Returns & Refund Policy

Last updated: April 23, 2026

This Returns & Refund Policy sets out the terms under which buyers may return items purchased on the Nefxi marketplace and the conditions under which refunds will be issued.

1. General Return Eligibility

You may be eligible to return an item if: • The item received is significantly different from the listing description • The item arrived damaged or defective • You received the wrong item • The item was not delivered within the estimated delivery window Return requests must be raised within 7 calendar days of the confirmed delivery date.

2. Items Not Eligible for Return

The following items are generally not eligible for return unless defective: • Perishable goods (food, plants, and similar items) • Digital goods and downloaded software • Personalised or custom-made items • Undergarments, swimwear, and pierced jewellery (for hygiene reasons) • Items marked as "Final Sale" or "Non-Returnable" in the listing • Items that have been used, modified, or damaged by the buyer

3. How to Initiate a Return

Step 1 — Contact the Seller: Use the in-app messaging feature to notify the seller of the issue. Sellers have 48 hours to respond. Step 2 — Open a Return Request: If the seller is unresponsive or the issue is unresolved, open a return request through My Orders > [Order] > Request Return. Step 3 — Provide Evidence: Upload photos or a short video clearly showing the issue. Step 4 — Nefxi Review: Our team will review the request within 2 business days. Step 5 — Outcome: If the return is approved, you will receive shipping instructions. The item must be returned in its original packaging where possible.

4. Return Shipping

If the return is due to seller error (wrong item, damaged, not as described), the seller is responsible for return shipping costs. If the return is due to buyer preference (change of mind, where allowed), the buyer bears the return shipping cost. We recommend using a trackable shipping service for all returns. Nefxi is not responsible for items lost in return transit.

5. Refund Process

Once the returned item is received and inspected by the seller (or confirmed by Nefxi where applicable): • Full refunds are processed within 3–7 business days to the original payment method • For M-Pesa payments, refunds are sent directly to your M-Pesa number • Card refunds may take an additional 2–5 business days to appear on your statement Shipping costs paid by the buyer are non-refundable unless the return is due to seller error.

6. Seller Responsibilities

Sellers on Nefxi are required to: • Accept valid return requests within their listing's stated return policy • Respond to return requests within 48 hours • Process approved refunds promptly • Accurately describe all items in their listings Sellers who repeatedly fail to honour return requests may have their accounts suspended.

7. Nefxi Buyer Protection

Under the Nefxi Buyer Protection programme, if a seller fails to resolve a legitimate dispute, Nefxi may: • Issue a full refund from platform reserves • Mediate on the buyer's behalf • Take action against the non-compliant seller Buyer Protection applies to transactions completed through the Nefxi payment system. Off-platform payments are not covered.

8. Fraud Prevention

Abuse of the returns process — including making false claims, returning different items, or returning damaged goods — is a violation of Nefxi's Terms of Service and may result in permanent account suspension and legal action.

9. Contact

For returns and refund enquiries: Email: [email protected] In-app: Help Centre > Returns & Refunds