30-day return request period
Request a return within 30 calendar days after delivery by contacting Kainos support with your order reference. Contact us before bringing or sending an item to our office. This request window does not limit applicable rights for defective or misdescribed goods.
Change-of-mind returns
For a change-of-mind return, the item must be unused, unworn and complete, with its original packaging, tags and accessories. Unsealed personal-care or hygiene items, personalised goods and perishables are excluded from change-of-mind returns unless the listing expressly allows them. These exclusions do not apply to a confirmed fault, damage or an incorrect item.
Get help with an order
If an item is damaged, faulty, incorrect or missing, contact support promptly with your order reference, a description and photos where available. Keep the packaging and accessories while we investigate. Do not send an item back before receiving return instructions.
Cancellations
Contact support as soon as possible to request cancellation. We will check whether the order has been dispatched or an import has already been committed and explain the available options and any disclosed costs before proceeding.
Return assessment
We coordinate with the seller to assess the issue and arrange an appropriate replacement, repair or refund. Product condition, purchase evidence and the reported issue may need to be checked. Any product-specific return conditions must be shown before a live purchase. These conditions do not remove applicable consumer rights.
Return delivery costs
Where the supplied item is confirmed faulty, damaged or incorrect, the customer will not be asked to bear reasonable return shipping costs caused by that issue. For other eligible returns, any customer-paid collection or delivery cost must be explained before the return is arranged.
Refund processing
We aim to assess a returned item within 3 business days of receipt and initiate an approved refund within 5 business days of approval. Business days exclude weekends and Ghanaian public holidays. Approved refunds are returned through the original payment method where supported. We will tell you the approved amount, initiation date and expected processing period. The bank, Mobile Money provider or payment processor may take additional time to credit the funds. Contact support if the advised date passes.
Before live sales open
The 30-day return policy applies to live purchases once the marketplace launches. The shop currently accepts test transactions only, so no real payment requires refunding.
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