Kuvande Refund & Return Policy

Effective Date: January 2025

At Kuvande Online Market Place, each Vendor is responsible for the products they sell, including quality, accuracy, and delivery. Kuvande does not process refunds directly inside the platform. All refund or return issues must follow the steps below.

1. When You Can Request a Refund or Return

Customers may request a refund or replacement directly from the Vendor if:

  • The wrong item was delivered
  • The item arrived damaged or defective
  • The product received does not match the description
  • The Vendor failed to deliver the order

Customers must contact the Vendor within 48 hours of receiving the item.

For food/perishable items, complaints must be made within 2 hours.

2. When Refunds Are Not Allowed

Refunds and returns are NOT allowed when:

  • The customer changes their mind after delivery
  • The product has been used, worn, or damaged by the customer
  • The item is a perishable good that spoils after delivery
  • The customer provided a wrong or incomplete delivery address
  • The Vendor clearly marked the product as "No Return"

3. How to Request a Refund or Return

Since Kuvande does not yet have an in-app refund button, customers must follow this process:

Step 1 — Contact the Vendor Directly

Customers should:

  • Call the Vendor
  • Send a message using the contact number on the Vendor's store
  • Provide photos or videos as proof

Most issues are resolved at this stage.

Step 2 — If the Vendor Does Not Respond or Refuses Unfairly

If the Vendor:

  • Does not respond within a reasonable time
  • Refuses to resolve a legitimate issue
  • Has repeated complaints from customers

Then the customer may escalate to Kuvande Support.

Provide:

  • Order number
  • Vendor name
  • Description of issue
  • Photo/video evidence (if available)

Step 3 — Kuvande Review

Kuvande will:

  • Review the evidence
  • Contact the Vendor
  • Decide on appropriate action (vendor warning, store suspension, account review)

Kuvande may assist in mediating the issue but is not the seller and cannot guarantee a refund unless Vendor policy is violated.

4. Delivery-Related Refunds

A refund may be requested from the Vendor if:

  • Delivery fee was paid but item was never delivered
  • Wrong item was delivered
  • Delivery partner confirms the Vendor caused the failed delivery

Refunds do NOT apply when:

  • Customer was unreachable
  • Customer provided incorrect delivery details
  • Customer refused delivery without valid reason

5. How Refunds Are Paid

If the Vendor agrees to a refund, payment is made:

  • Directly to the customer via Mobile Money (MoMo)
  • To the same number used during purchase

Kuvande does not hold customer funds and therefore does not issue refunds directly.

6. Important Notice

  • Kuvande is a marketplace platform, not the seller.
  • Vendors are responsible for fulfilling orders and resolving product issues.
  • Kuvande steps in only when a Vendor refuses to cooperate or violates platform rules.

This policy protects customers while keeping Vendor accountability clear.