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Refund & Returns Policy

Effective: March 27, 2026

Jaat is an online marketplace. Most items are sold and shipped by independent third-party sellers. Jaat facilitates checkout and payments, but the seller is responsible for fulfillment and first-line resolution. Final platform intervention follows the rule-based Purchase Protection Program.

1) How to request a return or refund

  1. Contact the seller from your order page as soon as you notice an issue.
  2. If the seller does not respond or you cannot reach agreement, open a dispute.
  3. Upload evidence (photos, tracking records, receipts, and order details).

2) Timeframes (rule-based)

  • Dispute filing window: depends on issue type and order status.
  • Typical product-quality window: 14 days.
  • Seller response target: 48 hours.
  • Support first-review target after escalation: 72 hours.
  • Appeal deadline after resolution: 7 days.

3) Eligible conditions

  • Item arrived damaged.
  • Wrong item received.
  • Item not as described (material mismatch, missing parts, and similar issues).
  • Item not received after carrier and tracking review.

4) Return shipping

Unless otherwise agreed, buyers are responsible for return shipping for changed-mind returns. For damaged, incorrect, or significantly not-as-described items, the seller may be responsible for return shipping or may offer replacement/refund without return where appropriate.

5) Refund method

Approved refunds are processed back to the original payment method used at checkout (e.g., M-Pesa), or to wallet where policy or payment rails require it. Processing speed depends on payment providers.

6) Rule-based outcomes

  • Buyer wins: full refund.
  • Seller wins: no refund.
  • Partial refund: approved amount only.
  • Mutual agreement: accepted buyer/seller terms.
  • No action: claim rejected where eligibility or evidence is insufficient.

7) Disputes and chargebacks

If you cannot resolve an issue with the seller, open a dispute on Jaat. Contact support before filing a chargeback with your bank; chargebacks can delay resolution and may require extra evidence.

8) Contact

Questions about this policy? Call/text/WhatsApp +254 725 345 345 or WhatsApp, or visit our Contact page.