Returns And Refund — Afriishop

Afriishop - Kenya's Trusted Online Marketplace

Last Updated: December 11, 2025

IMPORTANT NOTICE
Afriishop is a classifieds platform that connects independent buyers and sellers. We facilitate the listing and discovery of items but are not directly involved in transactions between users. Returns and refunds are subject to agreement between buyers and sellers.

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1. UNDERSTANDING AFRIISHOP'S ROLE

Afriishop operates as an online classifieds marketplace, similar to a digital bulletin board where sellers can advertise their products and services, and buyers can find what they need. As such:

• We do not own, sell, or ship the items listed on our platform
• We do not handle payments directly for peer-to-peer transactions
• Transactions occur directly between buyers and sellers
• Each seller is an independent entity responsible for their own listings

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2. BUYER'S RIGHT TO RETURN

2.1 General Return Rights

As a buyer on Afriishop, you have the right to:
• Inspect items thoroughly before completing a purchase
• Request detailed information and additional photos from sellers
• Negotiate return terms with the seller before completing the transaction
• Report listings that are fraudulent or misrepresented

2.2 When Returns May Apply

Returns may be negotiated between buyer and seller in the following circumstances:

• Item Not as Described: The item received significantly differs from the listing description or photos
• Defective Items: The item is damaged, broken, or non-functional when it was advertised as working
• Wrong Item Received: You received a completely different item than what was advertised
• Safety Concerns: The item poses health or safety risks not disclosed in the listing

2.3 When Returns Do Not Apply

In the following situations, sellers are typically not obligated to accept returns:

• Buyer's remorse or change of mind (unless seller agrees)
• Items sold "as is" or "for parts" with clear disclaimers
• Used items with wear and tear that was disclosed in the listing
• Custom or personalized items made to buyer's specifications
• Services that have already been rendered
• Perishable goods (food items)
• Digital products or software once accessed

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3. RETURN PROCESS

Step 1: Contact the Seller Immediately

If you have an issue with your purchase:
1. Contact the seller through Afriishop messaging or the contact information provided
2. Clearly explain the issue with photos or videos as evidence
3. Reference the listing and transaction details
4. Attempt to reach an amicable solution

Step 2: Document Everything

• Keep all communications with the seller
• Take photos or videos of the item condition
• Save the original listing screenshots
• Keep receipts or payment records

Step 3: Return Timeline

We recommend addressing return issues within:
• 24-48 hours for perishable items or urgent matters
• 7 days for most general merchandise
• 3 days for electronics and high-value items

Step 4: If Resolution Fails

If you cannot reach an agreement with the seller:
• Report the issue to Afriishop through our Contact Us page
• Provide all documentation and evidence
• We will review the case and may take action against fraudulent sellers
• For significant disputes, consider legal recourse or consumer protection agencies in Kenya

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4. REFUND POLICY

4.1 Peer-to-Peer Transaction Refunds

Since transactions occur directly between buyers and sellers:
• Refunds are negotiated between the buyer and seller
• Afriishop does not process or guarantee refunds for peer-to-peer transactions
• Payment method determines refund processing (M-Pesa, bank transfer, cash, etc.)
• Refund timelines depend on the payment method used and seller cooperation

4.2 Afriishop Service Fees

If you have paid for premium listing services or advertising on Afriishop:
• Featured Ads: Refundable within 24 hours if ad was not published
• Subscription Plans: Non-refundable once activated
• Technical Issues: If our platform errors prevent your ad from displaying, we will issue a credit or refund

4.3 Refund Processing Time

For Afriishop service fees eligible for refunds:
• M-Pesa refunds: 1-3 business days
• Bank transfers: 5-7 business days
• Account credits: Immediate

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5. SAFETY AND BEST PRACTICES

5.1 For Buyers

• Meet in safe, public locations for in-person transactions
• Inspect items thoroughly before making payment
• Use secure payment methods that offer buyer protection when possible
• Verify seller identity and check their ratings/reviews if available
• Get written agreements for expensive items, including return terms
• Trust your instincts - if a deal seems too good to be true, it probably is

5.2 For Sellers

• Describe items accurately with clear, honest descriptions
• Include multiple photos showing item condition from different angles
• Disclose all defects or issues upfront
• State your return policy clearly in the listing
• Respond promptly to buyer inquiries
• Honor your commitments regarding returns and refunds

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6. PROHIBITED TRANSACTIONS

Afriishop prohibits the sale of certain items. Returns/refunds for the following are not supported:

• Illegal items or services
• Stolen property
• Counterfeit goods
• Weapons and ammunition (without proper licensing)
• Alcohol and tobacco products to minors
• Prescription medications
• Live animals (unless compliant with local regulations)

If you encounter such listings, please report them immediately.

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7. DISPUTE RESOLUTION

7.1 Afriishop Mediation

While we do not guarantee refunds for peer-to-peer transactions, we can assist by:
• Facilitating communication between buyers and sellers
• Reviewing evidence and providing recommendations
• Taking action against users who violate our Terms of Service
• Banning fraudulent sellers from the platform

7.2 Legal Recourse

For serious disputes, consider:
• Consumer Protection Unit, Kenya: File complaints for fraud or misrepresentation
• Small Claims Court: For disputes under KES 1,000,000
• Police Report: For suspected criminal activity or fraud

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8. CATEGORY-SPECIFIC GUIDELINES

8.1 Electronics and Appliances
• Test items before finalizing the purchase
• Check for warranty validity and transferability
• Verify serial numbers and authenticity
• Return window typically 3-7 days if defective

8.2 Vehicles
• Conduct thorough inspection and test drive
• Verify ownership documents and registration
• Check for outstanding loans or legal issues
• Consider professional inspection for used vehicles
• Returns are rare; ensure satisfaction before purchase

8.3 Real Estate/Property
• Verify land titles and ownership with relevant authorities
• Conduct due diligence through a lawyer
• Refunds subject to signed agreements and contracts
• Follow legal property transfer procedures

8.4 Services
• Clearly define scope of work before engagement
• Discuss refund terms for incomplete or unsatisfactory work
• Services rendered typically non-refundable
• Partial refunds may apply for incomplete services

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9. USER RESPONSIBILITIES

9.1 Buyer Responsibilities
• Read listings carefully and ask questions before purchasing
• Meet sellers in safe, public locations
• Inspect items thoroughly before payment
• Keep records of all transactions
• Report suspicious or fraudulent activity

9.2 Seller Responsibilities
• Provide accurate descriptions and photos
• Respond to buyer inquiries promptly
• Honor stated return policies
• Provide items as described in listings
• Maintain professional conduct

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10. FRAUD PREVENTION

Red Flags to Watch For:
• Sellers requesting payment before inspection
• Prices significantly below market value
• Pressure to complete transactions quickly
• Requests for payment via untraceable methods
• Sellers unwilling to meet in person or video chat
• Poor quality or stock photos instead of actual item photos
• Sellers with no transaction history or reviews

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11. CHANGES TO THIS POLICY

Afriishop reserves the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of the platform after changes constitutes acceptance of the revised policy. We encourage users to review this policy periodically.

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12. LIMITATION OF LIABILITY

Afriishop provides a platform for users to connect but is not a party to transactions between buyers and sellers. We are not liable for:

• Quality, safety, or legality of items advertised
• Ability of sellers to complete transactions
• Ability of buyers to pay for items
• Disputes between buyers and sellers
• Content of user communications

Users engage in transactions at their own risk and are responsible for due diligence.

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NEED HELP?

If you have questions about this Return and Refund Policy or need assistance with a transaction issue, please Support Hours: Monday - Friday: 8:00 AM - 6:00 PM EAT

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This policy should be read in conjunction with our Terms of Service, Privacy Policy, and Safety Guidelines.