1. In short
The contract of sale is between you and the seller. The seller is responsible for accepting returns, issuing refunds and honouring warranties. Pichatech does not receive or hold your payment, so it cannot issue a refund on the seller's behalf.
Pichatech provides the order page, seller contact details and a dispute process to help you reach a resolution.
2. Your statutory rights
Nothing in a seller's return policy removes rights you have under Kenyan law, including the Consumer Protection Act, 2012 and the Sale of Goods Act. Goods must be of the description given, fit for purpose and of acceptable quality. If an item is faulty, not as described, or not delivered, you are entitled to a remedy from the seller.
3. Each seller sets a return window
Sellers may set their own return window and conditions, which should be shown on their shop page or product listing. If a seller has not published a policy, ask them before you order. A seller policy cannot be less generous than your statutory rights.
4. How to request a return
- Contact the seller from your order page as soon as possible, and within 48 hours for damaged, wrong or incomplete deliveries.
- Include your order number, photos of the item and packaging, and a short description of the problem.
- Agree the return method, courier and address with the seller in writing.
- Keep proof of postage or drop-off until the seller confirms receipt.
5. Refunds and who pays
Because you paid the seller directly, the seller refunds you directly, normally using the same M-Pesa number or bank account you paid from. Refund timing depends on the seller and their payment provider.
If the item is faulty, not as described, or was not delivered, the seller should cover the cost of returning it. If you changed your mind and the seller accepts a discretionary return, return delivery may be at your cost.
6. Items that may not be returnable
- Services that have already been carried out, such as a completed repair.
- Digital products, licences or top-ups once delivered.
- Items that have been used, damaged or altered after delivery, except where the fault existed when you received them.
- Hygiene-sensitive items and custom-made products, where the seller states this before you order.
7. Faulty items and warranty
New and refurbished items may carry a manufacturer or seller warranty. Keep your receipt and the original packaging where possible. A warranty is in addition to your statutory rights, not a replacement for them.
8. If the seller will not help
Open a dispute from your order page. Pichatech may review the order record and evidence, contact the seller, and suspend shops that repeatedly fail to resolve issues. Pichatech can help mediate but cannot compel a refund or order money back from a seller.
You can also report the matter to the Competition Authority of Kenya or seek advice from a consumer rights organisation.
9. Contact
For help using the order or dispute tools, email hello@pichatech.com with your order number.