1. Purpose
This Policy sets the minimum standard that all Vendors on Nusoko must honour for returns, refunds, and exchanges. Vendors may offer more generous terms but may not offer less than this Policy or Kenyan consumer protection law provides.
2. Who Decides What
| Step | Responsible Party |
|---|---|
| Initial return/refund request | Customer, submitted via the Nusoko Platform order page |
| First response and decision | The Vendor (or Supplying Vendor, for a resold item) — within 48 hours |
| Escalation where the Vendor does not respond or the Customer disputes the decision | Nusoko, via the Dispute Resolution Process |
| Final binding decision on an escalated case | Nusoko, applying this Policy and Kenyan consumer law |
| Executing the refund payment | Nusoko, via its payment infrastructure, once approved by the Vendor or by Nusoko on escalation |
| Bearing the cost of the refund | The Vendor, deducted from settlement, except where fault lies with Nusoko’s own systems or logistics |
3. Eligible Grounds for Return, Replacement, or Refund
A Customer is entitled to request a return, replacement, or refund where:
- the product is defective, damaged, or not of merchantable quality;
- the product materially differs from its listing (wrong item, wrong specification, or counterfeit);
- the product was not delivered within a reasonable time and the Customer no longer wants it; or
- any other ground recognised under the Consumer Protection Act, 2012.
Vendors may additionally define change-of-mind return windows per category, clearly disclosed at listing (for example, “7-day returns”), which must not fall below any statutory minimum.
4. Non-Returnable Categories
Certain categories (for example, perishable goods, intimate or hygiene products, and made-to-order items) may be marked non-returnable for change-of-mind reasons. Defective or misdescribed items in these categories remain eligible for remedy under Section 3(a)–(b).
5. Process
- The Customer opens a return or refund request on the order, stating the reason and attaching supporting evidence (for example, photographs).
- The Vendor (or Supplying Vendor, for a resold item) is notified and must respond within 48 hours.
- If approved, the Vendor arranges collection or return per its stated process, or confirms a refund without return, at its discretion and consistent with category rules.
- If declined, or if there is no response within 48 hours, the Customer may escalate to Nusoko Support, triggering the Dispute Resolution Process.
- Once a refund is approved — by the Vendor directly, or by Nusoko on escalation — Nusoko processes the refund to the Customer’s original payment method within 5–10 business days, subject to the payment provider’s processing times.
6. Reseller (“Sell With No Stock”) Orders
Where an order was placed through a Reseller’s storefront, the return or refund request routes to the Supplying Vendor, who fulfilled the order and holds the product responsibility under the Vendor Agreement. The Reseller may be copied for visibility and may assist with Customer communication, but the fulfilment-side decision remains with the Supplying Vendor.
7. Refund Timing & Method
Refunds are issued to the Customer’s original payment method (mobile money, card, or other approved channel) within the timeframe stated in Section 5, subject to the relevant payment provider’s own processing times, which Nusoko does not control.
8. Fraudulent or Abusive Claims
Nusoko may decline a refund request found to be fraudulent or abusive (for example, repeated unsubstantiated claims), and may take action against the relevant account under the Terms of Service.
9. Contact
Return and refund requests must be submitted via the order page, or by contacting Nusoko Support at support@nusoko.co.ke. Please do not send products directly to Nusoko unless expressly instructed to do so.
This Policy is incorporated by reference into, and should be read together with, the Nusoko Terms of Service and Vendor Agreement.