REFUND POLICY
BuyKenya.biz
Last Updated: May 2026
-
Overview
This Refund Policy applies to all marketplace transactions conducted on BuyKenya.biz.
BuyKenya.biz uses an escrow-based payment system, meaning funds are held securely until delivery is confirmed. Refunds are therefore handled within this controlled transaction process.
-
Refund Eligibility
Customers may be eligible for a refund under the following conditions:
a) Non-Delivery
The order is not delivered within the agreed timeline
No valid proof of delivery is provided
b) Wrong Item Delivered
The item received does not match the order placed
c) Damaged or Defective Product
The product arrives damaged or unusable
d) Incomplete Order
Items are missing from the order
-
Non-Refundable Situations
Refunds will NOT be issued in the following cases:
- Customer confirms delivery and accepts the product
- Change of mind after delivery
- Incorrect order placed by the customer
- Minor variations in product appearance
- Delivery issues caused by incorrect customer details
-
Refund Process
Step 1: Report Issue
- Must be reported within 48 hours of delivery
- Submit via platform or email: info@buykenya.org
Step 2: Review & Verification
BuyKenya will assess:
- Order records
- Delivery confirmation
- Seller response
- Supporting evidence (photos, communication)
Step 3: Resolution
If approved:
- Refund issued from escrow (if not yet released), OR
- Recovered from seller where applicable
Step 4: Processing Timeline
- Refunds processed within 7–14 business days
- Returned via original payment method:
- M-Pesa
- Visa / Mastercard
-
Escrow Protection
All transactions are protected by escrow:
- Funds are not released to the seller until delivery is confirmed
- This ensures refunds can be processed fairly in case of disputes
-
Seller Accountability
Sellers are responsible for:
- Accurate product listings
- Timely fulfillment
- Delivering quality products
Non-compliance may lead to:
- Refund enforcement
- Account suspension
-
Relationship with Subscription Refunds
This policy applies only to marketplace purchases on BuyKenya.biz.
Subscription services within the BuyKenya ecosystem are governed separately and are generally non-refundable, except in cases such as duplicate payments or system errors.
-
Contact
For refund requests:
- Email: info@buykenya.org
- Phone: +254 754 252 520 / +254 757 234146
-
Policy Updates
BuyKenya reserves the right to update this Refund Policy at any time. Continued use of the Platform constitutes acceptance of any revisions.