Effective from 1st August 2025

Introduction

At topcart, we aim to provide a seamless shopping experience by connecting shoppers with high-quality products. This Returns & Refunds Policy outlines the process for returns and refunds to ensure customer satisfaction and accountability.

This policy applies to all purchases made on topcart, and all returns are handled directly by topcart to simplify the process. Shoppers will never need to communicate with suppliers directly.

Eligibility for Returns & Refunds

topcart offers returns and refunds under the following conditions:

A. Product Issues

Products may be returned if:

• The product is defective, faulty, or damaged.
• It does not function as advertised.
• It contains missing parts or is the wrong size or fit.
• It is unfit for its intended use.
• The delivered product does not match the listing or differs from what was ordered.

Important: Report any issues within 48 hours of delivery. Returns reported after 48 hours but within 5 working days may still be accepted, but they will be subject to further investigation.

For approved returns due to product issues, topcart will cover the cost of return logistics and refund the original delivery fee.

B. Change of Mind

Customers may return products you no longer wish to keep, provided:

• The item is unopened and unused, with no signs of tampering.
• The packaging remains intact with original tags, seals, and labels.

Change of mind returns must be initiated within 5 working days of delivery and meet the above criteria. A restocking fee of 10% and return logistics costs will apply, and the original delivery will not be refunded.

C. Non-Returnable Items

The following items are generally non-returnable, unless in exceptional cases:

• Health & hygiene products (e.g., cosmetics, undergarments) unless sealed and unused.
• Perishable goods.
• Customised or personalised items.
• Items purchased as part of a promotional bundle or limited-time discount.

These items will be clearly marked as non-returnable on their product listings.

E. Rejected Return Options

If your return is rejected, you may choose one of the following options:

• Pay 2x the original delivery charge for product re-delivery
• Forfeit the product.

On rare occasions, topcart may allow you to waive the re-delivery charges, at its discretion.

Special Considerations

A. Low-Value Products:
For products under Ksh 1,000, topcart may offer a refund without collecting the item. If eligible, you will be notified that the return has been processed without collection.

B. Large or Fragile Items:
If an item is visibly damaged at delivery, it should be rejected immediately at the point of delivery. If damage is noticed after opening the package, contact us within 48 hours to initiate a return.

C. Promotional Bundles:
Refunds on promotional bundles will apply only to the discounted value of the product. If prices change during the claim process, we will honor the original price for reorders made within a reasonable window.

Return Process

A. For Registered Shoppers:

Go to "My Orders" in your topcart account.

Complete the Return Request Form, including order details, reason for return, and supporting images/videos.

We will review your request within 48 hours.

If approved, you will receive instructions on packaging and a collection window. Please ensure that you follow these instructions closely and contact us if you need an alternative collection window.

Once collected, the item will be inspected, and topcart will confirm the return outcome within 48 hours.

B. For Guest Shoppers:

Fill in the return request form on the platform

Follow the same process as above, providing all the necessary information for us to process your return.

Please note that the return request and review process for guest orders may take up to 72 hours.

Refund Process

Refunds are generally processed within 14 days after a positive return outcome. Refunds will be issued to:

• Your original payment method,

Refunds may exclude delivery or restocking fees depending on the reason for the return, as specified in Section 2.

Dispute Resolution & Anti-Fraud Disclaimer

If you disagree with a return decision, contact topcart Support to file an appeal. After reviewing the appeal, a decision will be communicated within 3 business days. If you still disagree with the decision, contact customer service.

Fraudulent return claims, such as false requests or tampering with products, will result in immediate account suspension and potential legal action. Suspicious activity will be investigated, and appropriate action may include:

• Account suspension or termination.
• Rejection of the return or refund request.
• Reporting to relevant authorities.

We take fraud seriously to maintain a secure platform for all shoppers and partners.

Contact Information

For help or more details, please contact topcart’s customer service team:

Email: customercare@topcart.co.ke

Contact Us form on the website

Policy Updates

topcart reserves the right to update this policy at any time. Updates will be communicated via:

• Email notifications.
• Updates to our website policy pages.

By placing an order on topcart, you agree to the terms of this Returns & Refunds Policy.