Refund and Returns Policy

Overview

At Qyaqo mall, we strive to ensure customer satisfaction across all purchases made on our platform. As a multi-vendor marketplace, we work with independent sellers (“Vendors”) to provide a smooth and fair return and refund experience.

If you are not satisfied with your purchase, you may request a return and refund by following the guidelines below.

Return Policy Guidelines

• You may initiate a return within 3–7 days of delivery for eligible items if:
  
  • You received a wrong item
  • The item is damaged, defective, or faulty
  • The item is not as described
• Items must be returned:
  
  • In their original condition
  • With all packaging, seals, tags, and accessories intact
• For electronic devices:
  
  • Ensure all passwords, accounts, or security locks are removed before returning
  • Failure to do so may result in rejection of the return
• Returns due to change of mind may be accepted depending on the vendor’s policy.
  However, certain items are not eligible for return for hygiene and safety reasons, including:
  
  • Underwear and swimwear
  • Cosmetics and beauty products
  • Food items and supplements

Important Notice

All returned items must meet Qyaqo.shop’s return conditions to qualify for a refund.
We are committed to handling returns in accordance with fair trading practices and applicable consumer protection standards.

How to Initiate a Return

Follow these steps to request a return:

1. Log in to your Qyaqo.shop account
2. Go to “My Orders”
3. Select the order containing the item you wish to return
4. Click “Request Return”
5. Choose the item(s), provide a reason, and add supporting details (photos/videos if necessary)
6. Select your preferred return method (pickup or drop-off, where available)
7. Choose your preferred refund method
8. Review your request and submit

You will receive a confirmation via email or your account dashboard once your return request is submitted.

Return Approval & Processing

• Return requests are reviewed by the vendor and/or Qyaqo.shop
• Validation typically takes 5–10 business days after the item is received
• Once approved, the refund process will begin

Refund Methods & Timelines

Refunds will be issued using your selected method:

• Mobile Money:
  Processed within 24–72 business hours
• Bank Transfer:
  May take up to 5–10 business days depending on your bank
• Debit/Credit Card:
  May take 7–15 business days for the amount to reflect in your account
• Store Voucher / Wallet Credit:
  Issued instantly or within 24 hours after approval

Shipping & Return Costs

• If the return is due to:
  
  • A defective, damaged, or incorrect item → Vendor covers return cost
• If the return is due to:
  
  • Change of mind → Buyer covers return shipping cost

Shipping fees are generally non-refundable, unless the return is due to vendor error.

Vendor Responsibility

• Each vendor is responsible for handling returns and refunds for their products
• Qyaqo.shop may intervene to ensure fair resolution in case of disputes

Rejected Returns

Returns may be declined if:

• The item is used, damaged, or missing parts
• The item is not in its original packaging
• Security features (e.g., passwords) are not removed
• The request falls outside the allowed return period

Need Help?

For assistance, contact our support team:

• Email: info@qyaqo.shop / qyaqomall@gmail.com
• Phone/WhatsApp: 0543060212

Policy Updates

Qyaqo Mall reserves the right to modify this policy at any time. Updates will take effect immediately upon publication.