mombasani.com

Mombasani.com Return & Refund Policy

At Mombasani.com, we are committed to providing a safe, fair, and satisfactory experience for both buyers and sellers. As an online marketplace, we facilitate connections between users and do not directly sell or ship items. Return policies may vary by seller, but the following platform-wide guidelines apply to ensure clarity and protection for all parties:

1. Buyer Return Rights

Buyers may request a return if a product:

  • Is defective or damaged upon delivery.

  • Significantly differs from the description or photos in the listing.

  • Is the wrong item delivered by the seller.

Procedure:

  • Buyers must contact the seller within 3 calendar days of receiving the item to initiate a return.

  • Items must be unused, in original condition, and include all original packaging and documentation.

  • Buyers are encouraged to provide photos or videos documenting the item’s condition to support verification.

2. Seller Responsibilities

Sellers must:

  • Clearly display their return policy on each product listing.

  • Respond to return requests within 48 hours.

  • Accept responsibility for return shipping costs or arrange a replacement for defective, damaged, or incorrect items at no extra cost to the buyer.

  • Cooperate fully with Mombasani.com during any dispute resolution process.

3. Items Not Eligible for Return

The following items cannot be returned, except in cases of defect, damage, or error:

  • Perishable goods (e.g., food, flowers).

  • Personalized or custom-made items.

  • Intimate or hygienic products (e.g., undergarments, cosmetics).

  • Services, bookings, or digital products, unless otherwise specified by the seller.

4. Services, Tours, and Packages

  • For services, tours, trips, or bookings via Mombasani.com, refunds or rescheduling must be arranged directly with the service provider.

  • Service providers must clearly communicate their cancellation, refund, and rescheduling policies before booking.

  • Mombasani.com may assist in disputes but is not responsible for the quality, completion, or safety of any services.

5. Dispute Resolution

  • If a resolution cannot be reached between buyer and seller, the issue may be escalated to Mombasani.com Customer Support within 7 days of item delivery.

  • Our support team will review evidence from both parties and make a decision based on platform policies.

  • Sellers failing to comply with policies may face temporary or permanent suspension of their account.

6. Refund Process

  • Once a return is accepted by the seller, a refund will be processed via the original payment method within 7–10 business days.

  • For M-Pesa or direct cash payments, refunds may be issued manually through the original channel or a mutually agreed alternative.

  • Refunds may be partial or withheld if items are returned damaged, used, or missing original packaging, at the discretion of Mombasani.com.

7. Platform Rights & Limitations

  • Mombasani.com facilitates transactions but is not a party to buyer-seller agreements.

  • While we assist in dispute resolution, we cannot guarantee successful returns, refunds, or resolution of disputes.

  • By using the platform, buyers and sellers agree to abide by this policy.

8. Contact & Support

For return or refund inquiries, contact us:

9. Policy Updates

Mombasani.com reserves the right to update or amend this Return & Refund Policy at any time to ensure marketplace integrity and improved user experience. Continued use of the platform constitutes acceptance of the revised policy.