REFUND POLICY
Last updated: September 2026
At Letsy Digital Limited (“Letsy,” “we,” “us,” or “our”), we are committed to providing a fair, transparent, and reliable shopping experience across our multivendor marketplace and delivery platform. This Refund Policy explains how refunds are handled for orders placed through Letsy, including our website and mobile application, and forms part of our Terms and Conditions.
1. ELIGIBILITY FOR REFUNDS
You may be eligible for a refund if:
• You received the wrong item
• The item delivered is damaged or defective
• Your order was not delivered
• Items are missing from your order
• You were charged but the order was not completed
• The vendor cancelled the order after payment was made All refund requests must be submitted as soon as possible, and in any event within 48 hours of delivery (or of the scheduled delivery time, for orders that were never delivered), so that we can investigate the issue while it is still verifiable with the vendor and delivery rider. Requests submitted outside this window may still be reviewed at Letsy’s discretion.
2. NON-REFUNDABLE SITUATIONS
Refunds will generally not be issued in the following cases:
• Change of mind after an order has been processed or delivered
• Opened, used, or consumed food and perishable items, unless they were damaged, spoiled, or incorrect on arrival • Products damaged after delivery due to customer handling
• Customized or special-order items made specifically to your request
• Items clearly marked as non-returnable or final sale on the product listing
3. REFUND PROCESS
Once a refund request is submitted, Letsy will review the order, delivery, and payment records, and, where necessary, consult the vendor and/or delivery rider involved before approving or declining the request. Once a refund is approved, Letsy will process it through one of the following methods, depending on how the original payment was made: • M-Pesa (reversal to the number used for payment)
• Bank transfer
• Card reversal, where applicable
• Letsy wallet credit or store credit Refund timelines may vary depending on your payment method and financial institution. M-Pesa refunds are typically the fastest to process; bank and card reversals may take longer to reflect, depending on the receiving institution.
4. ORDER CANCELLATION AND REFUNDS
If you cancel an order before it has been processed or dispatched by the vendor, you will generally qualify for a full refund. If cancellation is requested after processing has begun for example, once a vendor has started preparing or packaging your order refund eligibility will depend on the stage of preparation and the individual vendor’s cancellation policy, and a partial refund may apply.
5. DELIVERY ISSUES
Refunds relating to delivery issues may be considered where:
• The order was not delivered at all
• The wrong item was delivered
• The item delivered was significantly different from what was ordered Delays caused by traffic, weather, road conditions, or other factors outside Letsy’s or the rider’s reasonable control do not, on their own, qualify for a refund, though we will keep you informed and work to resolve significant delays.
6. FRAUD PREVENTION
Letsy reserves the right to decline refund requests that are suspected to be fraudulent, abusive, or inconsistent with normal platform usage. This includes repeated claims of non-delivery or damage that are inconsistent with delivery and payment records. Accounts found to be misusing the refund process may face restrictions, including suspension, in accordance with our Terms and Conditions.
7. HOW TO REQUEST A REFUND
To request a refund or report an issue with your order, please contact Letsy Support through the app or our official support channels with the following:
• Your order number
• A description of the issue
• Supporting evidence, such as photos of the item received, where applicable Our team will review your request and respond as quickly as possible.
You may reach us at:
Letsy Digital Limited
P.O Box 429–60200, Nkubu, Kenya
Email: [email protected]
Call / WhatsApp: 0748 000 864