Refund, Cancellation & Return Policy

1. Order cancellations and pre-shipment modifications

Buyers maintain the statutory right to cancel any order without penalty, provided that the order has not yet been formally confirmed or dispatched for shipping by the designated Seller. To exercise this right:

• Self-Service Cancellation: Buyers may initiate a cancellation directly through their Orders page on the Platform.
• Seller Processing Threshold:Once a Seller changes the order status to "Confirmed" or "Shipped", self-service cancellation is disabled, and the transaction moves to the returns process below.
• Financial Reversal Timeline: Upon verified pre-shipment cancellation, any funds already captured will be fully reversed to the original channel of payment. Refunds to credit or debit cards or other payment networks will reflect within 5 to 10 business days, subject to standard interbank processing cycles.

2. Return authorization

Unless listed under the exemptions below, physical merchandise purchased via the Platform is eligible for return within seven (7) calendar days from the verifiable time of delivery. Returns are limited to items meeting the following criteria:

• The item arrived physically damaged or structurally compromised during transit.
• The product has operational defects or fails to function in accordance with the manufacturer specifications.
• The item delivered is materially different, mislabeled, or variant-mismatched relative to the product listing published by the Seller.

How to start a return

To start a return, open the order and message the Seller with your return request. If the Seller fails to respond, acknowledge, or meaningfully engage with the request within forty-eight (48) business hours, escalate the matter to Ekshop Support at supportteam@ekshop.store for platform-level intervention.

Non-returnable items

For public health, sanitation, and safety reasons, the following product categories are excluded from return eligibility and will not be accepted under any circumstances:

• Perishable Goods: Fresh foodstuffs, beverages, agricultural products, or items with rapid expiration.
• Personal Care & Hygiene Products: Opened cosmetics, skincare, personal grooming devices, and intimate apparel that have been unsealed after delivery.
• Final Sale Items:Clearance stock, custom-tailored goods, or items clearly designated as "Final Sale" at the moment of purchase.
• Post-Delivery Misuse: Products showing wear, physical alteration, internal damage, or environmental exposure resulting from mishandling after delivery.

3. How refunds are paid

Once a return is formally authorized by the Seller, or cleared by an Ekshop dispute ruling, the refund is issued. Where the refund goes depends on how you paid:

M-Pesa refunds usually reflect almost instantly once authorized, without the delays of bank transfers. Ekshop does not offer cash-in-hand refunds or refunds to any other third-party destination, in line with anti-money laundering (AML) requirements.

4. Logistics failures and non-delivery

If an order fails to arrive at the delivery address and tracking shows no transit activity for an unreasonably long period, the Buyer should alert Ekshop Support. Ekshop will investigate with the delivery partner and the Seller. If the shipment is verified as permanently lost, misrouted, or unfulfilled, a refund of 100% of the purchase value, including delivery fees, will be processed immediately.

5. Dispute resolution and platform mediation

Where the Buyer and the Seller cannot agree on a return or refund, either party may ask Ekshop to intervene. Send an escalation containing the order reference number, photographic or written evidence of the problem, and your messages with the other party. Ekshop will review the case and issue a binding resolution within seventy-two (72) business hours.

6. Contact

For claims, return authorizations, ongoing disputes, or questions about this policy, contact our support desk at supportteam@ekshop.store, or use "Contact Support" on the Messages page while signed in. Please include your order number.