Refund and Cancellation Policy

Last Updated: February 04, 2026

Effective Date: February 04, 2026

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1. Overview

At Kitabu Swap, we strive to ensure your satisfaction with every transaction. This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting refunds, and the timeline for processing.

2. Refund Eligibility

2.1 You ARE Eligible for a Refund If:

• Book Not as Described: The book received significantly differs from the listing description, photos, or stated condition
• Wrong Book Delivered: You received a completely different book than what you ordered
• Missing Pages or Significant Damage: The book has missing pages, water damage, or major defects not disclosed in the listing
• Non-Delivery: The book was not delivered within 14 days of confirmed dispatch and cannot be located
• Order Cancellation: You cancelled the order before the book was dispatched
• Duplicate Charge: You were charged twice for the same transaction
• Seller Cancellation: The seller cancels the order after you've paid

2.2 You ARE NOT Eligible for a Refund If:

• Change of Mind: You no longer want the book after delivery
• Minor Condition Variations: Small wear and tear consistent with the stated condition (e.g., slight cover creasing on a "Good" condition book)
• Late Inspection: You report issues more than 48 hours after delivery confirmation
• Personal Preference: The book content doesn't match your expectations (e.g., edition differences, curriculum changes)
• Delivery Delays: Minor delays within 7 days due to logistics issues
• Buyer's Mistake: You ordered the wrong book

3. Refund Process

3.1 How to Request a Refund

1. Report the Issue: Contact us within 48 hours of delivery via:
   • Email: support@kitabuswap.com
   • Phone: +254 100 384 876
   • Platform's "Report Problem" feature
2. Provide Evidence: Include:
   • Order number
   • Clear photos of the book showing the issue
   • Detailed description of the problem
   • Original listing screenshots (if available)
3. Await Review: Our team will review your request within 2-3 business days
4. Return (if required): In some cases, you may need to return the book
5. Refund Issued: Once approved, refunds are processed according to the timeline below

3.2 Investigation Process

When you request a refund, we will:

• Review your evidence and order history
• Contact the seller for their account
• Compare the book condition with listing details
• Make a fair determination based on all evidence
• Communicate our decision within 3-5 business days

4. Refund Methods and Timeline

4.1 Refund Methods

Refunds will be issued via the same method used for payment:

• M-Pesa: Directly to your registered M-Pesa number
• Credit/Debit Card: To the original card used
• Points: Restored to your Kitabu Swap account
• Bank Transfer: If the original method is unavailable

4.2 Processing Timeline

Payment Method	Processing Time
Points	Immediate (within 24 hours)
M-Pesa	1-3 business days
Credit/Debit Card	5-10 business days
Bank Transfer	3-7 business days

4.3 Partial Refunds

In certain cases, we may offer partial refunds:

• Book condition is slightly worse than described but still usable
• Minor missing accessories (e.g., CD, workbook) not critical to main use
• Delivery delays that caused inconvenience
• Resolution agreed upon between buyer and seller with our mediation

5. Order Cancellation

5.1 Before Dispatch

You can cancel your order before it's dispatched:

• Log into your account
• Go to "Your Orders"
• Click "Cancel Order"
• Full refund will be processed immediately

5.2 After Dispatch

Once dispatched, cancellation is not possible. However, you may:

• Refuse delivery (but delivery fees may apply)
• Request a refund after receiving if eligible (see Section 2)

5.3 Seller Cancellation

If the seller cancels your order:

• You will receive a full refund including any paid delivery fees
• Points will be restored immediately
• The seller may face account restrictions for frequent cancellations

6. Return Process

6.1 When Returns Are Required

You must return the book if:

• The refund value exceeds 500 KES or 50 points
• The book can be resold to another user
• The seller requests return and we deem it reasonable

6.2 Return Shipping

• Our Fault: We cover return shipping if the issue is on our end (wrong book, not as described)
• Your Fault: You cover return shipping if you made an error (wrong book ordered)
• We will arrange pickup through our logistics partners
• Original packaging should be used if available

6.3 Return Conditions

Books must be returned:

• In the same condition as received
• With all included materials (CDs, workbooks, etc.)
• Within 7 days of refund approval
• Without additional damage or marking

7. Non-Returnable Items

The following cannot be returned or refunded:

• Digital products (e-books, access codes) once delivered
• Personalized or custom-order books
• Books with safety seal broken (if applicable)
• Gift cards or promotional codes

8. Exceptions and Special Cases

8.1 Lost in Transit

If a book is lost during delivery:

• We will investigate with the logistics partner
• If confirmed lost, full refund will be issued
• Seller will also be compensated
• Processing time: 5-7 business days

8.2 Damaged in Transit

• Report damage immediately upon delivery
• Provide photos of damaged package and book
• We will file a claim with logistics partner
• Refund or replacement will be arranged

8.3 Wrong Address

• If you provided the wrong address, we may not be able to refund
• Additional delivery fees will apply for re-delivery
• Update your address in profile before ordering

9. Dispute Resolution

9.1 Mediation

If buyer and seller disagree on a refund:

• Kitabu Swap will mediate the dispute
• Both parties must provide evidence
• Our decision is final and binding
• Resolution typically takes 5-7 business days

9.2 Escalation

If you're not satisfied with our decision, you may:

• Request a second review (one-time only)
• Contact our customer service manager
• Seek external dispute resolution

10. Refund Abuse Prevention

To maintain fairness, we monitor for refund abuse:

• Multiple refund requests may trigger account review
• False claims will result in account suspension
• Frequent returns may lead to purchase restrictions
• We reserve the right to refuse service to abusers

11. Contact for Refund Issues

For refund-related questions or concerns:

• Email: support@kitabuswap.com
• Phone: +254 100 384 876
• WhatsApp: +254 100 384 876
• Hours: Monday-Friday, 8am-6pm EAT

12. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Continued use of the Platform after changes constitutes acceptance of the modified policy.

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