1. Scope of the Policy

This policy applies to:

• Shoppers: Individuals or organizations purchasing products via the BAYE FoodMart App.
• Vendors: Individuals or organizations selling their goods via the platform.

2. Refund Eligibility for Shoppers

A refund request may be approved under the following circumstances:

a) Damaged, Defective, or Expired Goods

• Items delivered in poor condition (spoiled, broken, expired) may be eligible for a full or partial refund.
• Proof must be provided within 24 hours of delivery (photo/video evidence and delivery receipt).

b) Wrong Items Delivered

• If the delivered product does not match the order (e.g., wrong item, quantity, or brand), a refund or replacement may be issued.

c) Non-Delivery

• If an order is not delivered within the stated delivery timeframe (excluding Force Majeure situations), the customer may request a full refund.

3. Refund Procedure for Shoppers

1. Initiate a Request

• Submit a refund request via the app or by emailing [email protected] within 24 hours of delivery.

2. Review & Verification

• Our support team will investigate the claim and may contact the vendor and logistics partner for verification.

3. Resolution Timeline

• Refund decisions will be made within 3 working days of request submission.

4. Refund Method

Approved refunds will be processed via:

• Mobile money (M-Pesa)
• Store credit on BAYE FoodMart
• Bank transfer (for large orders)

4. Conditions That May Void a Refund

• Late submission (beyond 24 hours after delivery)
• Incomplete evidence
• Product has been used or altered
• Misuse or mishandling by customer

5. Vendor Responsibilities

• Vendors must ensure accuracy in product listing, quantity, and quality.
• Vendors are responsible for replacing/refunding orders where they are at fault (damaged goods, wrong items, etc.)
• BAYE FoodMart reserves the right to debit the vendor’s wallet for refunds issued to customers based on vendor errors.

6. Dispute Resolution

If a refund request is disputed:

• The matter will be escalated to the BAYE FoodMart Support Team.
• In complex cases, BAYE FoodMart may involve a neutral third party or regulator (e.g. Kenya Consumer Protection Advisory Committee).
• Final decisions made by BAYE FoodMart will be binding.

7. No Refunds On

• Perishable goods after the allowed time window.
• Customer-initiated cancellations after order dispatch.
• Promotions, offers, and vouchers (non-refundable).

8. Contact for Refunds

📧 [email protected]
📞 +254 796-742654
📍 BAYE Africa Offices, Khanaga Plaza, Kisumu- Kakamega Road