Last updated: 20 October 2026
We want every buyer and seller to have a good experience. If something goes wrong, this is how we deal with it.
1. Step 1: Talk to the other party
For most problems, the fastest fix is to contact the vendor (or the buyer) through the chat or contact details on the order, and explain the problem clearly. Allow up to 3 working days for a reply.
2. Step 2: Contact GulioLetu
If the problem is not solved, contact us using phone +255 753 786 858, WhatsApp +255 753 786 858 or email info@gulioletu.com. Please include:
- your name and phone number or email;
- the order number and product name;
- what happened and what outcome you want;
- photos, screenshots or messages that support your complaint.
3. What happens next
- Within 2 working days: we confirm that we received your complaint.
- Within 7 working days: we review the facts, contact both sides and try to agree a fair solution (mediation).
- Complex cases may take up to 14 working days. We will keep you updated.
4. Possible outcomes
- Replacement, repair or refund.
- Partial refund or compensation agreed by both sides.
- A warning, restriction or removal of a vendor who breaks our rules.
- Decline of the complaint, with an explanation, if it is not supported by the evidence.
5. Complaints about vendors, listings or fraud
Report fake products, scams, misleading listings, abusive behaviour or prohibited items to us straight away. We may suspend the account or listing while we investigate.
6. Disputes between vendors and GulioLetu
Vendors should follow the dispute steps in the Vendor Agreement.
7. If you are still not satisfied
You may take your complaint to the relevant consumer protection authority in Tanzania, or to the courts. Please keep all messages, receipts and photos as evidence.
8. Fair and respectful conduct
We treat all complaints seriously and in confidence. Abusive or threatening behaviour towards our team or other users is not accepted.