Return & Refund Policy

SafariBid Shop acts as a secure escrow agent and marketplace facilitator connecting independent vendors with buyers across Kenya. All items are dispatched and owned by verified independent third-party vendors. While SafariBid enforces marketplace-wide minimum standards, specific return policies are subject to vendor confirmation as detailed on each vendor's store profile.

Returns must be initiated within the specific window assigned to the product category. The return window starts from the exact timestamp the delivery rider marks the order as successfully delivered.

To be eligible for a return, the item must meet the following baseline standards:

• Unused Condition: The item must be in the same condition that you received it. It must be unworn, unused, and undamaged.
• Original Packaging: The item must be in its original manufacturer packaging with all certificates, tags, accessories, and user manuals intact.
• Proof of Purchase: You must present a valid receipt, invoice, or electronic order confirmation from the SafariBid platform.

For safety, health, and hygiene reasons, the following items are strictly non-returnable:

• Personal care, cosmetics, and beauty products that have been opened or unsealed.
• Innerwear, underwear, lingerie, socks, and swimwear.
• Perishable items, including fresh produce, food, drinks, and wellness supplements.
• Customized or personalized items made explicitly to order.
• Digital products, software licenses, downloads, or virtual vouchers.

Please follow these exact steps to initiate your return request:

1. 1Log in to your account, navigate to My Orders, select the relevant order, and click "Initiate Return".
2. 2Choose the reason for return and upload clear, high-resolution photographs illustrating any defects, damages, or discrepancies.
3. 3Once the vendor approves the return request, you will be prompted to pick a delivery rider using the SafariBid bidding panel to ship the item back to the vendor.
4. 4Pack the item securely and hand it over to the selected rider. The vendor will inspect the item within 48 hours of receipt.

Return shipping fees are handled dynamically based on the primary reason for the return request:

Once a vendor receives and successfully inspects the returned item, they will approve the refund. Refunds will be settled using the following procedures:

• SafariBid Wallet (Recommended): Refund settles instantly into your SafariBid Wallet. This wallet balance can be used immediately for checkout on any SafariBid storefront or withdrawn.
• Original Payment Method: Settlements via Mobile Money (M-Pesa) or Credit/Debit Card can take between 3 to 5 business days to clear, depending on banking institutions.

Because vendors are independent, disputes can sometimes arise regarding product condition. Under the SafariBid Escrow framework: