens, the store will offer your receiver in Samoa one of these:
- A replacement item of equal or lesser value, with any difference refunded or kept as store credit at that store
- A refund for the sold-out item
Some stores can’t refund in store. In that case, your receiver chooses a replacement, or we refund the item to you, the sender.
Problems with quality
If there’s a problem with an item, your receiver should take it back to the store with the order receipt, within that store’s returns timeframe. The store will offer an exchange or refund under its own returns rules.
Items that can’t be refunded
- Cash power vouchers and other electricity tokens once the token has been sent
- Water and other bill payments once they’ve been made to the account you entered
- Food, takeaway meals and cakes once they’ve been collected, unless there’s a quality problem
- Gift vouchers
Orders not collected
Orders must be collected within 7 days of the order being placed. After 7 days, the store may apply its new prices, which can mean smaller quantities or swapped products. Please make sure your receiver knows their order is ready.
Cancelling an order
To cancel, contact us as soon as possible with your order number. If the store hasn’t prepared or handed over the order yet, we’ll cancel it and refund you.
How refunds are paid
Refunds are paid back to the card or payment method used at checkout, in the currency you paid in (NZD). Once approved, it usually takes 5–10 business days to show, depending on your bank. If you’d rather, we can give you Samoa Market store credit instead.
Get help
Email support@samoamarket.com with your order number, or message us on Facebook. You can also call our team in Samoa during working hours: +685 29253 (landline), +685 750 7412 (Vodafone), +685 777 3445 (Digicel).