Last Updated: 1st December 2025
At LocalMarket, we aim to ensure a smooth and reliable shopping experience for all customers. This Refund Policy explains when and how refunds may be issued for orders placed through localmarket.co.ke and our mobile applications.
Because LocalMarket is a multi-vendor platform, refunds may depend on vendor policies, product type, delivery status, and final verification by our support team.
A customer may be eligible for a refund under any of the following conditions:
If you cancel an order before the vendor accepts it, you are eligible for a full refund.
Refunds apply if:
The vendor rejects the order
Items are out of stock
The vendor delays unreasonably in preparing the order
A refund may be issued if:
You receive the wrong item
Items are missing from the order
Items arrive damaged, spoiled, expired, or unsafe
Packaging is compromised for food or pharmacy items
Condition:
You must report such issues within 1–3 hours of delivery along with photo evidence.
You may qualify for a refund if:
The delivery partner fails to deliver due to issues on their side
An order is excessively delayed beyond acceptable delivery windows
If you are charged twice for the same order, we will issue a refund after verification.
Refunds do not apply in the following cases:
If the delivery partner arrives and the customer is unreachable:
Wrong or missing phone number
Wrong delivery address
Customer not responding after multiple attempts
Once food or perishable items are prepared by the vendor, refunds may not apply even if you cancel.
We cannot refund:
Delivered items you decide you no longer want
Items already consumed, opened, or used
For safety reasons, pharmacy products, personal care items, and hygiene products are non-refundable unless:
They were delivered damaged, expired, or incorrect
Once delivered and verified, refunds will not apply unless there is a product issue within the allowed timeframe.
Depending on the original payment method, refunds may be issued through:
For orders paid via M-Pesa, refunds will be processed back to your M-Pesa number.
Card payments are refunded to the same card used during checkout.
In some cases, refunds may be issued as LocalMarket Wallet Credit for faster processing.
Partial refunds may apply in cases where:
Some items are missing
Substitutions were not accepted
Delivery fee adjustments are needed
Contact us via:
In-app support
Email: support@localmarket.co.ke
Phone: [Insert Official Number]
Include:
Order ID
Photos (for damaged/wrong items)
Explanation of the issue
Our team will:
Review evidence
Verify details with the vendor and delivery partner
Approve or decline the refund based on our policies
If approved, the refund will be processed via:
M-Pesa
Card
Wallet Credit
Estimated timelines:
| Payment Method | Estimated Processing Time |
|---|---|
| M-Pesa | 1–3 business days |
| Card | 3–7 business days (depends on bank) |
| Wallet Credit | Instant |
| Partial Adjustments | 24 hours |
Time may vary depending on banking partners and vendor confirmation.
Refunds for parcel services apply only when:
Delivery fails due to LocalMarket or rider error
Package is lost or damaged by the delivery partner
Customers must provide proof and proper packaging should have been used.
Refund processing may take longer due to stock and vendor verification.
LocalMarket reserves the right to decline refunds if we detect:
Fraudulent activity
Repeated refund abuse
Fake claims
Intentional misuse of the platform
Some vendors may have their own refund rules.
LocalMarket refunds will always align with:
Vendor policies
Kenyan Consumer Protection laws
Platform-wide safety and quality standards
LocalMarket may update this policy occasionally.
Updates will be posted on our website with the revised date.
Continued use of the Platform constitutes acceptance of the updated policy.
For any refund-related concerns:
LocalMarket Kenya – Customer Support
Email: support@localmarket.co.ke
Website: localmarket.co.ke
Phone: +254718505072
