Refund & Dispute Policy

1. What this policy covers

This policy applies to:

• Shop orders — physical goods purchased through PepsPayz Shop
• Wallet and payment transactions — deposits, transfers, and checkout payments made via PepsPayz (including M-PESA, card, and wallet balance)
• Disputes — disagreements between buyers and sellers/merchants about orders, delivery, or payment

Separate terms may apply to subscriptions, crypto, or third-party services. Where those differ, the product-specific terms take precedence.

2. Our role

PepsPayz is a technology and payments platform. We facilitate checkout, payment collection, order tracking, and customer support. Many products are fulfilled by independent merchants or suppliers. Those parties are responsible for packing, shipping, and honouring valid refund requests for their listings.

When a problem cannot be resolved directly, PepsPayz may step in to review evidence, coordinate with logistics partners, and—where appropriate—issue a refund or partial refund to protect buyers and maintain platform trust.

3. When you may qualify for a refund

You may be eligible for a full or partial refund if any of the following apply:

• Non-delivery — the order was not delivered within the estimated timeframe shown at checkout (see our Shipping Policy), and tracking or carrier investigation confirms it was not delivered to your address
• Wrong or missing items — you received the wrong product, an incomplete order, or items materially different from the listing (model, size, colour, quantity, or key features)
• Damaged or defective goods — items arrived broken, unusable, or defective, supported by photos or video taken on delivery
• Significantly not as described — the product differs in a meaningful way from images or descriptions on the product page
• Duplicate or erroneous charge — you were charged more than once for the same order, or a clear billing error occurred on our side
• Cancelled before dispatch — you cancelled in time and the order had not yet been shipped (subject to merchant confirmation)

Partial refunds may be offered when only part of an order is affected, or when you agree to keep a discounted or replacement item.

4. What is generally not refundable

Refunds are usually not granted when:

• The shipping address or contact details you provided were incorrect or incomplete
• Delivery was delayed by customs, public holidays, weather, carrier backlogs, or other events outside our reasonable control (we may still help track or replace lost parcels—see Section 6)
• You refuse delivery, fail to collect a parcel, or are unreachable after reasonable delivery attempts
• The item was used, worn, washed, assembled, or altered after delivery (unless the defect existed on arrival)
• The request is made after the time limits in Section 5
• The product category is non-returnable by nature (e.g. perishable goods, intimate apparel, personalised items, or digital goods already delivered or activated)—where stated on the product page
• You changed your mind after dispatch, except where local consumer law gives you a statutory cooling-off right
• Fees charged by banks, mobile money providers, or card networks are non-refundable by PepsPayz, though the principal order amount may still be refunded

5. Time limits and how to request a refund

Shop orders

• Not received: contact us within 30 days of the estimated delivery date
• Damaged, wrong, or not as described: contact us within 14 days of confirmed delivery
• Missing parts or defects discovered later: report within 30 days of delivery with supporting evidence

How to submit a request

1. Sign in to your PepsPayz or Shop account and open your order history, or email us with your order number, payment reference, and a clear description of the issue
2. Include photos or video where relevant (package label, damage, wrong item, listing screenshot)
3. Do not discard original packaging until your case is closed—we may need it for carrier claims or returns

We aim to acknowledge requests within 2 business days and provide an initial decision or next steps within 7 business days, depending on case complexity and supplier response times.

6. Lost, delayed, or returned-to-sender parcels

If tracking shows no movement for an extended period, or a parcel is marked delivered but you did not receive it:

• Contact us promptly so we can open a carrier or supplier investigation
• We may request a signed declaration or police report for high-value non-delivery claims
• If investigation confirms loss or irrecoverable failure to deliver, we will offer a replacement (where stock allows) or a full refund including shipping paid to us

Parcels returned to sender because of address errors may be reshipped at your cost or refunded minus outbound shipping, at our discretion.

7. Returns and reverse logistics

Where a return is required:

• We will tell you whether to keep the item, dispose of it (for low-value damaged goods), or ship it back
• Return shipping may be covered by PepsPayz when the return is due to our or the supplier’s error; otherwise return costs may be deducted from your refund unless law requires otherwise
• Refunds for returned items are processed after we or the merchant receive and inspect the goods, or after photo evidence is accepted for “keep item” resolutions

8. Refund method and timing

Approved refunds are returned using the original payment method where possible:

• PepsPayz wallet — typically credited within 1–3 business days
• M-PESA / mobile money — usually 3–10 business days, depending on your provider
• Card payments — typically 5–14 business days, depending on your bank

Refunds are issued in the currency charged at checkout. Exchange-rate differences from your bank are outside our control. If the original payment method cannot be reversed, we may credit your PepsPayz wallet with your agreement.

9. Dispute resolution

If you and the merchant cannot agree:

• Escalate the case to PepsPayz support with all correspondence and evidence
• We may request additional documents, tracking data, or supplier statements
• We will make a good-faith determination based on platform records, policies, and applicable law
• Our decision on platform-mediated disputes is final for purposes of releasing or withholding held funds, without limiting rights you may have under mandatory consumer protection law

10. Chargebacks and payment reversals

Please contact PepsPayz or the merchant before filing a chargeback or payment reversal with your bank or M-PESA provider. Unresolved platform disputes may lead to delayed refunds and account review.

Chargebacks filed without a good-faith attempt to resolve the issue, or chargebacks associated with fraudulent claims, may result in account suspension, recovery of costs, and reporting to payment partners.

11. Wallet top-ups and payment-service errors

If you were debited but no wallet credit or order was recorded, contact us within 48 hours with the transaction reference (M-PESA code, receipt, or card authorisation ID). Verified failed or duplicate top-ups will be reversed or credited. Successful transfers to third parties generally cannot be reversed once the recipient has received funds.

12. Fraud prevention

We monitor refund and dispute patterns to protect buyers and merchants. Accounts involved in repeated false claims, item-not-received fraud, or payment abuse may be restricted, suspended, or referred to authorities.

13. Changes to this policy

We may update this policy from time to time. The effective date at the top of this page will change when we do. Material changes will be posted here; continued use of PepsPayz after an update constitutes acceptance of the revised policy for new transactions.

14. Contact us

For refunds, returns, or disputes:

• Email: shipping.pepspayz@gmail.com
• Help centre: pepspayz.com/help
• Include your order number, registered email or phone, and payment reference in every message

Related policies: Shipping Policy · Terms of Service · Privacy Policy