Last updated: 1 August 2026
You can cancel an order from your Orders page as long as the Seller has not yet confirmed or shipped it. Once cancelled, any payment already taken is refunded in full to your original payment method within 5–10 business days.
Most items can be returned within 7 days of delivery if they arrive damaged, defective, or materially different from their listing. To start a return, message the Seller directly from your order, or contact Ekshop support if the Seller is unresponsive.
Some items are not eligible for return, including:
Once a return is approved by the Seller (or by Ekshop in a disputed case), the refund is issued to the payment method used at checkout. Paystack refunds typically reflect within 5–10 business days, depending on your bank.
If an order fails to arrive and tracking shows no delivery activity for an extended period, contact support, and we will work with the Seller or delivery agent to resolve it, and issue a full refund if the order cannot be located or fulfilled.
If you and a Seller cannot resolve a return or refund directly, Ekshop can step in to mediate. Reach out with your order number and details of the issue, and we'll review the case.
For help with a return or refund, contact support@ekshop.co.ke with your order number.
