Kempoh360 – Refund Policy

Effective Date: 1St January 2025
Last Updated: 1St May 2025

At Kempoh360, we are committed to ensuring a safe and satisfactory shopping experience for all our users. This Refund Policy outlines the terms under which customers may request and receive refunds for products, services, and orders placed through our platform.

1. General Refund Conditions

A refund may be requested if one or more of the following conditions apply:

• The item or service was not delivered.

• The item received is damaged, defective, expired, or significantly different from its description.

• The service provided was not rendered or was rendered poorly and not in accordance with the agreement.

• The order was cancelled before dispatch or service initiation.

• The buyer was charged in error.

Refund requests must be submitted within 3 to 7 days of the delivery date or service completion, depending on the product category (see section 3 below).

2. How to Request a Refund

To initiate a refund request:

1. Log in to your Kempoh360 account.

2. Navigate to Orders > Order Details.

3. Click on Request Refund and provide a reason with supporting evidence (e.g., pictures, receipts, service correspondence).

4. Our support team will review your claim within 3–5 business days.

You may also email refunds@kempoh360.com with your order number and complaint details.

3. Category-Specific Refund Guidelines

A. Physical Products (Electronics, Clothing, Household, etc.)

• Refund eligible within 7 days of delivery.

• Must be returned unused, in original packaging, with tags and accessories.

• Shipping costs for returns may be the buyer’s responsibility unless the item was faulty or misrepresented.

B. Groceries & Perishables

• Refunds only granted for:

  • Expired or spoiled products

  • Wrong items delivered

  • Products not delivered at all

• Claims must be submitted within 24 hours of delivery with photo proof.

C. Vehicles & Heavy Equipment

• Due to the nature of high-value assets, refunds are evaluated case-by-case.

• Claims must be initiated within 3 days of delivery or inspection.

• Supporting documents (receipts, inspection reports) are mandatory.

• Transactions may involve escrow, where funds are only released after buyer confirmation.

D. Digital Services & Freelance Work

• If the service was not rendered or completed as agreed, a refund may be issued after dispute resolution.

• Claims must be submitted within 5 days of job delivery or deadline.

• Refunds may be partial or full depending on the stage of service delivery.

E. Food Delivery & Restaurants

• Refunds will be granted if:

  • The order was never delivered

  • Delivered food was spoiled, contaminated, or incorrect

• Claims must be made within 12 hours of delivery.

4. Non-Refundable Items & Situations

We do not offer refunds in the following cases:

• Change of mind after purchase or delivery

• Delays caused by natural disasters, national unrest, or force majeure

• Services already consumed or used in full

• Items damaged by the buyer

• Discounted, clearance, or final-sale items unless defective

5. Refund Processing Time

Once your request is approved:

• Refunds will be processed within 5–10 business days.

• Refunds are credited back to your original payment method (e.g., card, mobile wallet).

• If paid via Cash on Delivery, refunds will be sent via mobile money or bank transfer.

6. Disputes and Escalations

If a refund request is disputed by the seller or service provider, Kempoh360 will mediate the dispute. Both parties will be asked to provide evidence.

Kempoh360’s decision on refund disputes is final.

7. Contact Us

If you have questions or need help with a refund:

📧 Email: refunds@kempoh360.com
📞 Phone: +17787168044
🌍 Website: www.kempoh360.com