Refund & Returns Policy
Effective Date: 1 May 2023
Last Updated: 4 March 2026
1. Introduction
This Refund & Returns Policy explains how returns, refunds, and exchanges are handled on the Ujamaapay platform.
Ujamaapay operates a collective commerce and group buying marketplace. Because we facilitate bulk purchases between buyers and independent vendors, return and refund conditions may differ from traditional single-item retail stores.
By placing an order on Ujamaapay, you agree to this policy.
2. Eligibility for Returns
You may request a return if:
- The product is defective or damaged
- The wrong product was delivered
- The product significantly differs from its description
- The item is incomplete (missing parts)
Requests must be submitted within 7 days of delivery.
3. Items That May Not Be Eligible for Return
Due to the nature of bulk and wholesale purchasing, the following may not be eligible for return:
- Perishable goods
- Opened hygiene products
- Customized or made-to-order items
- Products marked “Final Sale”
- Items damaged due to misuse
Specific product categories may have additional conditions.
4. Collective Commerce & Group Buying Considerations
Because Ujamaapay operates a group purchase model:
- Orders may only be processed once group thresholds are met.
- Bulk discounts depend on volume commitments.
- Cancellation rights may be limited once a group purchase is confirmed.
If a group purchase fails to meet the required threshold, a full refund will be issued automatically.
5. Return Process
To initiate a return:
- Log into your Ujamaapay account.
- Navigate to “My Orders.”
- Select the item and click “Request Return.”
- Provide reason and upload supporting images (if required).
Our support team will review your request within 3 business days.
You may be required to:
- Return the item in original packaging
- Provide proof of delivery
- Cooperate with inspection procedures
6. Refund Processing
If your return is approved:
- Refunds will be processed to the original payment method.
- Processing times may take 3-9 business days, depending on your payment provider.
- In certain cases, refunds may be issued as Ujamaapay account credit.
Refunds may be partially approved if:
- Only part of the order is defective
- Items are returned in damaged condition
7. Vendor Responsibility
Vendors on Ujamaapay are responsible for:
- Ensuring product quality
- Honoring valid return requests
- Cooperating in dispute resolution
If a refund is approved, the amount may be deducted from vendor settlements.
Ujamaapay acts as an intermediary and facilitates dispute resolution where necessary.
8. Non-Delivery & Failed Orders
If:
- Your order is not delivered within the confirmed timeframe, or
- The group purchase does not meet minimum thresholds,
You will be eligible for a full refund.
9. Damaged Items During Delivery
If an item arrives damaged:
- Report within 24–48 hours of delivery.
- Provide clear images of the package and product.
- Do not discard original packaging until the claim is resolved.
10. Fraud Prevention
To protect all users, Ujamaapay reserves the right to:
- Investigate suspicious refund patterns
- Reject fraudulent claims
- Suspend accounts abusing the return system
11. Chargebacks
If a chargeback is initiated:
- We may suspend the associated account pending investigation.
- Evidence of delivery and transaction records may be submitted to the payment provider.
- Abuse of chargeback mechanisms may lead to account termination.
12. Data Protection
All personal data collected during the return process is handled in accordance with our Privacy Policy and the
Data Protection Act 2019.
13. Policy Updates
Ujamaapay reserves the right to update this Refund & Returns Policy. Changes will be posted on this page with a revised date.
14. Contact Us
For return and refund inquiries:
Ujamaapay Limited
Email: support@ujamaapay.com
Website: https://ujamaapay.com
Country: Kenya
