Shopiva Kenya

Returns & Refunds

Shopiva accepts eligible returns within 14 calendar days of delivery. This policy applies to purchases made through Shopiva Kenya and is provided publicly for customers and marketplace partners.

Eligible returns

Eligible: products that are unused, in saleable condition, with original accessories, packaging where applicable, and proof of purchase/order information.
Not normally eligible: products that have been used, damaged after delivery, altered, personalized, or otherwise no longer in saleable condition, except where the item is defective, damaged in transit, or not the item ordered.

Defective, damaged or incorrect products

Report a defective, damaged, or incorrect product as soon as reasonably possible. Where the issue is confirmed to be the seller's or carrier's responsibility, Shopiva will coordinate the return and will not charge the customer the return delivery cost.

Change-of-mind / non-defective returns

For an eligible non-defective return requested within the 14-day window, the customer is responsible for the return delivery cost. The amount depends on the return route and carrier used. No restocking fee is charged by Shopiva unless a product-specific exception is clearly stated before purchase.

Return method

Returns are coordinated through the Shopiva support team and may be handled by an approved drop-off point, collection, or delivery carrier depending on the product, seller, and customer location. Customers should not send products directly to a seller without Shopiva's return instructions.

Refunds

After the returned product is received and checked, an approved refund is processed using the available payment/refund method. Shopiva targets refund completion within 7 calendar days after return approval, although a payment provider may take additional time to reflect the funds.

How to request a return

Contact Shopiva support with your order number, the product concerned, the reason for return, and photos where the product is damaged or defective. Keep the item and its accessories until Shopiva confirms the return instructions.

Product-specific exceptions

Some product categories may have legally required or product-specific return exclusions. Where an exception applies, it will be disclosed on the product information or at checkout before purchase.

Policy URL: https://shopivakenya.top/returns/