Refund Policy

1. When you are entitled to a full refund

The Shopper fails to purchase the goods and the Order is cancelled before any purchase is made.

No Shopper fulfils an accepted quote within 14 days of payment and you elect to cancel.

The entire consignment is lost, seized or destroyed in transit and no insurance replacement is available.

A duplicate or erroneous payment was made to Kaswana.

2. Partial refunds

Where part of the list is unavailable, the unpurchased items are refunded at the quoted item value, and the service fee is prorated to the value actually purchased.

Where an approved return is completed, the item value is refunded; original shipping and customs charges already incurred are not refunded unless the whole Order was at fault.

3. Cancellation windows

Before the Shopper marks 'Shopping in progress': full refund, no cancellation fee.

After shopping begins but before handover to the shipper: refund of unpurchased items only; purchased items may be shipped or returned to the merchant where the merchant permits, with any restocking charge deducted.

After handover to the shipper: cancellation is not possible; the Return Policy applies instead.

4. Deductions

Kaswana may deduct third-party bank charges, payment-gateway fees, non-recoverable merchant restocking charges, and customs or freight costs already irreversibly incurred. Deductions are itemised in the refund decision.

Referral discounts are not refundable as cash; a refunded Order restores the discount value to the code only where the code was not consumed.

5. Failed payments and disputed proofs

Where a bank-transfer proof cannot be verified, the payment is marked failed and no funds are held by Kaswana; you may retry payment on the Platform. If funds left your account but were not received, provide your bank's transaction reference so we can trace it.

Fraudulent or altered proof of payment will be reported and may lead to permanent account closure.

6. Method and timeline

Refunds are made in NGN to the original bank account or card used for payment. We do not refund to third-party accounts.

Approved refunds are initiated within 5 business days of the decision. Bank settlement typically completes within 3–10 business days; card reversals may take up to one billing cycle.

7. Shopper payouts and chargebacks

Shopper payouts are released against evidenced milestones. Where a refund is granted due to Shopper fault, Kaswana may recover the amount from pending or future payouts.

Initiating a bank chargeback without first using the Platform's dispute process is a breach of our Terms and may result in suspension.

8. Governing law

This Refund Policy forms part of our Terms and Conditions and is governed by the laws of the Federal Republic of Nigeria, with disputes resolved as set out in the Terms.