Refund and Return Policy

Return and Refund Policy

I received the wrong product from what I ordered (different model, brand or different features – colour, specs, material, size)

  • Item should be returned with no damages (no scratches or alteration) with tags and labels attached. This should include all accessories the item was sold with.
  • Proof of purchase – the document handed over to you on delivery. (Shopika Receipt)
  • Original packaging – the manufacturer packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Warranty certificate (for electronic items under warranty)
  • Item should be sealed as original received (for electronics, mobile phones, appliances, etc)

I received a physically damaged product

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  • The item should be returned with tags and labels attached.
  • This should include all accessories the item was sold with.
  • Proof of purchase – the document handed over to you on delivery. (Shopika Receipt)
  • Original packaging – the manufacturer’s packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
    Warranty certificate (for electronic items under warranty)

    I received a defective product (not functioning as it should)

    • The item should be returned with no damages (no scratches or alteration) with tags and labels attached. This should include all accessories the item was sold with.
    • Proof of purchase – the document handed over to you on delivery. (Shopika Receipt)
    • Original packaging – the manufacturer’s packaging
    • Any free promotional items – gifts or accessories delivered with the purchased item
    • Warranty certificate (for electronic items under warranty)

    I received a product with missing parts or accessories

    • Item should be returned with no damages (no scratches or alteration) with tags and labels attached. This should include all accessories the item was sold with.
    • Proof of purchase – the document handed over to you on delivery. (Shopika Receipt)
    • Original packaging – the manufacturer packaging.
    • Any free promotional items – gifts or accessories delivered with the purchased item.
    • Warranty certificate. (for electronic items under warranty)

    I want a different colour or size of the same product that I ordered.

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  • The item should be returned with no damages (no scratches or alteration) with tags and labels attached.
  • This should include all accessories the item was sold with.
  • Proof of purchase – the document handed over to you on delivery. (Shopika Receipt)
  • Original packaging – the manufacturer’s packaging.
  • Any free promotional items – gifts or accessories delivered with the purchased item.
  • Warranty certificate (for electronic items under warranty).

    Returns Process – How do I Report a Return? What happens next?

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  • We encourage our customers to call our Customer Care Line on 0743324900 to make a return request within 15 days from the date of delivery. Or send us a chat on our website. (We are available Mon-Fri 8 am-8 pm & Saturdays, Public Holidays 9 am-3 pm)
  • Once the return request is received and successfully validated against our return policy, we will arrange for the collection of the item by one of our drivers. This is usually done within 1-2 days from the date the return request was made
  • Pick-up of the item will be done from the location it was initially delivered to. If the item was delivered to one of our Collection Centres or Shopika Agent, as a Customer, you will be required to return the item to this location to enable us to collect it. If the item was home delivered, we will collect it from the customer’s premises. Our customer care team is always available to help in case of any challenges.
  • We will then conduct a quality check (QC) on the item to ensure it complies with our return policy. At this point, an item can pass QC or fail QC.
  • If the item fails QC, this means it did not satisfy all the conditions to warrant a successful return (examples: item showed signs of prior use, original packaging not available, evidence of physical alteration of the item). In this instance, our customer care team will call the customer to explain the reasons for the failed QC and thereafter the item will be returned to the customer at the same location that it was picked from.
  • If the item passes QC, our customer care team will then call the customer to confirm the next step of action, which is either refund or place a new order for the same amount paid in the original order.
  • We continuously track all returns and use this information to improve our product quality and processes. Thereby, ensuring that we always offer the highest quality products to our customers.

    Returns Timeline

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  • The return should be reported 15 Days from the time it was successfully delivered. For example, if I receive my order on Monday the 1st, I have until Monday the 15th to make a return request.
  • For Food items, we encourage our customers to reject these items at the point of collection rather than later. Due to their sensitive nature, we only allow On Spot Returns for these products.

    What Happens if my item is under warranty?

