Returns & Refund Policy Returns & Refund Policy – JengaSasa.com 1. Overview JengaSasa is an online marketplace that connects buyers with independent vendors of construction materials and related services. JengaSasa does not sell products directly. This Returns & Refund Policy sets out the general framework under which returns and refunds are handled on the Platform. All returns and refunds are subject to vendor terms, applicable law, and this policy. 2. Customer Protection JengaSasa operates an order confirmation and dispute process designed to promote fair transactions. Where applicable, payments may be held pending confirmation of delivery or resolution of disputes. 3. Eligibility for Returns A buyer may request a return or refund within seven (7) days of delivery if: • The item is damaged or defective on delivery • The wrong item was delivered • The item materially differs from its description • Essential parts or accessories are missing To qualify, the item must be: • Unused and uninstalled • In its original packaging • Accompanied by proof of purchase Failure to meet these conditions may result in rejection of the request. 4. Non-Returnable Items Unless defective or incorrectly supplied, the following items are not eligible for return: • Custom-made or cut-to-specification materials • Installed, altered, or partially used items • Clearance or “final sale” products • Perishable, hazardous, or hygiene-sensitive goods • Services that have already been rendered 5. How to Request a Return To initiate a return or refund request: 1. Log in to your JengaSasa account 2. Go to My Orders 3. Select the relevant order and click Raise Dispute 4. Submit the request with supporting evidence (photos, delivery notes, receipts) Requests must be submitted before the order is marked as completed. Alternatively, contact: 📧 support@jengasasa.com 6. Review & Approval Process Once a request is received: • Acknowledgement will be issued within three (3) business days • JengaSasa will review the information and consult the vendor • Additional evidence may be requested • A written decision will be communicated to the buyer JengaSasa acts as a neutral facilitator and does not guarantee outcomes. 7. Return Logistics If a return is approved: • Return arrangements shall be agreed between buyer and vendor • Buyers may bear return transport costs unless: ◦ The item is defective, damaged, or misrepresented ◦ The vendor agrees to cover return costs 8. Refunds Refunds may be approved in cases of: • Successful return • Cancelled or failed delivery • Confirmed vendor fault Refund Method Refunds will be issued to: • The original payment method, or • The JengaSasa Wallet, where applicable Partial refunds may apply where orders were partially fulfilled. 9. Refund Timelines Once approved: • Vendors must process refunds within seven (7) business days • Banks and payment providers may take additional time • JengaSasa is not responsible for third-party processing delays Non-compliance by vendors may lead to penalties, suspension, or removal from the Platform. 10. Exchanges & Store Credit Subject to vendor approval, buyers may be offered: • Product replacement • Exchange • Store credit Availability depends on vendor policy and stock. 11. Abuse Prevention JengaSasa reserves the right to: • Reject fraudulent or abusive return requests • Limit or suspend accounts that repeatedly misuse this policy 12. Escalation & Dispute Resolution If a return or refund cannot be resolved, the matter may be escalated under JengaSasa’s Dispute Resolution Policy, including mediation or arbitration where applicable. 13. Legal Rights Nothing in this policy limits consumer rights under the laws of the Republic of Kenya. 14. Governing Law This policy is governed by the laws of Kenya, and disputes shall be resolved in accordance with Kenyan law. 15. Contact Information 📧 support@jengasasa.com 🌐 https://www.jengasasa.com