Return Policy

Edencart Return Policy

Effective Date: 14^th Dec 2024

At Edencart, we strive to ensure a seamless and satisfying shopping experience for our customers. This Return Policy outlines the conditions and process for returning products purchased on our platform. By using Edencart, you agree to comply with the terms of this Return Policy.

1. Eligibility for Returns

Returns may be accepted under the following conditions:

1.1 Defective or Damaged Products

• Products that are damaged, defective, or do not meet the seller’s description.

1.2 Incorrect Products

• Items delivered that do not match the order details (e.g., wrong size, color, or product).

1.3 Change of Mind

• Returns due to a change of mind are subject to the seller’s specific return policy. Some items may not qualify for returns for this reason.

1.4 Unopened and Unused Products

• Items that remain unopened and unused in their original packaging within the allowable return period.

2. Items Excluded from Returns

Certain items are not eligible for returns, including:

2.1 Perishable goods, such as food and beverages, unless defective or damaged upon receipt.
2.2 Customized or personalized items created specifically for the customer.
2.3 Intimate items, such as underwear and swimwear, unless faulty.
2.4 Digital products or services once accessed or downloaded.
2.5 Items explicitly marked as non-returnable at the time of purchase.

3. Return Conditions

Returns must meet the following conditions:

3.1 Items must be returned within 7 days from the delivery date.
3.2 Products must be in their original condition, with tags, manuals, and accessories included.
3.3 Proof of purchase (e.g., receipt or order confirmation) must be provided.

4. Return Process

4.1 Initiating a Return

To initiate a return, follow these steps:

1. Log in to your Edencart account.
2. Navigate to the "Orders" section and select the order containing the item to be returned.
3. Click on "Request Return" and provide the required details, including the reason for the return and supporting evidence (e.g., photos of damaged items).

4.2 Vendor Approval

• The vendor will review your return request within 24 hours.
• If approved, you will receive instructions on how to return the product.

4.3 Return Shipping

• For defective or incorrect items, Edencart or the vendor will cover the return shipping costs.
• For customer-initiated returns (e.g., change of mind), the customer is responsible for return shipping costs unless otherwise specified.

4.4 Inspection and Refund

• Once the returned product is received, it will be inspected to ensure compliance with return conditions.
• Refunds or replacements will be processed within 30 business days after inspection.

5. Refund Options for Returns

Refunds for returned items will be processed in one of the following ways:

5.1 Original Payment Method: Refunds will be credited back to the method used for payment.
5.2 Store Credit: Customers may opt for store credit, which can be used for future purchases.
5.3 Replacement or Exchange: Customers may choose to receive a replacement or exchange instead of a refund.

6. Dispute Resolution

If there is a disagreement regarding return eligibility:

6.1 Customers can escalate the issue to Edencart’s customer support team.
6.2 Edencart will mediate and provide a resolution within 14 business days.

7. Contact Us

For questions or assistance with returns, please contact us at:

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