Seller Policy and GuidelinesEnglish
Refund and Return Timelines
2025-03-17 09:45:50
How long will I receive a refund?
Once your refund has been approved by system, it will typically be processed within1-3 working days.
-Refund only : total 1- 12 days
The specific refund methods are as follows:
| Country | Payment method | Refund Channel | Refund time |
| Kenya | Direct M-PESA | Mpesa (if Mpesa account incorrect or unvalid, will refund to the/ WallAccount Balance/Wallet) | within 24 hours |
| Account Blance/Wallet | Account Balance/Wallet | within 24 hours (Withdraw takes another1- 3 days) | |
| iPay（Bank card, mobile money, airtel) | iPay | 3-5 days | |
| Pastack（Bank card) | Pastack | 7-12 working days |
-Return & Refund: total 7-10 days from return received
-Exchange: total 7-15 days from return received
-Repair: it depends on service center repair time, total 30- 50 days from return received (we suggest you send to service center for the fast resolution)
How long does it take for a return to be received?
From the time your item is successfully collected by the rider or dropped off at a pickup station, the return delivery timeline varies depending on the location.
| Location | Return Type | Delivery Timeline (From item collection till signed) |
| Nairobi | Door-Collect | 2-5 working days |
| Elgeyo-Marakwet Kirinyaga Kitui | Send to G4S/Kilishop | 4-5 working days |
| Marsabit Embu Baringo Nandi | Send to G4S/Kilishop | 6-7 working days |
| Lamu Narok Kisii Meru Homa Bay Muranga | Send to G4S/Kilishop | 8-9 working days |
| Busia/Bomet/Bungoma/Isiolo/Garissa/ Kwale/Kilifi/Kericho/Kakamega/Kajiado/Kisumu/Kiambu/ Tana River/Taita-Taveta/Trans-Nzoia/Tharaka-Nithi/Turkana/Laikipia/ Mombasa/Machakos/Makueni/Migori/Nairobi /Nyamira/Nyandarua/Nyeri/Nakuru/ Pokot West/Samburu/Siaya/Vihiga/Uasin Gishu | Send to G4S/Kilishop | 10 working days |
