This Return and Refund Policy governs al return, refund, and dispute requests made on Kaiki Marketplace. It applies to al users and all product categories including fashion, home appliances, furniture, and other listed items. All requests are subject to review and approval by Kaiki.

1. Eligible Cases for Return or Refund

A return or refund may only be considered in the folowing cases:
● Wrong item delivered
● Item received is damaged on arrival
● Item is materially different from the listing description

2. Non-Refundable Conditions

Refunds wi l not be granted in the folowing cases:
● Request made after 48 hours of delivery
● Order has been confirmed (manualy or automaticaly after 48 hours)
● Item has been used, worn, washed, damaged, or altered after delivery
● Item is not returned in the same condition it was delivered
● Original packaging, tags, accessories, or parts are missing (where applicable)
● Damage caused by improper use, handling, instalation, or storage by the buyer
● Failure to provide required evidence during dispute resolution

3. Return Approval Requirement

Al return and refund requests must be reviewed and approved by Kaiki before any return is initiated. Unauthorized returns may be rejected.

4. Return & Dispute Timeframe

● Buyers must raise a return or dispute request within 48 hours of delivery
● After 48 hours, the order is automaticaly marked as completed
● Late claims wi l not be accepted except where Kaiki determines otherwise at its
sole discretion

5. Evidence Requirement

Buyers may be required to provide supporting evidence, including:
● Photos and/or videos of the item
● Proof of damage, defect, or mismatch
● Packaging evidence (where applicable)
● Any additional information requested during review
Failure to provide sufficient evidence may result in rejection of the claim.

6. Escrow Protection

Al payments are securely held in escrow by Flutterwave, a licensed third-party
payment provider.
Funds are released only when:
● The seler confirms delivery, or

● The system automaticaly confirms delivery after 48 hours
During an active dispute, funds remain frozen until the matter is resolved.

7. Dispute Resolution Process

Kaiki fo lows a structured dispute resolution process:
● Dispute review begins within 24–48 hours
● Evidence submission period: 3–5 business days
● Final decision: within 5–7 business days
● Refund or payout processing: 2–5 business days after resolution
Kaiki may extend timelines where necessary to ensure fair resolution.

8. Refund Processing

Where a refund is approved, it wi l be processed through the original payment method
or through authorized payment provider channels.

9. Seller Responsibility

Selers are responsible for ensuring products are accurately described, properly packaged, and in the stated condition at dispatch. When a return is approved and the item is returned by the buyer, selers must confirm receipt of the returned item within 48 hours of delivery. Failure to confirm within 48 hours wi l result in automatic confirmation by Kaiki, and the buyer will be refunded accordingly, subject to verification by Kaiki. Kaiki reserves the right to make the final decision on any return-related dispute.