1. Introduction
At OCLMart.com, we are committed to providing customers with a reliable, transparent, and convenient online shopping experience. This Return, Refund & Cancellation Policy explains the conditions under which products purchased through OCLMart.com may be returned, refunded, exchanged, or cancelled.
OCLMart.com operates as an online marketplace connecting customers with sellers across Africa and international markets. Depending on the transaction, the seller may be OCLMart Limited or an independent third-party seller.
Customers are encouraged to review product descriptions, specifications, images, prices, delivery timelines, and applicable return conditions before placing an order.
Nothing in this policy is intended to exclude or limit any consumer rights that cannot lawfully be excluded under applicable law.
2. Return Period
Customers should report incorrect, damaged, defective, incomplete, or materially misdescribed products within seven (7) working days of delivery.
Customers should submit their return requests within this period by providing the order number, a description of the problem, and clear photographs or videos where relevant.
For the purposes of this policy, working days exclude Saturdays, Sundays, and public holidays in the applicable jurisdiction, unless otherwise required by law.
Where applicable law provides a longer period or additional consumer rights, those legal requirements will take precedence over this policy.
3. How to Request a Return
Step 1: Submit a Return Request
Customers who wish to return a product should contact OCLMart.com through the following official channels:
- Email: returns@oclmart.com
- Mobile: +254 746 522 216
The return request should include:
- Order number and product name.
- Date the product was delivered.
- A clear explanation of the issue or reason for the return.
- Photographs or videos showing the product and any visible damage, defects, or differences from the advertised product.
- Relevant packaging, shipping labels, and supporting evidence, where available.
Customers should submit their requests within the applicable return period, subject to any additional rights provided by law.
Step 2: Return Authorization
OCLMart.com will review the request and coordinate with the relevant seller where necessary.
If the return is approved, the customer will receive instructions explaining how and where to return the item, including the collection or shipping arrangements.
Customers should not send products back before receiving return instructions, unless otherwise required by applicable law.
Step 3: Return Tracking
Where a return shipment is arranged, the customer will receive a return tracking number or waybill details, where available.
Customers should retain proof of dispatch until the return has been completed and the matter resolved.
Step 4: Inspection and Resolution
Once the returned product is received, the seller or designated inspection party will assess its condition and verify the reported issue.
Following inspection, OCLMart.com will coordinate an appropriate resolution with the relevant seller. Depending on the circumstances and applicable law, the resolution may include:
- A refund.
- A replacement.
- An exchange.
- Repair of the product.
- Another appropriate remedy permitted by law.
OCLMart.com will communicate the outcome of the return request to the customer.
4. Incorrect, Damaged, Defective or Misdescribed Products
A product may qualify for a return or other remedy if:
- The delivered item differs from the item ordered.
- The product materially differs from its advertised description, images, or specifications.
- The product arrives damaged or defective.
- The product is incomplete or missing advertised components.
- The product has a functional problem that is not attributable to customer misuse or damage after delivery.
- Another material fulfillment error occurs for which the seller or marketplace is responsible.
Customers should report these issues within seven (7) working days of delivery, subject to any longer period or other rights required by applicable law.
Return Shipping Costs
The seller will bear the cost of return shipping for approved returns covered by this section.
The seller must provide or authorize suitable return arrangements for verified incorrect deliveries, defective products, damaged goods, and materially misdescribed products.
Customers should not be unfairly charged return shipping costs for problems attributable to the seller or where applicable law requires the seller or marketplace to bear those costs.
Any refund of the original delivery fee will be handled in accordance with applicable law and the circumstances of the transaction.
5. Returns for Correctly Delivered Products
A product is generally considered correctly delivered when:
- It matches the product description and specifications displayed at the time of purchase.
- It is the correct product, model, size, colour, or variant ordered.
- It materially matches the advertised images and specifications.
- It arrives in the expected condition and is free from defects or functional issues that would entitle the customer to a remedy.
Where a customer wishes to return a correctly delivered product because of a change of mind, incorrect selection, or personal preference, the return may be accepted subject to the following conditions:
- The seller accepts the return, where seller approval is required.
- The customer submits the request within the applicable return period, subject to applicable law.
- The product meets the eligibility requirements in this policy.
- A 15% order-processing fee, calculated on the item’s purchase price, may be deducted from the refund for an eligible change-of-mind return, where permitted by applicable law and disclosed before purchase.
- The returned product is received and inspected to confirm that it meets the applicable return conditions.
Return Shipping and Delivery Fees
The seller will bear the cost of return shipping for approved returns.
Original delivery fees for change-of-mind returns may be non-refundable where permitted by applicable law and disclosed before purchase.
The 15% processing fee does not apply to returns arising from verified defects, incorrect deliveries, material misdescription, seller error, or other circumstances where charging the fee would be unlawful.
6. Order Cancellation by the Customer
Customers may request cancellation before an order is dispatched, subject to the order status, seller arrangements, and applicable law.
Cancellation requests made after dispatch may need to be handled through the return process.
Where a customer cancels an order for reasons attributable solely to the customer, including a change of mind, incorrect product selection, or personal preference, a 15% order-processing fee may apply where legally permitted and disclosed before purchase.
Any applicable fee will be deducted from the refund, and the calculation will be communicated to the customer.
No customer cancellation processing fee will apply where the cancellation results from:
- Product defects or material misdescription.
- Incorrect items supplied by the seller.
- The seller’s inability to fulfil the order.
- Cancellation attributable to OCLMart.com or the seller.
- Another circumstance in which charging the fee would contravene applicable law.
Refunds for eligible cancellations will be processed in accordance with applicable law and the relevant payment and refund procedures.
