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Buyer Protection

Returns & Disputes Policy

We want every purchase at Jirani Hub to be exactly what you expected. Here is what happens if something goes wrong — and how we make it right.

Last updated: January 2025
Applies to all Jirani Hub orders
Report within 24 hours of receipt
✅
We will fix it
Wrong item, damaged product, or significantly not as described — we will resolve it with a replacement, credit, or refund.
❌
Not covered
Change of mind, buyer's remorse, or complaints raised after 24 hours of receiving your order are generally not accepted.
1 When You Are Covered
Valid reasons to raise a dispute

Jirani Hub stands behind every order placed through the platform. If any of the following apply to your order, you are entitled to raise a dispute and we will work to resolve it promptly.

Wrong item received. You received a product that is different from what you ordered — wrong variety, wrong quantity, or from the wrong seller.
Damaged or spoiled product. The product arrived broken, spoiled, or in a condition that makes it unusable or unfit for consumption.
Significantly not as described. The product is materially different from the listing — wrong size, incorrect specification, or misrepresented quality.
Item missing from order. You paid for multiple items but one or more were not included in your packed order.
Delivery never arrived. Your delivery order was marked dispatched but never reached you and the rider cannot confirm delivery.
Overcharged at delivery. The balance collected by the rider at the door was more than the confirmed balance on your order ticket.
2 What Is Not Covered
Situations outside our return scope

We are a community marketplace and our sellers are real local producers — not large retailers with unlimited return stock. Certain situations fall outside what we are able to accommodate.

Change of mind. You decided you no longer want the item after purchase. All sales are final unless the product is faulty or wrong.
Complaints raised after 24 hours. Issues must be reported within 24 hours of receiving your order. After this window we are unable to verify the condition at delivery.
Perishables stored incorrectly. Fresh produce that has spoiled due to improper storage after delivery — once food items leave our care in good condition, storage becomes your responsibility.
Minor cosmetic variation. Small visual differences in handmade or farm-fresh products (colour variation, natural blemishes) that do not affect use or quality.
Reservation deposits after confirmation. Deposits paid to reserve a coming-soon product are non-refundable once the stock has arrived and you have been notified.
Exceptional circumstances. If your situation is not listed above but you believe you have been genuinely treated unfairly, please WhatsApp us. We review every case individually.
3 How to Raise a Dispute
Five simple steps to report a problem

All disputes are handled directly via WhatsApp. There is no online form to fill in — just message us with the details below and we will take it from there. The faster you contact us, the faster we resolve it.

1
Note your order reference. Find your order reference (e.g. JH-2025-001234) from your confirmation SMS, M-Pesa receipt, or your Jirani Hub account order history.
2
Take a photo immediately. Before returning or discarding anything, photograph the product and its condition. This is your evidence and speeds up the review significantly.
3
WhatsApp us within 24 hours. Send your order reference, the photo, and a brief description of what is wrong to +254 742 744 502. Use the quick link below.
4
We review and respond. Our team reviews your complaint, contacts the seller if needed, and responds to you — typically within a few hours on the same business day.
5
We arrange a resolution. Depending on the outcome, we organise a replacement delivery, a store credit, or an M-Pesa refund. See resolution options below.
Report a Problem on WhatsApp
4 Resolution Options
How we make it right

Depending on the nature of the issue, the availability of stock, and the seller's response, we will offer one of the following resolutions. We always try to offer the option most convenient for you.

Replacement delivery. We send the correct product at no additional cost — same delivery slot or next available. This is our preferred resolution for wrong or damaged items.
Store credit. A credit note equal to the value of the disputed items, valid for your next purchase. Applied to your account immediately upon approval.
M-Pesa refund. A full or partial refund sent to the M-Pesa number used for payment. Processing takes 1–3 business days after approval.
Partial resolution. If only part of an order is disputed (e.g. one item out of three), the resolution covers only the affected portion — not the full order value.
5 Deposits & Reservation Cancellations
What happens to your 40% deposit

All reservations at Jirani Hub require a 40% deposit. Whether you get that deposit back depends on the reason for cancellation and the stage the order has reached.

Scenario Deposit refundable?
Seller's stock never arrived and product was removed by admin Full refund
Reservation expired (3 days passed, not collected/delivered) Not refunded
Buyer cancels before stock arrives (coming-soon product) Case by case
Buyer cancels after stock confirmed and notified Not refunded
Delivery failed due to rider error or wrong address supplied by Hub Full refund
Delivery failed because customer was not reachable / not home Not refunded
Product received but significantly not as described (valid complaint) Full refund or replacement

If you are unsure about your specific situation, WhatsApp us before cancelling — we may be able to offer an alternative like rescheduling delivery or transferring the reservation to a different product.

6 Seller Accountability
What happens to sellers with complaints

Every seller on Jirani Hub has signed up knowing that product quality and accuracy are non-negotiable. When a valid complaint is raised:

The seller is notified directly. We contact the seller via WhatsApp and give them the opportunity to explain or resolve the issue.
Complaint record kept. Repeated complaints against a seller are tracked. Patterns of quality issues or misrepresentation lead to review of their account.
Suspension for repeat offenders. A seller who accumulates multiple valid complaints may have their products removed and listing suspended pending review.

This process protects buyers while giving honest sellers a fair chance to address genuine mistakes. Our goal is a marketplace where trust is earned and maintained — not assumed.

7 Contact & Response Timeframes
When and how to reach us

All returns and dispute queries are handled through WhatsApp or in person at our physical shop. We do not use email for dispute resolution — WhatsApp gives us the fastest, most accountable channel.

WhatsApp: +254 742 744 502 — Available Monday–Saturday, 07:00–20:00. Most queries responded to within 2 hours during shop hours.
In person at our shop. Off Kikuyu Road, Near Kirigu Police Station, Mutuini-Kirigu, Dagoretti South. Walk in during opening hours — Mon–Sat 07:00–20:00.
24-hour window is strict. We cannot process complaints raised more than 24 hours after delivery or collection. Please report immediately if something is wrong.
Contents
Policy at a Glance
Report window24 hours
How to reportWhatsApp
Response timeSame day
ResolutionsReplacement · Credit · Refund
M-Pesa refunds1–3 business days
Change of mindNot accepted
Shop hoursMon–Sat 07:00–20:00
Report a Problem

WhatsApp us with your order reference and a photo of the issue. We respond the same day.

WhatsApp Us Now +254 742 744 502

Something went wrong?

Don't wait — WhatsApp us within 24 hours with your order reference and we'll sort it out the same day.

Report on WhatsApp Contact Page