Last Updated: January 2026
Traders Mall Kenya (“Traders Mall”, “we”, “our”, or “us”) is an online marketplace that connects buyers and sellers. This Refund Policy outlines the conditions under which refunds may be requested and processed.
1. General Policy
Refunds on Traders Mall are handled between buyers and sellers. Traders Mall does not directly sell products unless explicitly stated and is not responsible for issuing refunds on behalf of sellers. However, we may assist in dispute resolution where necessary.
2. Eligibility for Refunds
A buyer may request a refund if:
- The item received is defective, damaged, or not as described
- The wrong item was delivered
- The item was not delivered within the agreed timeframe
Refund requests must be made within 48 hours of receiving the item, unless otherwise stated by the seller.
3. Non-Refundable Items
Unless agreed by the seller, the following items may not be eligible for refunds:
- Items clearly marked as non-refundable
- Perishable goods
- Digital products or downloadable content
- Items damaged due to misuse or negligence by the buyer
4. Refund Process
To request a refund:
- Contact the seller directly through Traders Mall with proof of purchase.
- Provide clear evidence such as photos or videos of the issue.
- Allow the seller reasonable time to review and respond.
If a resolution cannot be reached, Traders Mall may intervene to help mediate the dispute.
5. Refund Method
Approved refunds will be processed using the original payment method, unless otherwise agreed between the buyer and seller. Processing times may vary depending on the payment provider.
6. Returns
Buyers may be required to return the item before a refund is issued. Return shipping costs are typically the responsibility of the buyer unless the seller agrees otherwise.
7. Cancellation of Orders
Order cancellations are subject to the seller’s individual cancellation policy. Once an item has been shipped or delivered, cancellation may not be possible.
8. Fraud Prevention
Traders Mall reserves the right to deny refund requests that appear fraudulent, abusive, or in violation of our Terms & Conditions.
9. Policy Updates
Traders Mall Kenya may update this Refund Policy from time to time. Changes will be effective once posted on the platform.
10. Contact Us
For refund-related questions or assistance, please contact us:
Traders Mall Kenya
Email: info@tradersmall.co.ke