- Booking and Delivery: To secure a product booking, customers are required to make an initial MPESA deposit. We guarantee product delivery within 48 hours of booking confirmation. In the event that a customer needs to cancel their order, a refund is available according to our refund policy.
- Refund Policy: If a cancellation occurs before the product is dispatched, a full refund will be provided. In cases where delivery has already taken place, the refund will be processed minus any applicable charges, as outlined in our refund policy.
Monthly Payments and Flexibility:
- Monthly Payments: Monthly payments are set to begin one month after the product’s delivery. This pay-as-you-go approach enhances flexibility and accommodates varying financial circumstances.
- Payment Schedule: Payments are to be made between the 5th and 15th of each month. Adhering to this schedule ensures smooth processing and avoids any disruptions in service.
Account Management and Communication:
- Account Creation: Once the product is delivered and verified, a dedicated account will be established for the purpose of monthly contributions. This account will facilitate transparent and efficient payment tracking.
- Communication Channels: Effective communication is key to the process. We require all customers to maintain communication through WhatsApp, which serves as the primary channel for updates, coordination, and addressing any queries.
Payment Delinquency and Recovery:
- Payment Delinquency: In the unfortunate event of failure to make payments for three consecutive months, the item recovery process will be initiated. We urge customers to communicate any difficulties they might be facing to prevent this situation.
Product Selection and Usage:
- Domestic Use Selection: Customers can select up to 5 items or items worth a minimum of Ksh250,000 for domestic use.
- Commercial Use Selection: Customers opting for commercial use can select up to 20 items or items worth a minimum of Ksh500,000.
These comprehensive terms are designed to create a transparent and reliable hire purchase experience with Koposoko. We are committed to providing our customers with flexibility, efficient communication, and a hassle-free process for acquiring the products they need. Please reach out to us if you have any questions or require further clarification. Your satisfaction is our priority.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your M-Pesa account again.
Then contact your financial institution, it may take some time before your refund is officially posted.
Next contact your financial institution. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at [email protected] for questions related to refunds and returns.