English
Refund Policy for Bigshop Kenya Ltd
Effective Date: 2024
At Bigshop Kenya Ltd ("Bigshop," "we," "us," or "our"), we aim to ensure customer satisfaction while maintaining a fair policy for all parties involved. This Refund Policy outlines the conditions and procedures for refunds on purchases made through our platform, www.bigshop.co.ke.
1. General Conditions for Refunds
Refunds are subject to the following general conditions:
Refunds are applicable only for products purchased through Bigshop's platform and covered under the vendor’s refund policy.
All refund requests must be initiated within 7 days of the purchase date unless otherwise stated in the vendor’s terms.
Refunds are processed only for products that are defective, damaged, not as described, or fail to meet agreed specifications.
2. Vendor Responsibility
a. Refund Policy Disclosure
Each vendor is required to clearly outline their refund policy for their products. Customers are encouraged to review the vendor’s refund policy before making a purchase.
b. Resolution of Refund Requests
Vendors are responsible for reviewing and resolving customer refund requests. Bigshop acts as an intermediary to facilitate communication and ensure fair resolution where necessary.
3. Non-Refundable Items
The following items are generally non-refundable unless explicitly stated otherwise by the vendor:
Perishable goods (e.g., food and flowers).
Customized or personalized products.
Digital goods, including software and eBooks, once downloaded or delivered.
Items marked as "final sale" or "non-returnable."
4. Refund Process
a. Initiating a Refund Request
Customers can initiate a refund request by contacting the vendor directly or reaching out to Bigshop’s customer support at [email protected] with the following details:
Order number
Product details
Reason for the refund request
Supporting evidence (e.g., photos of defective or damaged items)
b. Vendor Review
The vendor will review the refund request and communicate their decision within 3 business days of receiving the request. If additional time is required, the vendor must notify the customer.
c. Approval and Refund Issuance
If the refund request is approved, the vendor will issue the refund directly to the customer. The vendor is responsible for notifying Bigshop and providing proof of refund completion.
Bigshop’s portion of the transaction will not be refunded unless it is determined that the issue arose due to an error on our platform.
5. Disputes and Escalation
If a refund request cannot be resolved between the customer and the vendor, Bigshop may mediate the dispute to ensure a fair outcome. Customers can escalate disputes to Bigshop by contacting us at [email protected]. Bigshop’s decision on the matter will be final and binding.
6. Refund Method and Timeline
Approved refunds will be issued via the original payment method used by the customer. If the original payment method is unavailable, an alternative refund method may be arranged.
Refunds are typically processed within 7-10 business days from the date of approval, but processing times may vary depending on the payment provider.
7. Shipping Costs
Shipping costs are non-refundable unless the product was defective, damaged, or not as described.
If a return is required for a refund, the customer may bear the return shipping costs unless otherwise agreed with the vendor.
8. Changes to This Refund Policy
We reserve the right to update this Refund 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.
9. Contact Us
For any questions or concerns regarding this Refund Policy, please contact us at:
Bigshop Kenya Ltd
Email: [email protected]
Website: www.bigshop.co.ke
