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Refund Policy

Patabay Refund Policy

This policy applies to purchases from Patabay in Kenya and should be read together with our Return Policy.

When refunds are available

We provide refunds for eligible returns, including defective, incorrect, delivery-damaged or misdescribed products and qualifying change-of-mind returns.

Request your return within 14 calendar days after delivery or collection. Product condition requirements and return instructions are set out in our Return Policy.

Refund amounts and costs

  • Defective, incorrect, delivery-damaged or misdescribed products: We refund the amount paid for the returned product and any original delivery charge attributable to it. Patabay covers return transport. If the whole order is returned for one of these reasons, we refund the full original delivery charge.
  • Change-of-mind returns: We refund the amount paid for the returned product. Original delivery charges are not refundable, and the customer pays return courier costs directly.
  • Restocking and administration fees: We charge neither. Both are KSh 0.

Refunds reflect the amount actually paid after any discounts.

Refund timing

After receiving your return, we inspect it and notify you of the outcome.

For eligible returns, you will receive your refund within 14 calendar days from the date Patabay receives the returned item. This period includes inspection and payment-provider processing.

If a return is declined, we will explain why. Contact us if you disagree with the assessment.

How refunds are paid

Refunds are made through the original payment method wherever possible:

  • M-PESA: To the number used for the original payment.
  • Card: To the original payment card.
  • Bank transfer: To the originating bank account.
  • Cash on delivery or cash purchases: By M-PESA or bank transfer to the purchaser, using details verified and agreed with the purchaser.

We will not substitute store credit for a monetary refund unless you choose it.

Cancelled or unfulfilled orders

If you cancel before dispatch, or Patabay cannot fulfil your order, we refund all money paid for the cancelled items, including any delivery charge for a fully cancelled order. You will receive the refund within 14 calendar days after cancellation is confirmed.

If the order has already been dispatched, contact us to arrange its return under our Return Policy.

Refund assistance

If your refund has not arrived within the stated period, contact us with your order number and return acknowledgement:

Phone/WhatsApp: 0711 477 775
Email: patabaylimited@gmail.com
Address: Norwich Union, 4th Floor, Suite 14, opposite Hilton Hotel, Nairobi CBD, Nairobi, Kenya.

This policy does not limit your rights under applicable Kenyan consumer law.