Refund & Returns Policy

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 fulfilling the order and handling returns, refunds, and exchanges, subject to this policy and applicable law.

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 doesn’t respond or you can’t reach agreement, open a dispute and contact support.
3. Provide photos and details (e.g., damage, wrong item, missing parts) to speed up resolution.

2) Timeframes

• Physical items: request a return/refund within 14 days of delivery.
• Damaged / incorrect items: report within 7 days of delivery.
• Digital items (if offered): refunds may be limited once a download is delivered, except where required by law or if the file is defective/not as described.

3) Eligible Conditions

• Item arrived damaged.
• Wrong item received.
• Item not as described (material mismatch, missing parts, etc.).
• Item not received (after reasonable carrier investigation / 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 a replacement or refund without requiring a return.

5) Refund Method

Approved refunds are processed back to the original payment method used at checkout (for example, via Stripe card refund). Processing time depends on your bank/payment provider.

6) Disputes & Chargebacks

If you can't resolve an issue with the seller, you can open a dispute on Jaat. Please contact us before filing a chargeback with your bank—chargebacks can delay resolution and may require additional evidence.

7) Contact

Questions about this policy? Contact us at support@jaat.co.ke or visit our Contact page.