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  • We still encourage our customers to call our Customer Care Line on 0743324900 to make a return request within 15 days from the date of delivery.
  • Once the return request is received and successfully validated against our return policy, we will arrange for the collection of the item by one of our drivers. This is usually done within 1-2 days from the date the return request was made.
  • Pick-up of the item will be done from the location it was initially delivered to. If the item was delivered to one of our Collection Centres or Shopika Agent, as a Customer, you will be required to return the item to this location to enable us to collect it. If the item was home delivered, we will collect it from the customer’s premises. Our customer care team is always available to help in case of any challenges.
  • We will request a duly filled warranty form during collection.
  • The item will then be taken to the manufacturer’s service centre for diagnosis and fixing.
  • Our customer care team will then internally liaise with the manufacturer on the timelines for repair and this information will be passed on to the customer.
  • Once the item has been fixed, we will dispatch it to the original location that it was picked from (which could be one of our Collection Centres, Shopika Agents or Customer premises). The customer will have been called at this point.

    What Happens if there is a missing item in my order?

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  • We encourage our customers to confirm their orders at the point of collection. This will help in raising this issue on the spot.
  • Once a customer realizes an item is missing, call our Customer Care Line on 0743324900 to report this issue.
  • We will then organize for delivery of the missing item to the same location the original order was delivered to (which could be one of our Collection Centres, Shopika Agents or Customer premises).

    Are there any fees I will be charged for making a return request?

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  • We will not charge you for making a return request.
  • Once the request is validated successfully against our return policy, the collection will be done at no charge to the customer.
  • We will also not charge shipping fees for new orders placed arising out of the return.

    What should I do if I am not satisfied with the solution given to me by Customer Care?

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  • At Shopika, we are committed to making life easier for our customers by providing convenience, choice and affordability.
  • If we are falling short of this goal, customers have the right to contact us and seek redress.
  • Our customer care team will always be at hand to assist, if the solution given is not satisfactory, the customer can request to speak to a Supervisor or Manager on duty for further assistance.

    Returns exclusions

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  • Food items not returned at the point of delivery.
  • Returns after the warranty period of the item have expired.
  • Returns of items not purchased from Shopika.
  • Unauthorized repair, misuse, collision, negligence, alteration, and product quality problems caused by the customer or a third party not verified by Shopika or the Product’s Manufacturer.
  • Returns due to product, not meeting Customer expectations or Confusion.
  • Returns since the Customer needs the money for other uses.
  • Returns since the Customer has found a cheaper product elsewhere.

    Refund Timelines

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  • All refunds will be done to the original phone number or bank account that paid for the order.
  • All refunds will only be done to the Paying Customer.
  • Refunds will be done within 48 Hours (Business Days i.e. not counting Weekends & Public Holidays) after Quality Check on the returned item is successful.
  • Note that refunds for payments done out of the country may take more than 48 Hours to refund. Our customer care team will always reach out regarding refund delays.

    How do I cancel my order?

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  • Please contact Customer Care at 0743324900 or by the webchat at the bottom right of this site.
  • You can also email us at info@shopika.co.ke.

    What if my friend/family member wants to return the goods I purchased for them?

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  • Returns can be initiated within 15 days of delivery.
  • Your family member/friend or yourself should call Customer Care on 0743324900 or by webchat at the bottom right of this site.
  • The goods will need to be returned to the Agent for pick-up of the return.
  • The goods must be in the same condition in which they were delivered.

    How much time do I have to return an item to Shopika?

    You must notify us of the need to return an item within 15 days of delivery.

    Do I have to return all the products in the order?

    No. You can return any item within an order without needing to return the other items.

    How do I get a refund if they return an item?

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  • If you need a refund, then Customer Care will contact you and process your refund.
  • You should receive the refund within 2 business days.

    What if I want to exchange a product rather than return it?

    Exchanges are possible. Customer Care will contact you to make arrangements for the replacement item.

    What happens if the product is under warranty and breaks while still under warranty?

    You or your family member/friend can contact Customer Care at 0743324900 and they will arrange for the product to be returned and repaired by the supplier.

  • 1 thought on “Refund and Return Policy”

    1. You have transferred 500.00 KSH from your account to 798301493.

      I sent 500 to this number to get airtime swap in the morning and I am yet to receive it. It’s now almost 4pm.

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