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Vazi — Returns & Refunds Policy

Version: 1.0 · Effective date: 26 August 2026

This policy explains, in plain language, when you get your money back and how. It is part of the Vazi Terms of Service; if the two ever conflict, the Terms of Service prevail.

1. The promise

Before any second-hand item is sent to you, Vazi staff physically check it against its listing — the measurements, the condition, the declared defects and alterations, the photos. If what arrives doesn't match what was listed, you get your money back.

2. What the guarantee covers

You can claim if the item you received materially differs from its listing:

  • Measurements outside the published tolerance shown on the listing
  • Condition worse than the grade listed
  • Defects that were not declared (stains, tears, repairs, missing buttons, odour, …)
  • Alterations that were not declared (hemmed, taken in, resized, …)
  • Wrong item, wrong colour, or wrong size variant
  • A materially different material than listed
  • Damage that happened in transit

3. What it does not cover

  • Change of mind. Second-hand items cannot be returned because you no longer want them. Every item is checked and matches its listing before dispatch — please use the measurements and photos to decide before buying.
  • Fit, when the measurements are accurate. If the item matches its listed measurements but doesn't fit the way you hoped (for example your body profile was out of date), that is not a misdescription.
  • Anything that was declared on the listing — a declared defect or alteration is part of what you bought.
  • Normal characteristics of second-hand clothing consistent with the listed condition grade.
  • Items you have worn, washed, or altered after delivery.

Official Store items: stores may offer their own, more generous return policy — if so, it is shown on their listings and applies in addition to this policy.

Nothing here reduces your rights under Kenyan consumer protection law.

4. The claim window — the in-app timer decides

  • After your order is delivered (or you collect it at a pickup point), a claim window starts. Its length and live countdown are shown in the app on your order — that timer is the authoritative one.
  • Claim before the timer ends: open your order → "Report a problem" → pick the reason, add photos, and describe the issue.
  • Once the window closes (or you tap "Confirm receipt"), the order is complete and payment is released to the seller, so late claims can normally no longer be accepted.

5. How claims are decided

When Vazi checked your item at the hub, staff recorded its actual measurements, mass, and condition. Your claim is compared against that record and your photos. We review claims within 48 hours of receiving them. Possible outcomes:

  • Full refund — we arrange courier return of the item at our cost.
  • Partial refund — where you'd rather keep the item and we agree an amount with you.
  • Declined — with the reason explained. If you disagree, reply to support; a second review by senior staff will take another look.

6. How and when refunds are paid

  • Refund method: M-Pesa, back to the number that paid. For cash-on-delivery claims, refunds go by M-Pesa to your verified account number.
  • Timing: we initiate approved refunds within 24 hours of approval. M-Pesa transfers normally arrive the same day they are initiated; network delays are outside our control.
  • Refunds cover the item price and, where the whole order is refunded for our or the seller's fault, the delivery fee too.

7. Automatic refunds — no action needed

  • Item fails our quality check: if an item you paid for doesn't pass the hub check, we don't ship it — we refund that item automatically and tell you.
  • Seller doesn't deliver in time: if the seller misses the hub drop-off deadline, that item is cancelled and refunded automatically.
  • Payment glitches: if money leaves your M-Pesa but the order doesn't complete, the payment is reversed automatically.

8. Cash on delivery: check before you pay

With COD you may inspect the item at the door against its listing before paying. If it doesn't match, refuse it — tell the courier the reason, pay nothing, and the item comes back to us. Since no money changed hands, there is nothing to refund.

Please only refuse for genuine mismatch; repeatedly refusing orders can limit your COD eligibility.

9. Pickup orders you don't collect

Pickup orders are held for the window shown in the app, with reminders. If you don't collect in time, a prepaid order is refunded minus the delivery and handling fees; a pay-on-collection order is simply cancelled.

10. Questions

In-app support, WhatsApp +254 111 269 826, or officialvazike@gmail.com.