Shopika

Refund Policy

Last updated: June 2026

This Refund Policy explains when and how you can get a refund for purchases made on Shopika, including airtime, data bundles, and orders placed through the Shopika marketplace (water, gas, groceries, pharmacy and other stores).

1. Airtime & Data Bundles

  • Airtime and bundle purchases are delivered instantly and are non-refundable once successfully delivered to the recipient number.
  • If a transaction fails or a duplicate charge occurs due to a system or network error, the amount is automatically reversed to your wallet, or refunded on request within 24-48 hours.
  • If you entered the wrong phone number, contact support immediately - we cannot guarantee reversal once airtime/bundles have been delivered to that number.

2. Marketplace Orders (Water, Gas, Groceries, Pharmacy)

  • You can cancel an order free of charge before the store accepts or dispatches it. Once dispatched, cancellation may not be possible.
  • If you receive a damaged, incorrect, or missing item, contact us within 24 hours of delivery with photos of the item and your order number.
  • Perishable goods (e.g. fresh groceries) and medicines/pharmacy items cannot be returned once delivered, unless the item is incorrect, expired, or damaged on arrival.
  • Approved refunds are credited to your Shopika wallet, or to the original payment method (M-Pesa) where applicable, within 3-5 business days.

3. Delivery Fees

Delivery fees are refunded only if the order was not delivered due to a fault on Shopika's or the store's side (e.g. the store could not fulfil the order). Delivery fees are not refunded for successfully delivered orders.

4. How to Request a Refund

To request a refund, contact our support team with your order number or transaction reference:

5. Processing Time

Approved refunds are processed within 3-5 business days. Refunds to M-Pesa may take longer depending on Safaricom processing times.

6. Changes to This Policy

We may update this policy from time to time. Continued use of Shopika after changes means you accept the updated policy. For questions, see our Terms of Service and Privacy Policy.