12. Cancelling an order
12.1 Before dispatch
You can cancel an Order, or part of it, free of charge until the rider has collected it. You will be refunded in full, including the delivery fee.
12.2 After dispatch
Once the rider has collected your Order, it can no longer be cancelled free of charge. If you refuse it at the door without a valid reason, the goods are refunded once returned to the Seller, and the delivery fee is retained.
12.3 Cancellation by us or a Seller
We or a Seller may cancel an Order where a product is unavailable, a price was obviously wrong, a Restricted product cannot lawfully be supplied, the delivery location is outside our service area, or we reasonably suspect fraud. You will be refunded in full for anything cancelled.
13. Returns, refunds and problems with an order
13.1 Each shop’s returns terms
Each Seller sets its own returns terms for change-of-mind returns. They are shown on the product page and at checkout before you pay. These may be more generous than the law requires, but never less.
13.2 Faulty, wrong or incomplete orders
Whatever a Seller’s returns terms say, if a product is faulty, damaged, not as described, not what you ordered, or missing, you are entitled to a remedy. Please report it:
- at the door, if you can see it when the Order is handed over; or
- within 48 hours of Handover, through your order page or by contacting us, with a photograph where you can.
Reporting within 48 hours helps us resolve things quickly. It does not limit rights you have under the law for faults that only become apparent later.
13.3 Lost or damaged in transit
If your Order is lost, or arrives damaged, you will not be asked to pursue the Seller or the courier yourself. You will be refunded in full or, if you prefer and it is available, sent a replacement. Urban Market deals with the Seller and TumaBoda.
13.4 Products that cannot be returned for change of mind
Unless faulty or not as described, the following cannot be returned simply because you changed your mind: food and other perishables; medicines; opened fragrance, cosmetics and personal-care products; alcohol whose seal has been broken; and items made or personalised to your order.
13.5 How refunds are paid
- Refunds go back to the method you paid with.
- Once a refund is approved, it is issued promptly. How quickly it then reaches you depends on your payment provider.
- Refunds for goods include the full price paid. The delivery fee is refunded where the whole Order was not delivered, or was faulty or wrong through no fault of yours.
14. If an order does not arrive
If your Order is not delivered, you are refunded in full, including the delivery fee (see section 13.5). After Handover, you keep every remedy described in section 13 and under the law.
This describes your remedies. It is not insurance, and not a guarantee of a Seller’s products beyond the remedies in these Terms and the law.
Questions about a return? Write to hello@urbanmarket.ke with your order number.