Returns & Refunds

Last updated: 30 September 2026

Bidhaa Hub is a marketplace. Products are sold by independent, verified sellers. This policy explains what you can return, how to do it, and how refunds work.

1. You have 3 days to return an item

You can ask for a return within 3 days of receiving your order. After 3 days we cannot accept a return, except under a seller’s warranty (see section 6).

2. Reasons you can return an item

  • Faulty or damaged: the item does not work, or arrived broken.
  • Not as described: wrong item, wrong size or colour, missing parts, or an Ex-UK grade that does not match the listing (for example, sold as Grade A but has clear scratches).
  • Change of mind: the item is fine but you no longer want it. It must be unused, with all tags, accessories and original packaging.

3. Items that cannot be returned

For hygiene and safety reasons, we cannot accept change-of-mind returns on:

  • Perfumes, cosmetics, skincare and personal care products once opened or unsealed
  • Diapers, baby feeding items and potties once opened
  • Underwear, swimwear, earrings and in-ear earphones once unsealed
  • Bedding, pillows and mattresses once used
  • Food and other perishable items

These items can still be returned if they are faulty or not as described.

4. Who pays for return delivery

  • Faulty or not as described: the seller pays return delivery.
  • Change of mind: you pay return delivery.

5. How to request a return

  1. Contact us within 3 days of delivery using the details on our Contact page. Give your order number and the reason.
  2. Send clear photos or a short video if the item is faulty, damaged or not as described.
  3. We will confirm the return and arrange collection or tell you where to drop the item.
  4. The seller inspects the item within 2 working days of receiving it.

6. Warranties

Some products, including many Ex-UK items, come with a seller warranty (for example 30 days or 3 months). The warranty length is shown on the product page. Warranty claims are handled by the seller, and Bidhaa Hub will help if a seller does not respond.

7. Refunds

  • Once a return is approved, we refund the item price within 5 working days.
  • For Pay on Delivery orders, refunds are sent by M-Pesa or bank transfer to details you give us.
  • Original delivery fees are refunded only if the item was faulty or not as described.
  • If a seller offers a repair or replacement instead, you can choose that or a refund.

8. If you refuse an order at delivery

You can refuse an order at the door if it is visibly damaged or clearly the wrong item. Please tell the rider and contact us the same day.

9. Your legal rights

This policy does not remove any rights you have under Kenyan law, including the Consumer Protection Act, 2012.