Returns & Refunds

Cancellations

• You can cancel a paid order until the seller sends it or marks it ready for pickup. You are refunded in full.
• If the seller cancels or runs out of stock after you paid, you are refunded in full.
• Unpaid orders are released after 15 minutes; nothing is charged.

Returns for a problem

Once your order is sent, report a problem from your order page if it is wrong, damaged, fake, not as described, or never arrived. Do this before confirming receipt. Nairobi Square decides after hearing both sides, and may ask you to return the item to the seller before the refund is sent.

How refunds are paid

• Refunds go by M-Pesa to the phone number that made the payment.
• You get an in-app notification with the M-Pesa reference when the refund is sent.