Last Updated: 31/12/2025

This Refund Policy explains the terms under which refunds, returns, exchanges, and cancellations are handled on SMC Smart Shop (“SMC Smart Shop,” “we,” “us,” or “our”). It applies to all customers, vendors, and users of our website, mobile applications, and related services (collectively, the “Platform”).

SMC Smart Shop operates as a multi-vendor marketplace. Some products are sold directly by SMC Smart Shop, while others are sold by independent third-party vendors. As a result, refund terms may vary depending on the seller, product type, and location.

1. Business Information

Business Name: SMC Smart Shop
Address: Western Heights, Karuna Rd, Westlands, Nairobi, Kenya
Phone: +254 755 255 502
Email (Refunds & Abuse): abuse@smcsmart.shop

2. General Refund Principles

• We aim to provide a fair, transparent, and customer-friendly refund process.
• Refund eligibility depends on the product category, condition of the item, and vendor policy.
• All refund requests must comply with this Refund Policy, the vendor’s return policy, and applicable laws, including the Kenya Consumer Protection Act.

SMC Smart Shop reserves the right to deny refunds that do not meet the conditions outlined below.

3. Eligibility for Refunds

You may be eligible for a refund if:

• The item received is defective, damaged, or faulty
• The item received is incorrect or not as described
• The item is missing parts or accessories
• The order was cancelled before shipment
• The product qualifies under the vendor’s return policy

Refund eligibility is subject to inspection and verification.

4. Non-Refundable Items

Unless required by law, the following items are non-refundable:

• Perishable goods (e.g., food, flowers)
• Digital products, downloads, or software licenses once accessed
• Gift cards and vouchers
• Personalized or custom-made items
• Items marked “Final Sale” or “Non-Returnable”
• Intimate or hygiene products once opened (e.g., underwear, cosmetics)
• Products damaged due to misuse, negligence, or unauthorized repairs

5. Timeframe for Refund Requests

Customers must submit refund or return requests within the following periods:

• Damaged or incorrect items: Within 48 hours of delivery
• Standard returns (eligible items): Within 7–14 days of delivery (depending on vendor policy)
• Order cancellation: Before the item has been shipped

Late requests may be rejected.

6. Condition of Returned Items

To qualify for a refund, returned items must:

• Be unused and in original condition (unless defective)
• Include original packaging, labels, and accessories
• Include proof of purchase (order number or receipt)

Items that fail inspection may be returned to the customer without a refund.

7. Refund Process

Step 1: Submit a Request

Contact customer support or submit a refund request through your account, providing:

• Order number
• Reason for return/refund
• Supporting evidence (photos or videos, where applicable)

Requests may also be emailed to abuse@smcsmart.shop.

Step 2: Review and Approval

The request is reviewed by SMC Smart Shop and/or the vendor. Additional information may be requested.

Step 3: Return of Item

If approved, you will receive instructions on how and where to return the item.

Step 4: Inspection and Processing

Once received and inspected, the refund will be processed if approved.

8. Refund Methods

Refunds are issued using the original payment method, where possible, including:

• Mobile money
• Bank transfer
• Card payment
• Store credit (where agreed)

Refund processing times may vary depending on the payment provider but typically take 7–14 business days after approval.

9. Shipping and Handling Costs

• Original shipping fees are non-refundable, except where required by law or where the error is ours or the vendor’s.
• Return shipping costs are generally borne by the customer unless:
  • The item is defective
  • The wrong item was delivered
  • The product was damaged in transit

International return shipping costs may be significantly higher and are the customer’s responsibility unless otherwise stated.

10. Order Cancellations

10.1 Before Shipment

Orders cancelled before shipment are eligible for a full refund, excluding non-refundable fees.

10.2 After Shipment

Orders cancelled after shipment are treated as returns and subject to this Refund Policy.

11. Vendor-Specific Refund Policies

Each vendor on SMC Smart Shop may have additional or specific refund terms, provided they comply with applicable law.

• Customers are encouraged to review vendor refund policies before purchasing.
• In case of conflict, this Refund Policy and applicable law will prevail.

SMC Smart Shop may mediate disputes but does not guarantee a refund where vendor terms are lawfully applied.

12. International Orders

For international orders:

• Refund eligibility remains subject to this policy
• Customs duties, import taxes, and clearance fees are non-refundable
• Delays due to customs are not grounds for automatic refunds

Customers are responsible for ensuring products comply with import regulations in their country.

13. Abuse, Fraud, and Misuse

We reserve the right to:

• Reject refund requests suspected to be fraudulent or abusive
• Suspend or terminate accounts engaging in refund abuse
• Report suspected fraud to relevant authorities

Any abuse or misuse should be reported to abuse@smcsmart.shop.

14. Exchanges

Where available, customers may request an exchange instead of a refund. Exchanges are subject to:

• Product availability
• Vendor approval
• Additional shipping charges (where applicable)

15. Disputes and Escalation

If you are dissatisfied with a refund decision:

• You may request a review by contacting customer support
• Provide additional supporting documentation

SMC Smart Shop will review disputes in good faith but reserves final discretion where permitted by law.

16. Legal Rights

This Refund Policy does not limit any statutory consumer rights available under Kenyan law or applicable international consumer protection regulations.

17. Changes to This Refund Policy

SMC Smart Shop may update this Refund Policy at any time. Changes will be posted on the Platform with an updated effective date. Continued use of the Platform constitutes acceptance of the revised policy.

18. Governing Law

This Refund Policy is governed by the laws of the Republic of Kenya, and disputes shall be subject to Kenyan jurisdiction.

19. Contact Information

For refund inquiries, cancellations, or complaints, contact:

SMC Smart Shop
Western Heights, Karuna Rd
Westlands, Nairobi, Kenya
📞 +254 755 255 502
📧 abuse@smcsmart.shop