Effective Date: 16th June, 2025
At KabaKaba, customer satisfaction is at the heart of what we do. If you're not completely happy with your purchase, we're here to help. This Return & Refund Policy explains the conditions under which items may be returned or refunded.
You may request a return or refund if:
The product received is damaged, defective, expired, or not as described.
The item was delivered to the wrong address or the wrong item was sent.
The order was cancelled within the cancellation window but was still charged.
Note: Perishable items (like fresh food), personal care items, and digital services are generally not eligible for returns unless defective or damaged.
General merchandise (clothing, accessories, electronics, etc.): within 7 days of delivery.
Non-perishable groceries & household goods: within 48 hours of delivery.
Large items (furniture, appliances): within 3 days of delivery, if unused and in original condition.
Perishable items (fruits, vegetables, fresh food): return requests must be made within 2 hours of delivery.
To initiate a return or refund:
Go to your Orders section in the KabaKaba app.
Select the item and tap "Request Return" or "Report an Issue".
Provide a clear description and upload a photo if applicable.
Our support team will review your request and respond within 24–48 hours.
Once your return is approved:
Refunds are processed to your original payment method (mobile money, debit card, etc.).
In some cases, a KabaKaba Wallet credit may be offered for faster resolution.
Refunds may take 3–7 business days to appear in your account, depending on your bank or payment provider.
For eligible returns, we may schedule a pickup through our logistics team (for large or fragile items).
Smaller items may require drop-off at a designated vendor or pickup point, depending on location.
The following items cannot be returned, unless defective or wrongly delivered:
Fresh produce, dairy, meat, and other perishables
Health and hygiene products (e.g., masks, opened toiletries)
Services (e.g., transport, repairs)
Customized or made-to-order items
Some vendors on the KabaKaba platform may have their own return conditions. These will be clearly indicated on the product page. If no special conditions are stated, this general policy applies.
We’re here to support you. For any issues with returns or refunds:
📧 Email: [email protected]
📞 Phone:+233 242 630 886
📲 Or use the Help section in your KabaKaba app
