Refund Policy

This Refund Policy explains when a customer may request a refund, when a refund may be rejected, and how Tununue may review disputes between customers and vendors.

1. When a Refund May Be Approved

A refund may be approved where:

• The product was not delivered.
• The wrong product was delivered.
• The product was damaged before or during delivery.
• The product was defective on arrival.
• The product was significantly different from the description or images shown.
• The order was cancelled before dispatch, where cancellation is allowed.
• The vendor failed to fulfill the order within a reasonable time.
• The complaint was raised within the allowed refund or dispute period.

2. When a Refund May Be Rejected

A refund may be rejected where:

• The customer provided wrong or incomplete delivery details.
• The customer was unreachable during delivery.
• The product was damaged after delivery by the customer.
• The customer changed their mind after using the product.
• The product was returned incomplete, damaged, or different from what was delivered.
• The refund request was made outside the allowed dispute or return period.
• The customer failed to provide reasonable evidence when requested.
• The item is not eligible for return due to hygiene, safety, digital, or legal restrictions.

3. Dispute Process

If a customer has a problem with an order, they should raise a dispute from their order page or contact Tununue support. The customer may be required to provide details such as photos, order number, delivery information, and explanation of the problem.

Customers should raise normal product complaints within 48 hours after delivery. For issues discovered later, Tununue may review complaints raised within 7 days after delivery, depending on the product type, evidence provided, and the circumstances of the case.

Issues raised after the allowed period may be rejected unless there is a valid reason, or the issue falls under warranty, fraud, or a serious product safety concern.

Tununue will first try to resolve refund, delivery, product, and order-related disputes through its internal dispute review process. This may include reviewing the order status, payment status, delivery information, vendor response, customer evidence, and any other relevant details.

If a dispute cannot be resolved internally, the matter may be handled in accordance with the laws of Kenya and referred to the appropriate courts, tribunals, regulators, or dispute resolution bodies with jurisdiction in Kenya.

4. Review by Admin or Staff

Tununue admin or authorized staff may review the customer complaint, vendor response, delivery details, order status, payment status, and any evidence provided before making a decision.

Tununue may approve a refund, reject a refund, request more information, approve a replacement, ask for product return, or take another fair action depending on the evidence and platform rules.

5. Vendor Response

Vendors may be asked to respond to refund or dispute claims. A vendor may need to provide proof of dispatch, product condition, delivery confirmation, or communication with the customer.

If the issue was caused by vendor fault, such as wrong item, defective item, counterfeit item, missing item, misleading description, or poor packaging, Tununue may approve a refund, replacement, or other corrective action.

6. Escrow and Vendor Settlement

Where vendor settlement is delayed or escrow is active, Tununue may normally release vendor funds after 3 days from confirmed delivery if no dispute, refund request, delivery issue, or order concern has been raised.

Customers should raise normal product complaints within 48 hours after delivery. This helps Tununue review wrong, damaged, defective, missing, or misrepresented product complaints before vendor funds are released.

For high-risk orders, new vendors, expensive products, electronics, auto parts, suspicious activity, unresolved delivery concerns, or orders already under review, Tununue may hold vendor funds for up to 7 days after delivery or until the issue is reviewed and resolved.

If a valid dispute is raised before vendor funds are released, Tununue may continue holding the funds until the dispute is reviewed and resolved.

If vendor funds have already been released and a valid complaint is later approved, Tununue may recover the refund amount from the vendor’s wallet balance, future payouts, pending settlements, security deposit if applicable, or require the vendor to provide a replacement, repair, refund, or other corrective action.

7. Refund Method

Approved refunds may be processed through the original payment method or another approved method, depending on the payment provider, mobile money provider, bank, or platform setup.

Tununue may require confirmation of customer payment details before processing a refund.

8. Refund Processing Time

Refund processing time may vary depending on the payment method, payment provider, bank, mobile money provider, and internal review process.

Once a refund is approved, Tununue will aim to process it within a reasonable time, but delays may occur due to bank, mobile money, payment provider, verification, or technical issues.

9. Return of Products

In some cases, a customer may be required to return the product before a refund is completed. The product should be returned in the condition received, with accessories, packaging, and proof of purchase where applicable.

A refund may be delayed or rejected if the customer fails to return the product where return is required, or if the returned product is incomplete, damaged, altered, or different from the item delivered.

10. Replacement Instead of Refund

Depending on the situation, Tununue may approve a replacement instead of a refund. This may apply where the product can be replaced fairly and the customer, vendor, and platform review process support that option.

11. Warranty Issues

Some products may have vendor or manufacturer warranty. Warranty claims may follow the warranty terms provided for that product and may be handled separately from normal 48-hour delivery complaints.

Warranty does not cover misuse, customer damage, unauthorized repair, normal wear and tear, or issues excluded by the vendor or manufacturer warranty terms.

12. Contact

For refund support, customers should use the order dispute option where available or contact Tununue through the Contact Us page.