Returns & Buyer Protection

KSM.store wants every order to arrive as described. Because vendors on our marketplace are independent businesses, returns work through a buyer protection process designed to fairly resolve issues between customers and vendors.

✅ When You Can Return or Report an Issue

• You received the wrong item
• The item arrived damaged or defective
• An item was missing from your order
• The item is significantly different from how it was described or shown
• You'd like a different size, colour, or product of equal value

📋 How to Start a Return

1. Go to your Orders page and find the relevant delivered order
2. Tap Report Issue, or contact us via WhatsApp or Live Chat
3. Select the issue type and describe what happened
4. Once approved, a delivery rider collects the item directly from your address — no need to visit a store or post office

Requests should be submitted within 7 days of delivery.

💰 Refunds

Once we've received and inspected your returned item, refunds are processed within 5 business days, sent back via the same payment method used — M-Pesa, or a cash refund for Cash on Delivery orders.

We don't charge any restocking fee for accepted returns.

🔄 Exchanges

We're happy to exchange items for a different size, colour, or product of equal value, subject to availability.

⚡ Wrong or Defective Items

🏪 Vendor Responsibility

Vendors on KSM.store are independent sellers responsible for the accuracy of their listings and the condition of items they ship. Our team reviews each report, which may involve contacting both the customer and the vendor to understand what happened.

❌ Non-Returnable Situations

Requests submitted outside the 7-day window, or for reasons such as simple change of mind on non-defective items, are reviewed case-by-case and may not be eligible for refund or exchange.

❓ Need Help?

If you're unsure whether your situation qualifies, reach out via Live Chat or email and our team will guide you through the process.

📧 info@kisumu.store