Refund & Returns Policy
We strive for perfection in every delivery. If your order doesn't meet our quality standards, we make it right — quickly and fairly.
check_circle1. Purpose & Scope
At Kikapu Grocery Ltd, we prioritise the freshness and quality of every item delivered to your doorstep in Isiolo. This Policy outlines the conditions under which we provide replacements or financial reimbursements.
By shopping with us, you acknowledge that many products are perishable and require immediate inspection upon delivery to ensure the validity of any claims.
inventory_22. Eligible Returns
Damaged or Spoiled
Items that arrive bruised, wilted, or with compromised packaging during transit.
Incorrect Items
Products delivered that do not match what you ordered in the Kikapu app.
Missing Items
Items billed on your invoice but absent from the delivered package.
Requirements to qualify
- Report within 2 hours of delivery for perishables; 24 hours for non-perishables.
- Photographic evidence of the damage or incorrect item is mandatory.
- Items must remain in their original delivery state for potential inspection.
cancel3. Non-Returnable Items
Opened Perishables
Fresh produce, meat, or dairy that has been partially consumed or opened.
Improper Storage Damage
Damage resulting from failure to refrigerate or freeze items immediately after delivery.
Late Reports
Claims submitted after the 2-hour window for perishables or 24 hours for non-perishables.
Correctly Delivered Items
Items that match the order, are in good condition, and were simply unwanted after delivery.
report_problem4. How to Report an Issue
Contact us as soon as possible after delivery. Include a clear photo of the damaged or incorrect item.
payments5. Refund Methods
Once your claim is approved, we will process your refund via one of the following methods:
M-Pesa Reversal
12–24 Hours
Bank Transfer
3–5 Business Days
Store Credit
Instant
business6. Wholesale Orders
Wholesale returns are subject to your service agreement signed during onboarding. A 15% restocking fee may apply to non-defective bulk returns. Contact 0141105333 to discuss.
gavel7. Dispute Resolution
If a refund request is denied, you may appeal by contacting our team. We aim to resolve all escalations within 48 hours of the appeal being filed.
Questions about a refund?
Our team handles refund requests quickly and fairly. Mon–Sat, 8 am–6 pm.