Returns & Refund Policy
1. Customer Satisfaction Guarantee
JengaSasa is committed to ensuring you are satisfied with your purchase. We protect your funds via our Escrow system, meaning payments are only released to vendors after a successful delivery and confirmation period.
2. Eligibility for Returns
You may request a return or refund within 7 days of delivery if:
- The item received is damaged or defective.
- The item is significantly different from the description or image on the website.
- The wrong item was delivered.
- Parts or accessories are missing.
Items must be unused, in their original packaging, and with all tags/seals intact to be eligible for a return.
3. The Dispute Process
If you encounter an issue, please follow these steps:
- Log in to your account and go to "My Orders".
- Select the order and click "Raise Dispute" before the order is marked as "Completed".
- Provide details and upload images as evidence.
- Our administrative team will review the dispute. Funds will be held (Escrow) during this process.
4. Refunds
If your dispute is approved, a refund will be processed to your original payment method or your JengaSasa wallet. Refund processing times may vary depending on your bank or payment provider (typically 3-7 business days).
5. Non-Returnable Items
Certain items cannot be returned for hygiene or safety reasons, including but not limited to personal care products, perishable goods, and custom-made items, unless they are defective upon arrival.