7. Conditions for Eligible Returns
Unless the return concerns a defective, damaged, incorrect, or materially misdescribed product, the item should:
- Be unused and in resalable condition.
- Include its original packaging, accessories, manuals, tags, and included components.
- Retain its serial numbers, identification labels, and security seals, where applicable.
- Be returned within the applicable return period.
- Be accompanied by the order details and supporting documentation reasonably required to verify the purchase.
Customers should take reasonable care of products while deciding whether to keep them.
Opening packaging to inspect a product does not automatically disqualify a legitimate claim, particularly where opening was reasonably necessary to discover a defect or discrepancy.
Each case will be assessed according to the nature of the product and applicable law.
Returns may be declined where inspection establishes that damage was caused by misuse, unauthorized alteration, tampering, or damage attributable to the customer after delivery.
A product will not be denied a remedy solely because its packaging is missing or opened where applicable law provides otherwise.
8. Products That May Be Excluded from Change-of-Mind Returns
For legitimate hygiene, safety, perishability, licensing, or other reasons, the following product categories may be excluded from change-of-mind returns where permitted by law and disclosed before purchase:
- Perishable goods, including fresh food and products with a limited usable life.
- Groceries and consumable products.
- Beauty and personal-care products.
- Perfumes and fragrances.
- Underwear, lingerie, innerwear, and socks.
- Bed sheets and designated hygiene-sensitive textile products.
- Jewelry and personal accessories where a lawful exclusion applies.
- Books, CDs, and other media where applicable restrictions apply.
- Adult products and intimate-use items.
- Hair extensions and other designated personal-care items.
- Personalized, custom-made, or specially configured products where a lawful exclusion applies.
- Products subject to other lawful, clearly disclosed return restrictions.
These exclusions apply only to the extent permitted by applicable law.
They do not remove any applicable rights relating to defective, unsafe, counterfeit, incorrectly supplied, or materially misdescribed products.
Customers should report problems with perishable or short-life products promptly and provide supporting evidence where possible.
9. Refund Processing
Once a return or refund request is approved, the refund will generally be issued through the original payment method where practicable, or another lawful and mutually acceptable method.
The following conditions apply:
- Returned products may be inspected before the refund is finalized, unless applicable law requires otherwise.
- Any permitted and properly disclosed deductions will be explained to the customer.
- Processing times may depend on the payment provider, bank, mobile-money service, seller, and payment method.
- Customers may be asked to provide reasonable information necessary to verify the transaction and process the refund securely.
- Where only part of an order is returned, the refund will generally relate to the eligible returned items and any other amounts refundable under applicable law.
OCLMart.com will communicate the outcome of the refund request and provide available refund or transaction references where applicable.
Refunds will be processed within the period required by applicable law or, where no specific period applies, within a reasonable period after approval and completion of any necessary inspection.
10. Exchanges and Replacements
An exchange or replacement may be offered where:
- The wrong product or variant was delivered.
- The product arrived damaged or defective.
- A material component is missing.
- The seller has a suitable replacement available.
- An exchange is otherwise appropriate and permitted by applicable law.
Exchanges and replacements are subject to product availability, inspection where necessary, and coordination with the relevant seller.
If a replacement is unavailable or unsuitable, an alternative remedy, including a refund where required or appropriate, will be considered.
The seller will bear the applicable return-shipping costs for approved returns covered by this policy.
11. International Orders and Cross-Border Returns
For products purchased from international sellers, including suppliers outside the customer’s country, additional arrangements may apply to shipping, customs procedures, import duties, taxes, and transit times.
Before completing an international purchase, customers should review the product listing and any seller-specific return conditions.
Where an international return is approved, the seller will bear the return-shipping costs for approved returns covered by this policy.
Responsibility for customs charges, duties, and other costs will be determined by the reason for the return, the terms disclosed at purchase, and applicable law.
OCLMart.com or the seller will provide the available return instructions and coordinate the process with the customer.
12. Marketplace and Seller Responsibilities
OCLMart.com facilitates transactions between customers and sellers and provides channels for handling order-related complaints.
Depending on the transaction, the seller may be responsible for product quality, accuracy of the listing, order fulfilment, and the applicable return remedy.
OCLMart.com will assist with complaint handling, communication, and coordination in accordance with its marketplace role and legal obligations.
Nothing in this policy means that OCLMart.com automatically disclaims responsibility for its own conduct or any responsibility imposed on it by applicable law.
Customers with unresolved complaints may use the complaint-resolution channels made available by OCLMart.com and any other remedies available under applicable law.
13. Fraud Prevention and Abuse of the Return Process
OCLMart.com may investigate suspected fraudulent, abusive, or dishonest return claims.
Examples include:
- Submitting false evidence of damage or non-delivery.
- Returning a different item from the one purchased.
- Removing or tampering with serial numbers or product identification.
- Falsely claiming that an item was defective after causing damage through misuse.
- Repeatedly abusing the return process.
Any decision to decline a claim will be based on the available evidence, the applicable terms, and applicable law.
Customers will be informed of the outcome and may request a review through the available customer-support channels.
14. Policy Updates
OCLMart.com may update this policy from time to time to reflect changes in marketplace operations, seller arrangements, products, payment systems, or legal requirements.
The latest version will be published on OCLMart.com with its effective date.
Any changes will be applied in accordance with applicable law and will not unlawfully remove rights relating to previous purchases.
15. Contact OCLMart.com
For questions about returns, refunds, cancellations, or exchanges, please contact our customer-support team.
Company: OCLMart.com
Email: returns@oclmart.com
Mobile: +254 746 522 216
How to submit a return request: Email our returns team with your order number, product name, delivery date, explanation of the issue, and any relevant photographs or supporting documents.
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