Returns and Refund Policy

This Returns and Refund Policy (the “Policy”) is an integral part of our Terms of Use and applies to all purchases made on Jiji.co.ke.

Refunds Process

Jiji is an online marketplace that connects independent buyers and sellers. Jiji is not a party to the sale-purchase contract and does not own, inspect, or guarantee the items listed.

Jiji facilitates delivery arrangements but does not assume responsibility for delivery, returns, or refunds. All disputes must be resolved directly between buyer and seller.

If a buyer wishes to return an item that is either not as described or is defective, the buyer shall contact the seller directly using the contact option provided on the platform within 14 days after the purchase.

Upon receiving a return request from the buyer, the seller shall:

review the buyer’s request;
request from the buyer any supporting evidence, such as photos, videos, or other relevant information necessary to assess whether the item is either not as described or is defective;
decide whether the item is either not as described or is defective;
provide a clear reply to the buyer, explaining why the return is or is not accepted, within 5 working days from receipt of the request.

If the item requested to be returned is either not as described or is defective, seller shall accept the return and:

provide the buyer with a return address;
explain how to send the item back;
confirm what must be included in the return package.

When the seller receives the returned item, the seller shall verify:

that the correct item was returned;
that its condition corresponds to the description provided by the buyer;
that all parts and accessories are included.

If the return is approved on the grounds that the item was either not as described or was defective, the seller shall issue the refund directly to the buyer using the same payment method originally used for the purchase within 5 working days since the item was returned.

Sellers who fail to comply with this Returns and Refund Policy may have their account restricted or removed from the platform.

Changes to Policy

We reserve the right to modify this Policy at any time. If material changes are made, we will provide reasonable advance notice. Continued use of the service after such changes constitutes acceptance.

Questions and Support

If you have any questions about purchases, billing, or refunds, please contact our support team at support@jiji.co.ke.

Last Updated: 26 November 2025