Returns & Refund Policy

Last updated: September 2026

1. Overview

Thank you for shopping on Komiu-Trade. This Returns & Refund Policy explains how returns, refunds, exchanges, and cancellations are handled on our marketplace. Because Komiu-Trade connects buyers with independent sellers, return and refund processes involve both the platform and the seller.

2. Order Cancellation

Buyers may cancel an order under the following conditions:

Before dispatch: Orders that have not yet been dispatched by the seller can be cancelled by contacting the seller via in-app chat or by contacting platform support. A full refund will be issued.
After dispatch: Once an order has been dispatched, cancellation is no longer possible. The buyer must wait to receive the item and then follow the returns process below if needed.

Sellers may cancel an order if they are unable to fulfil it (e.g. out of stock). In such cases, the buyer receives a full refund automatically.

3. Eligibility for Returns

A product is eligible for return if:

The return is requested within 3 days of delivery
The product is defective, damaged, or materially different from the listing description
The product is in its original packaging and condition (where applicable)

The following are not eligible for return:

Perishable goods (food, flowers, fresh produce)
Custom-made or personalised items
Digital products, paid blog content, or services that have been fully delivered
Items that have been used, altered, or damaged by the buyer
Products purchased on a clearance or final-sale basis where explicitly stated

4. How to Request a Return

To initiate a return:

Contact the seller through the in-app chat within 3 days of receiving your order
Describe the issue and provide clear photographs of the item (and packaging if damaged in transit)
The seller will review your request and respond within 48 hours
If the seller approves the return, they will provide instructions for sending the item back

If the seller does not respond within 48 hours, or you cannot reach a resolution, escalate the matter through our Support channel or by emailing support@komiunity-trade.com.

5. Return Shipping

If the return is due to a defective product or seller error, the seller bears the return shipping cost.
If the buyer is returning the product for any other eligible reason, the buyer bears the return shipping cost.

Save all packaging materials and do not discard any items until the return is fully resolved.

6. Refund Process

Once a return is approved and the item has been received by the seller:

A full refund of the item price (excluding original delivery fees, unless the return is due to seller error) will be processed
Refunds are issued through the same payment method used for the original purchase — M-Pesa funds return via M-Pesa, card payments return to the card
Refund processing takes up to 7 business days from the date the return is approved
You will receive a notification (email and/or push) when the refund has been processed

7. Exchanges

Direct exchanges are handled between the buyer and seller. If the seller agrees to an exchange, the buyer returns the original item and the seller ships the replacement. If the replacement item is a different price, the difference is settled between the parties.

8. Dispute Resolution

If a buyer and seller cannot agree on a return or refund:

The buyer escalates the dispute through the platform's support channel
The Komiu-Trade support team reviews the order details, communications, and any evidence provided by both parties
A resolution is issued within 5 business days, which may include a full refund, partial refund, replacement, or denial of the claim
The platform's decision on disputes is final

9. Damaged Goods

If goods arrive damaged due to shipping:

Do not discard the packaging
Contact the seller immediately via in-app chat with photographs
The seller will arrange a replacement or refund at their expense
If the seller is unresponsive, escalate to platform support

10. Services and Broadcasts

For service-type orders and broadcast bids:

Refunds for services are available only if the service was not delivered as described
If a service has been partially delivered, a partial refund may be issued at the platform's discretion
Broadcast bid deposits follow the same refund process as product orders

11. Changes to This Policy

We may update this Returns & Refund Policy at any time. Changes take effect immediately upon posting. The "Last updated" date at the top of this page reflects the most recent revision.

12. Contact

For questions about returns or refunds, email support@komiunity-trade.com or visit our Contact page.