Mybigorder Kenya LTD – Return, Refund & Liability Policy 

The following terms outline how returns, refunds, and liabilities are handled between Customers, Vendors (Merchants), Delivery Partners, and Mybigorder Kenya LTD. These rules ensure fairness, accountability, and smooth resolution of disputes across the platform.

1. Refund Liability Guidelines

1.1 Merchant Liability

Refund costs arising from issues caused by the Merchant will remain the full responsibility of the Merchant.

These include, but are not limited to:

Defective or Dead-On-Arrival (DOA) products

Missing accessories, freebies, or components

Non-genuine items

Items not matching the product description, specifications, or photos shared

Wrong product delivered

1.2 Customer Liability

Refund costs arising due to the Customer’s actions or decisions will be the full responsibility of the Customer.

These include:

Change of mind

Wrong order placed by the customer

Failure to collect or receive the item on time

Refusing the item without valid, contract-based reasons

Misuse or mishandling of the product after delivery

1.3 Delivery Partner Liability

Refund costs caused by delivery errors will be the responsibility of the Delivery Partner.

These include:

Lost items

Wrong delivery location

Delivery damage caused by mishandling

Failure to deliver an item within the agreed timeline

2. Off-Platform Purchases

Products or services purchased outside the Mybigorder website, app, or official payment channels are not recognized as Mybigorder transactions and are not covered by any of our policies.

Customers are strongly advised to ensure:

Orders are placed ONLY through the Mybigorder platform

Payments are completed via official Mybigorder payment channels

This is the only way to guarantee buyer protection.

3. Escrow Payment Protection

Mybigorder Kenya LTD offers an escrow-based payment system for selected products, ensuring customers’ money is safe.

Payments made directly through the platform are held securely until:

The order is processed,

The product is delivered, and

The customer confirms acceptance of the item.

This system protects both buyers and sellers from loss and fraud.

4. Vendor Terms

Each Vendor is encouraged and required to clearly state their specific Terms & Conditions under each product listing, including:

Warranty information

Return window

Defect handling

After-sales support

Where vendor terms exist, they become part of the product contract.

5. General Return & Refund Rules

To improve merchant handling and customer experience, the following policies apply:

5.1 Valid Customer Returns (Returned to Merchant)

A product will be returned to the Merchant if:

It is defective or DOA

It has missing parts, accessories, or freebies

It is not genuine

It does not match the product ordered at the time of purchase

It violates the product description or misrepresents specifications

5.2 Service Center Repairs

Products requiring service center repairs:

Must be taken to the authorized service center

If repairs are not completed within 10 working days, the item will be returned to the Vendor for further action

Vendors must cooperate to resolve such cases promptly

5.3 Delivery Failures

If a delivery fails, the item will:

Be returned to the pick-up point

OR returned to the merchant if uncollected

Vendors should always claim their returns when dropping off new orders.

6. Buyer Responsibility

Customers must:

Inspect items before leaving the shop, where applicable

Report any disputes within 24 hours of receiving a product

Reject items immediately if they do not meet the stated return conditions

Keep evidence (photos/videos) when disputing a product’s quality or condition

Failure to report issues within 24 hours means the item is considered accepted.

7. Return Procedure

If a customer rejects or disputes an item for any valid reason:

Contact Mybigorder immediately via:

Email: info@mybigorder.com

Phone: +254 746 557 585

Mybigorder will initiate:

Quality checks

Communication with the vendor

Delivery partner assessment (if needed)

The item will be returned to the Vendor for verification or resolution.

Summery

Refunds costs due to Merchant that are genuine will be a liability to the Merchant.

Refund costs due to the Customer that are genuine will be a liability of the Customer.

Refund costs due to the delivery partner will be a liability of the Delivery Partner.

Products or services purchased outside the scope of the website shall not be considered to come from us and in that case not covered by any of our terms. Customers are therefore advised to always ensure payments are done and orders made through the platform.

Mybigorder Kenya LTD has placed an escrow payment system where payments are held till the product is delivered (this applies for certain products). This means the customer's payment is always safe when made directly through us till the delivery has been made.

Each vendor should always state their Terms below each product description.

In an effort to improve our return to merchant process and better our merchant and customer experience, the following are some of the refund terms and policies.

As stated in our merchant policy and contract any products or services that fulfilling the conditions below will be returned to the vendor.

Products that are returned by customers for valid reasons will be returned back to the vendors.

Products that are defective/DOA, have missing parts/freebies, are not genuine or simply do not correspond to what the customer ordered at the time of ordering will be returned to the Merchant.

Products and services that need fixing at a services center are taken to the service center and not fixed within 10 working days are returned.

Returns due to Delivery fails will be returned to the order point or returned to the place the order was picked. Please always ask for your returns when dropping off your current orders.

Please check your items before leaving the shop. Customers should also raise any product or service dispute 24 hours after receiving the product and raise any disputes or reject the item if it doesn’t respect the return conditions stipulated in the contract.

Incase a customer rejects any item for any particular reason contact us at info@mybigorder.com or call us on +254746557585 it will be taken back to the vendor for quality check or necessary conversations started with the vendor. 

For EX-UK / Used Electronics, Verified Items & Pre-Confirmed Orders

At Mybigorder, we work closely with sellers to ensure customers receive exactly what they ordered. To protect both our buyers and sellers, the following return policy applies for items such as EX-UK products, used electronics, or items verified before dispatch.

1. Pre-Dispatch Confirmation Policy

For all EX-UK and used electronic items:

Mybigorder provides actual photos and/or videos of the item before dispatch.

The buyer must confirm the product condition, appearance, and specifications before delivery.

Once confirmed, the order is considered accepted and moves into the delivery stage.

After pre-dispatch confirmation, returns based on condition or appearance will NOT be accepted.

2. Return Eligibility for EX-UK / Used Electronics

A return is only accepted if:

a) The item delivered is completely different from what was confirmed

(e.g., different model, wrong colour, wrong specifications)

b) The item arrives physically damaged

Damage must be reported within 24 hours of delivery with photos/videos.

Not Eligible:

Change of mind

Personal preference after confirmation

Buyer claims rejection without evidence of defect

Item tested and used

Condition complaints if actual photos were provided and approved

3. Cross-County Delivery Policy 

For orders delivered outside Nairobi or across counties:

Returns are not accepted unless the product delivered is wrong or damaged on arrival.

Buyer must inspect the product at pick-up/delivery point when possible.

Refunds for non-defective products after long-distance delivery are NOT supported.

4. Seller Payment & Refund Structure

Because Mybigorder pays sellers immediately after product verification:

Once the buyer confirms the item before dispatch, the seller is paid.

Refunds would require:

Seller refunding Mybigorder

Mybigorder refunding the buyer

Buyer returning the item in original condition

Shipping/return costs covered by buyer

This process is only possible if the seller agrees, therefore:

Mybigorder cannot guarantee refunds for confirmed and approved items.

5. Buyer Responsibility

Before confirming an order:

Review product photos/video carefully

Confirm all details: condition, EX-UK nature, accessories, warranty, etc.

Ask any questions before dispatch

Once approved, the item is considered accepted and non-returnable.

6. Mybigorder Protection Clause

Mybigorder is a marketplace connecting buyers and sellers.

We do not hold stock, but rely on seller verification and buyer confirmation.

Therefore:

Mybigorder is not responsible for return or refund disputes arising after buyer confirmation and dispatch.

Mybigorder will assist in mediating, but final approval lies with the seller.

We do not manufacture, stock, or own the products sold.

All return approvals, quality checks, and refunds are subject to merchant agreement and policy compliance.