Cancellation Policy

Edencart Cancellation Policy

Effective Date: 14^th Dec 2024

At Edencart, we understand that circumstances may require customers to cancel their orders. This Cancellation Policy outlines the terms, conditions, and process for canceling orders on our platform. By using Edencart, you agree to the provisions of this policy.

1. Eligibility for Cancellation

1.1 Before Shipment

• Orders can be canceled free of charge if the cancellation request is submitted before the seller has processed the shipment.

1.2 After Shipment

• Orders cannot be canceled once they have been shipped. Customers may initiate a return request as per the Return Policy after receiving the product.

1.3 Digital Products or Services

• Digital products or services may only be canceled before they have been accessed, downloaded, or activated.

1.4 Customized or Made-to-Order Products

• Customized or made-to-order products are not eligible for cancellation once production has begun.

2. Process for Canceling Orders

2.1 Initiating a Cancellation Request

To cancel an order:

1. Log in to your Edencart account.
2. Navigate to the "Orders" section and select the relevant order.
3. Click on "Cancel Order" and provide a reason for the cancellation (optional).

2.2 Vendor Approval

• Vendors must review cancellation requests within 24 hours of submission.
• If the order has not been processed, the cancellation will be approved, and the payment refunded as per the Refund Policy.

2.3 Automatic Cancellation

• Orders not processed by the seller within 7 days from the order placement date will be automatically canceled, and a full refund issued to the customer.

3. Refunds for Canceled Orders

Refunds for eligible cancellations will be processed as follows:

3.1 Refund Method

• Refunds will be issued to the original payment method unless otherwise agreed.

3.2 Refund Timeline

• Credit/Debit Cards: Refunds will be credited within 30 business days.
• Mobile Money: Refunds will be processed within 14 business days.
• Store Credit: Refunds may be issued as Edencart credits for future purchases.

3.3 Deductions (If Applicable)

• If a cancellation incurs fees (e.g., for partially processed orders), such charges will be deducted from the refund amount. The customer will be notified of these deductions in advance.

4. Non-Cancelable Orders

Certain orders cannot be canceled, including:

4.1 Orders for perishable goods once processing has begun.
4.2 Customized or personalized items once production has started.
4.3 Digital goods after they have been accessed or downloaded.
4.4 Orders marked as non-cancelable at the time of purchase.

5. Dispute Resolution

If a cancellation request is denied or disputed:

5.1 Escalation

• Customers can escalate the issue to Edencart’s customer support team by submitting a dispute via their account.

5.2 Resolution Timeline

• Edencart will mediate and provide a final resolution within 14 business days of receiving the dispute.

6. Contact Us

For assistance with cancellations, please contact our support team:

Email: support@edencart.africa
Phone: 0790282660
Address: KICC, Harambee Avenue, Nairobi