1. Purpose & Scope
At Kikapu Grocery Ltd, we prioritize the freshness and quality of every item delivered to your doorstep. This Refund & Returns Policy outlines the specific conditions under which we provide replacements or financial reimbursements.
By shopping with us, you acknowledge that many of our products are perishable and require immediate inspection upon delivery to ensure validity of any claims.
2. Eligible Returns
Damaged / Spoiled
Items that arrive bruised, wilted, or with compromised packaging during transit.
Incorrect Items
When the product delivered does not match the SKU or description of what was ordered.
Missing Items
Items billed on your invoice but not found within the delivered packages.
Strict Requirements
- Report must be made within 2 hours of delivery for perishables.
- Photographic evidence of the damage or incorrect item is mandatory.
- The item must remain in its original delivery state for inspection if necessary.
3. Non-Returnable Items
Opened Perishables
Fresh produce or meat that has been partially consumed or removed from primary seal.
Improper Storage
Damage resulting from failing to refrigerate or freeze items immediately after delivery.
Late Reports
Claims made after the 2-hour window for perishables or 24 hours for non-perishables.
4. Refund Methods
M-Pesa Reversal
12 - 24 Hours
Bank Transfer
3 - 5 Business Days
Store Credit
Instant
5. Wholesale Orders
Wholesale returns are subject to the Master Service Agreement (MSA) signed during onboarding. A 15% restocking fee may apply to non-defective bulk returns.
6. Dispute Resolution
If a refund request is denied, you may appeal through our Internal Audit team. We aim to resolve all escalations within 48 hours of filing the appeal.
Questions about Returns?
Our dedicated Claims Officers are available to assist you with any disputes or pending refund status updates.
Direct Email
claims@kikapu.co.ke
Location
HQ, Nairobi, Kenya
Official Entity
Legal Name
Kikapu Grocery Ltd
Registration ID
PVT - ZQU9L8