Return Policy

Return & Refund Policy

At OdaBuy.com, your satisfaction is our top priority. We strive to provide a seamless, equitable, and transparent shopping experience for both buyers and sellers. This Return & Refund Policy explains when and how customers may return items purchased on our platform, and the conditions under which refunds are processed.

1. Eligibility for Returns

Customers may request a return or replacement under the following circumstances:

1. Damaged or Defective Items: If the product arrives broken, defective, or non-functional.
2. Wrong Item Delivered: If you receive an item that is different from what you ordered.
3. Incomplete Order: If parts/accessories are missing as advertised in the product description.
4. Quality Issues: If the product does not match the description or images provided by the seller.
5. Non-Delivery: If the order fails to arrive within the promised timeframe.

Non-Returnable Items

For health, safety, or legal reasons, these items cannot be returned unless faulty:

1. Perishable goods (food, flowers).
2. Personal care (undergarments, cosmetics, earrings).
3. Pharmacy & pet medication products.
4. Customized/made-to-order products.
5. Gift cards, downloadable software, or opened DVDs/CDs.
6. Products marked “Final Sale” or “Non-returnable.”

2. Return Request Timelines

1. Electronics, Fashion, Home & Lifestyle Products: Return requests must be made within 7 days of delivery.
2. Large Appliances & High-Value Items: Return requests must be made within 3 days of delivery.
3. Non-Returnable Categories: Items such as perishables, personal care, or intimate products are final sale.

3. Conditions for Accepted Returns

To be eligible for a return:

1. The product must be in its original packaging (including tags, manuals, warranty cards, and accessories).
2. The product must be unused, unwashed, and undamaged (except for cases where the defect was discovered after opening).
3. Proof of purchase (order ID, receipt, or digital confirmation) must be provided.

OdaBuy.com reserves the right to reject a return if these conditions are not met.

How to Initiate a Return

1. Log in to your OdaBuy.com account.
2. Go to “My Orders” → “Return or Replace Items.”
3. Select reason for return and preferred solution (refund or exchange).
4. Receive a Return Authorization Number and instructions.

4. Return Methods in Kenya

1. Free Drop-Off: At partner shops, supermarkets, and OdaBuy pick-up stations across Kenya (Nairobi, Mombasa, Kisumu, Nakuru, Eldoret).
2. Home/Office Pick-Up: Available in selected cities for a small fee.
3. Large Items: Furniture & appliances require scheduled pick-up only

5. Refund & Replacement Process

1. Submit Request: Log in to your OdaBuy.com account and file a return request under “My Orders.”
2. Review & Approval: Our team will assess the request and notify you of approval or rejection within 48 hours.
3. Pick-Up/Drop-Off: Approved returns will either be picked up by a courier or dropped off at an OdaBuy partner location.
4. Refund Processing:
5. Refunds are issued within 5–10 business days after the returned item is received and inspected.
6. Refunds will be processed via the original payment method (e.g., M-Pesa, card, or bank transfer).
7. In cases of store credit, refunds will be deposited into your OdaBuy Wallet for future use.

6. Seller & Buyer Responsibilities

1. Buyers: Must provide accurate product descriptions when filing claims and return items in proper condition.
2. Sellers: Must ensure products are correctly described, packaged securely, and meet OdaBuy’s quality standards.

Repeated violations (e.g., false claims by buyers or poor product quality by sellers) may result in account suspension.

7. Exchange Policy

1. Exchanges are allowed for size, color, or model differences (where available).
2. If the requested replacement is out of stock, a refund will be issued.

8. Non-Refundable Situations

Refunds will not be issued if:

1. The item has been damaged due to customer misuse, negligence, or mishandling.
2. The item is returned without original packaging, tags, or accessories.
3. The return request is made after the allowed return period.
4. The product belongs to a non-returnable category.

9. Dispute Resolution

If a buyer and seller disagree on a return or refund, OdaBuy.com will mediate the case fairly. Our decision will be final and binding, ensuring customer trust and marketplace integrity.

10. Contact Us

For assistance with returns and refunds:

📧 Email: support@odabuy.com

📞 Customer Care: +254 785 061 455

🌐 Live Chat: Available on OdaBuy.com