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Felbastore

Refund & Returns Policy

How we handle returns, refunds and disputes between buyers and vendors.

Operator: Felbastore Limited · Version 2026-05-15 · Source: docs/legal/05_REFUND_AND_RETURNS_POLICY.md

Draft awaiting legal review. This document is a template generated to accelerate counsel review. It is not legal advice and may change before final publication. See the legal index for status.
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1. Quick reference

  • Damaged / wrong / missing item: report within 48 hours of delivery — full refund or replacement.
  • Item not as described: 7 days from delivery — full refund.
  • Change of mind (eligible items only): 7 days from delivery — refund less return shipping.
  • Defects appearing later: covered by manufacturer warranty or, where applicable, your statutory rights under the Sale of Goods Act and Consumer Protection Act.
  • Order not received: contact us if delivery is more than 24 hours past the promised window.

2. Buyer protection

Funds for marketplace orders are held until you confirm receipt or the auto-release window elapses. If a vendor fails to fulfil or deliver, we will refund you and recover the amount from the vendor.

3. How disputes work

  1. Tier 1 (vendor): open a dispute from your order page; the vendor has 24 hours to respond.
  2. Tier 2 (FelbaStore): if unresolved within 5 days, escalate to FelbaStore mediation; we decide based on the evidence within 7 days.
  3. Statutory remedies: nothing in this policy waives your rights under Kenyan consumer law, including the Consumer Protection Act, 2012.

4. How refunds are paid

Approved refunds are returned to the original payment method where possible. M-Pesa refunds typically arrive within 3 business days, card refunds within 5–10. Where the original method cannot accept a refund (e.g. expired card), we issue wallet credit by default; cash refund to a verified bank account is available on request.

5. Exclusions

  • Perishable goods (fresh food, flowers).
  • Hygiene-sensitive goods unsealed (intimate apparel, earrings, opened cosmetics).
  • Personalised or made-to-order items, except for defects.
  • Digital goods after download / activation, except for defects.
  • Items damaged through misuse or normal wear.

6. Anti-abuse

We monitor return patterns. Where we reasonably believe a buyer is engaged in fraud, serial false claims or wardrobing, we may decline future returns, deduct restocking fees or restrict the account.

7. Help

For assistance email support@felbastore.co.ke. For unresolved disputes you may contact the Competition Authority of Kenya (Consumer Protection Department) or the Office of the Data Protection Commissioner where personal-data issues are involved.

Canonical text for reviewers: docs/legal/05_REFUND_AND_RETURNS_POLICY.md.

Returns & Refund Policy | FelbaStore | Felbastore