Returns & Refunds
Last Updated: August 23, 2025
AfricaCity Hub ("we," "us," or "our"), an e-commerce platform accessible at www.africacityhub.com (the "Platform"), is committed to ensuring a fair and transparent shopping experience. This Refund and Returns Policy outlines the terms under which returns and refunds may be processed for products purchased through the Platform. As an e-commerce marketplace, AfricaCity Hub facilitates transactions between you and third-party vendors or brands ("Vendors"). Therefore, returns and refunds are primarily subject to the policies and warranties of the respective Vendor or brand from whom you purchased the product.
1. General Policy
Vendor Responsibility: AfricaCity Hub acts as an intermediary between you and the Vendors. All returns and refunds are governed by the specific Vendor’s or brand’s return and refund policies, as well as any applicable warranties provided by them. We encourage you to review the Vendor’s policy, which is typically available on the product listing page, before making a purchase.
No Direct Liability: AfricaCity Hub is not directly responsible for processing returns or issuing refunds unless explicitly stated otherwise. Any claims for defective, damaged, or incorrect products should be directed to the Vendor or brand responsible for the product.
2. Eligibility for Returns
To be eligible for a return, the following general conditions typically apply, subject to the Vendor’s specific policy:
Timeframe: Returns must be initiated within the period specified by the Vendor, typically within 7 to 30 days from the date of delivery.
Condition: Products must be unused, in their original packaging, and in the same condition as received, unless the return is due to a defect or damage.
Proof of Purchase: You must provide proof of purchase, such as an order confirmation or receipt, to initiate a return.
Certain products, such as perishable goods, personalized items, or digital products, may not be eligible for return unless defective or as specified by the Vendor.
3. Return Process
Contact the Vendor: To initiate a return, contact the Vendor directly through the contact information provided on the product listing or in your order confirmation email.
Vendor Instructions: Follow the Vendor’s specific instructions for returning the product, including any required forms, return shipping details, or additional documentation.
Return Shipping: Unless otherwise stated in the Vendor’s policy (e.g., for defective products), you are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure delivery.
Inspection: The Vendor will inspect the returned product to confirm eligibility for a refund or replacement based on their policy.
AfricaCity Hub may assist in facilitating communication with the Vendor but is not responsible for the execution of the return process.
4. Refunds
Vendor Discretion: Refunds are issued at the discretion of the Vendor and subject to their refund policy. If approved, refunds will typically be processed to the original payment method within a reasonable timeframe, as determined by the Vendor.
Non-Refundable Costs: Shipping fees, handling charges, or other non-refunded costs may not be reimbursable unless the return is due to a Vendor’s error (e.g., incorrect or defective product).
Processing Time: Refund processing times vary by Vendor and payment method. AfricaCity Hub does not control or guarantee the speed of refund processing.
5. Defective, Damaged, or Incorrect Products
If you receive a defective, damaged, or incorrect product, contact the Vendor immediately to report the issue. The Vendor’s warranty or return policy will govern the resolution, which may include a replacement, repair, or refund, subject to their terms. AfricaCity Hub may assist in escalating such issues but is not liable for the resolution.
6. Warranties
Products sold through the Platform may come with warranties provided by the Vendor or brand. Any warranty claims, including repairs or replacements, must be addressed directly with the Vendor or brand in accordance with their warranty terms. AfricaCity Hub does not provide or administer warranties for products sold on the Platform.
7. Non-Returnable Items
Unless otherwise specified by the Vendor, the following items are generally non-returnable:
Perishable goods (e.g., food, supplements, medicine, or flowers).
- Gift cards, certificates, and vouchers.
Customized or personalized products.
Digital products or downloadable content.
Items marked as "final sale" on the product listing.
8. AfricaCity Hub’s Role
As a marketplace, AfricaCity Hub does not own, stock, or ship products directly. Our role is to connect you with Vendors and facilitate a seamless shopping experience. While we strive to ensure Vendors provide clear and fair return policies, we are not responsible for:
The quality, condition, or performance of products.
The fulfillment of returns, refunds, or warranties by Vendors.
Any losses or damages arising from your interactions with Vendors.
If you encounter issues with a Vendor’s response or policy, you may contact us at support@africacityhub.com, and we will make reasonable efforts to assist in resolving the matter.
9. Limitation of Liability
To the fullest extent permitted by law, AfricaCity Hub is not liable for any direct, indirect, incidental, or consequential damages arising from returns, refunds, or warranty claims. Our liability is limited to the amount paid for the product in question, and only in cases where AfricaCity Hub is directly responsible for an error in the transaction process.
10. Changes to This Policy
We may update this Refund and Returns Policy from time to time. Changes will be posted on the Platform, and significant updates will be communicated through appropriate channels. Your continued use of the Platform after changes constitutes acceptance of the updated policy.
11. Contact Us
If you have questions or need assistance regarding this Refund and Returns Policy, please contact us at:
AfricaCity Hub
Email: support@africacityhub.com
Address: Riverside Square, Riverside Drive, Westlands, Nairobi, Kenya
For direct inquiries about returns or refunds, please contact the Vendor using the information provided in your order confirmation or on the product listing page.
Thank you for shopping with AfricaCity Hub. We value your trust and are committed to connecting you with reliable Vendors for a positive shopping experience.
