Refund Policy

Edencart Refund Policy

Effective Date: 14^th Dec 2024

Edencart is dedicated to ensuring customer satisfaction by providing a transparent and fair refund policy. This Refund Policy outlines the terms and conditions under which refunds may be issued to customers. By using Edencart, you agree to the provisions of this Refund Policy.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

1.1 Defective or Damaged Products

• If the product received is defective, damaged, or does not match the description provided by the seller.

1.2 Non-Delivery

• If the product is not delivered within the specified delivery timeframe due to issues attributable to the vendor or delivery service.

1.3 Incorrect Items

• If the wrong item is delivered compared to the order placed.

1.4 Order Cancellation

• If the order is canceled before shipment, a full refund may be issued.

1.5 Service-Specific Policies

• For digital goods or services, refunds are subject to the terms outlined for the specific service or product.

2. Conditions for Refunds

Refunds will only be processed under the following conditions:

2.1 The product must be returned in its original packaging, along with all accessories and documentation, unless defective or damaged.
2.2 A valid proof of purchase (e.g., receipt or invoice) must be provided.
2.3 The refund request must be initiated within 3 Days of receiving the product.

3. Process for Requesting Refunds

3.1 Initiating a Refund Request

To request a refund, customers must:

1. Log in to their Edencart account.
2. Navigate to the "Orders" section and select the relevant order.
3. Click on "Request Refund" and provide the required details, including reason and evidence (e.g., photos of defective products).

3.2 Vendor Response

Vendors are required to review refund requests within 24 hours. Failure to respond within the specified time may result in automatic escalation to Edencart’s support team.

3.3 Edencart Review

If the issue is escalated, Edencart’s support team will review the evidence provided and communicate a decision within 14 business days.

4. Refund Methods

Refunds will be processed using the original payment method, unless otherwise agreed. Specific timelines include:

4.1 Credit/Debit Cards: Refunds will be credited within 30 business days after approval.
4.2 Mobile Money: Refunds will be credited within 14 business days after approval.
4.3 Store Credit: Refunds may also be issued as Edencart credits, redeemable for future purchases.

5. Non-Refundable Items

Refunds will not be issued for:

5.1 Perishable goods, such as food items, unless defective upon arrival.
5.2 Customized or personalized products.
5.3 Items explicitly marked as non-refundable at the time of purchase.
5.4 Digital goods that have been downloaded or accessed.

6. Return Shipping Costs

6.1 Defective or Incorrect Items: Edencart or the vendor will bear the return shipping costs for defective or incorrect items.
6.2 Customer-Initiated Returns: For returns not due to defects or errors, the customer is responsible for return shipping costs.

7. Dispute Resolution

In the event of disagreements regarding refund eligibility:

7.1 Customers can escalate the issue to Edencart’s dispute resolution team.
7.2 The dispute resolution team will mediate and provide a final decision within 14 business days.

8. Contact Us

For questions or assistance with refunds, please contact our support team:

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