Return & Refund Policy
1. Overview
Uwezo.co.ke is an online marketplace that connects buyers with independent sellers. Although multiple sellers may list products on our marketplace, all sellers are required to adhere to the following minimum return and refund guidelines in order to provide you with a consistent and reliable shopping experience. This policy outlines the minimum return and refund requirements that apply to all transactions conducted via uwezo.co.ke.
2. Return Eligibility
Returns are acceptable if:
* Item is defective, damaged, or not as described.
* Incorrect item was delivered.
* Item is unused and in its original packaging (if applicable).
A request for return must be made within 7 days of delivery (or the time specified for that specific product).
3. Return Process
Buyers should:
* Contact the seller, via their provided contact information on the order or listing page.
* Present their proof of purchase and where applicable photos of the product.
* Follow the seller's instructions for returning the product.
If the seller does not reply within two (2) business days, you may contact Uwezo.co.ke support.
4. Refunds
Refunds will be issued once the returned item has been received and examined by the seller.
* Refunds will be processed within 5-10 business days.
* Refund will be issued using the original payment method where feasible, though an alternate arrangement can be made if needed.
* Should the seller not honor the approved refund, Uwezo.co.ke can step in.
5. Return Costs
* The seller will be liable for the cost of the return shipping for defective/damaged items and items not matching the description.
* For buyer-initiated returns, buyer shall be liable for the cost of the return shipping, unless specified otherwise in the individual product listing.
6. Non-Returnable Items
The following items cannot be returned, unless defective:
* Perishable food items
* Personal care items
* Items affected by hygiene or dating.
* Digital/downloadable items
* Custom-made or personalized items.
The individual listing might state certain product specifics making it non-returnable.
7. Seller Compliance
Sellers are required to:
* Provide accurate product descriptions.
* Clearly state their return terms where different from what is stated here.
* Comply with the Return and Refund policy stated herein.
* Failure to comply may lead to listings being pulled, accounts being suspended, or further action being taken.
8. Dispute Resolution
Buyers and sellers must first attempt to resolve any discrepancies directly between themselves. In the event the parties cannot reach an agreement, the dispute will be submitted to Uwezo.co.ke support for review. Uwezo.co.ke will try and make a fair decision based on the provided information. However, buyers and sellers are ultimately responsible for transactions on the platform.
9. Contact Information
For any return related queries or disputes:
* Email support@uwezo.co.ke
* Visit our website: uwezo.co.ke
Customer support operates Monday – Friday 9AM – 5PM (EAT).
10. Policy Visibility
This policy is publicly available on uwezo.co.ke and shall apply to all purchases made unless a stricter return policy is indicated on the individual product listing.
11. Policy Updates
This Return and Refund Policy may be updated from time to time to ensure continued compliance with any relevant legislation and our evolving platform. We will post any changes on this page.
Last Updated: April 19, 2026
