Returns And Refund Policy

Last updated: [1 October 2026]

This Returns & Refund Policy explains when and how you can return an item or get a refund on Kwinty Mall. It works together with our Terms & Conditions. Because Kwinty Mall is a marketplace, most goods are sold by independent sellers, and returns are handled with the seller — but our buyer-protection process is there to keep you safe.

1. Buyer protection (how it works)

When you pay for an order, your payment is held securely and is only released to the seller once your order is delivered and you confirm it — or after a set period if no issue is raised. This means that if something goes wrong before you confirm, we can refund you instead of releasing the money to the seller.

Always check your order before confirming delivery. Confirming delivery (for example by giving the rider your delivery code, or marking the order received) tells us the order is correct and releases payment to the seller.

2. When you can request a refund or return

You may raise a claim if:

• your order was not delivered;
• the item is significantly not as described (wrong item, wrong size/colour, missing parts);
• the item arrived damaged or faulty; or
• you received the wrong quantity.

3. Items that cannot be returned

For health, safety and practical reasons, some items cannot be returned unless they are faulty or wrong, including:

• perishable goods (food, fresh produce);
• personal, hygiene or intimate items once opened;
• made-to-order or customised items;
• digital products, airtime or vouchers; and
• items marked "no returns" on the product page.

4. Time limits

To be protected, raise any issue before you confirm delivery, or within [24–48 hours] of receiving your order for items that arrive faulty or not as described. Claims made after payment has been released to the seller are handled at the seller's discretion.

5. How to request a return or refund

1. Do not confirm the order if something is wrong.
2. Report the issue through the Platform (on your order, or via [support@kwintymall.com]) with your order number and a short description.
3. Include photos where the item is damaged, faulty or not as described.
4. We will review the claim with the seller and let you know the outcome.

6. Condition of returned items

Where an item must be returned, it should be in the same condition you received it, with any packaging, tags and accessories, unless it is faulty. Items that have been used or damaged after delivery may not qualify for a full refund.

7. Who pays for return delivery

If the return is because of our or the seller's error (wrong, damaged or faulty item), the return delivery cost is covered for you. If you change your mind and the seller accepts the return, you may be responsible for the return delivery cost.

8. How refunds are paid

Approved refunds are paid back to your M-Pesa number used for the order. Once a refund is approved, it is normally processed within [a few hours to 3 business days]. Delivery fees may be non-refundable where the delivery was completed, unless the whole order was at fault.

9. Order cancellations

You may cancel an order before it has been dispatched for a full refund. Once an order is on its way, it is treated as a return under this Policy. Sellers may also cancel an order (for example if an item is out of stock), in which case you are refunded in full.

10. Seller responsibilities

Sellers are responsible for the quality and accuracy of their goods and for resolving genuine complaints fairly and promptly. Repeated valid complaints may affect a seller's standing on the Platform.

11. Contact us

Need help with a return or refund?

Email: [support@kwintymall.com]
Phone: [+254 7XX XXX XXX]
Web: kwintymall.com