English
Cancellation Policy for Bigshop Kenya Ltd
Effective Date: 2024
At Bigshop Kenya Ltd ("Bigshop," "we," "us," or "our"), we aim to provide a flexible and transparent cancellation process for our customers while ensuring fairness for our vendors. This Cancellation Policy outlines the terms and procedures for order cancellations on our platform, www.bigshop.co.ke.
1. General Conditions for Cancellations
Cancellations are allowed only for orders that have not yet been processed, shipped, or prepared by the vendor.
Orders can only be canceled through the Bigshop platform or by contacting our customer support team at [email protected].
Cancellation requests must include the order number and the reason for cancellation.
2. Vendor Responsibilities
a. Order Processing and Updates
Vendors must:
Clearly communicate order statuses (e.g., "processing," "ready for shipping") to Bigshop and customers.
Notify customers promptly if an order cannot be fulfilled to allow for timely cancellations.
b. Approving Cancellations
Vendors are required to review cancellation requests within 2 business days. If the order has not been processed, the vendor must approve the cancellation and notify both the customer and Bigshop.
3. Non-Cancellable Orders
The following orders are generally non-cancellable:
Orders that have already been shipped.
Customized or personalized items that have entered the production stage.
Digital goods once they have been downloaded or delivered.
Perishable goods (e.g., food and flowers) once prepared or shipped.
4. Cancellation Process
a. Initiating a Cancellation Request
Customers can initiate a cancellation request by:
Logging into their account on www.bigshop.co.ke and navigating to their order history.
Selecting the order they wish to cancel and providing the reason for the cancellation.
Alternatively, contacting Bigshop support at [email protected] with their order details.
b. Vendor Review
The vendor will review the request and:
Approve the cancellation if the order has not been processed.
Reject the cancellation if the order has already been processed or shipped, providing reasons for the rejection.
c. Notification
Customers will be notified of the outcome of their cancellation request via email or through their Bigshop account.
5. Refunds for Canceled Orders
If a cancellation is approved, the customer is eligible for a full refund of the purchase amount.
Refunds will be processed by the vendor and will follow the refund timeline outlined in Bigshop’s Refund Policy.
Shipping fees may be refunded if the cancellation is due to vendor delays or errors.
6. Bigshop’s Role
a. Mediation
Bigshop may mediate disputes between customers and vendors regarding cancellations to ensure a fair resolution.
b. Platform Responsibility
Bigshop facilitates the cancellation process but does not directly handle refunds or order modifications. Vendors are responsible for processing refunds and communicating directly with customers.
7. Changes to This Cancellation Policy
We reserve the right to update this Cancellation Policy from time to time. The updated policy will be posted on this page with the "Effective Date" revised accordingly. Continued use of our platform constitutes acceptance of the updated policy.
8. Contact Us
For any questions or concerns regarding this Cancellation Policy, please contact us at:
Bigshop Kenya Ltd
Email: [email protected]
Website: www.bigshop.co.ke
