Effective Date: June 1, 2026
At Goldship, we are committed to ensuring customer satisfaction and maintaining trust across our marketplace. We understand that situations may arise where a refund is necessary, and this Refund Policy outlines the conditions, procedures, and timelines applicable to refund requests made through the Goldship platform.
By placing an order on Goldship, you agree to the terms outlined in this Refund Policy.
Goldship operates as a multi-vendor marketplace that connects customers with independent sellers and delivery partners. Refunds may be available for eligible purchases where products fail to meet expectations, arrive damaged, are not delivered as agreed, or qualify under our return and cancellation guidelines.
All refund requests are subject to verification, review, and approval by Goldship and/or the relevant vendor.
Customers may be eligible for a refund under the following circumstances:
If an item arrives damaged during shipping or delivery.
If the product received is faulty, malfunctioning, or does not perform as intended.
If you receive a product different from what was ordered, including incorrect size, color, model, or quantity.
If one or more items are missing from your order.
If the product significantly differs from the description, specifications, or images displayed on Goldship.
If the order cannot be delivered due to vendor or logistics-related issues and no alternative arrangement is agreed upon.
If a customer is charged multiple times for the same transaction.
If an order is successfully canceled before shipment or processing, subject to applicable conditions.
Refunds will generally not be issued for:
Customers must submit refund requests within:
Within 7 days of receiving the order.
Within 48 hours of delivery confirmation.
Within 14 days from the estimated delivery date.
Within 30 days of the transaction date.
Refund requests submitted after the applicable period may not be considered.
To initiate a refund request:
Log in to your Goldship account.
Navigate to My Orders.
Select the relevant order.
Click Request Refund.
Choose the reason for your request and provide supporting details.
Upload photographs, videos, or documentation where applicable.
Submit your request for review.
Customers may also contact Customer Support for assistance with the refund process.
Once a refund request is received:
Goldship reserves the right to approve or deny refund requests based on available evidence and policy compliance.
Approved refunds may be issued through one of the following methods:
Direct refund to the customer’s registered mobile money account.
Refunds processed back to the original debit or credit card used for payment.
Direct transfer to a verified bank account where applicable.
Store credit that can be used for future purchases on the platform.
The refund method may depend on the original payment method and applicable operational requirements.
Once approved, refunds are typically processed within:
| Payment Method | Estimated Processing Time |
|---|---|
| Mobile Money - MPesa | 1–5 Business Days |
| Debit/Credit Card | 5–14 Business Days |
| Bank Transfer | 3–10 Business Days |
| Goldship Wallet Credit | Immediate to 24 Hours |
Processing times may vary depending on financial institutions and payment providers.
If the refund results from:
Goldship may refund the applicable delivery charges.
Where returns are initiated due to customer preference or change of mind, shipping fees may be non-refundable.
Customers may request order cancellation before shipment or processing.
If an order has already been:
cancellation may no longer be possible, and the customer may need to follow the return and refund process instead.
Goldship actively monitors refund activity to prevent abuse and fraudulent claims.
We reserve the right to:
Certain product categories or vendors may have additional refund conditions based on the nature of the products being sold.
Where applicable, such terms will be clearly disclosed on the product page before purchase.
Goldship's responsibility for approved refunds shall not exceed the amount paid by the customer for the affected product(s), including applicable delivery fees where required.
Goldship shall not be liable for indirect losses, business interruption, loss of profits, or consequential damages arising from refund disputes.
Goldship reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will become effective upon publication on the Platform.
Continued use of Goldship after policy updates constitutes acceptance of the revised policy.
