Refund and Dispute Policy

1. Order Confirmation

An order is considered confirmed once a buyer and seller agree on price, quantity, and delivery terms through the Platform. Both parties are expected to honor confirmed orders in good faith.

2. Payments and Escrow

Kora does not currently offer escrow or payment protection. Payments made on the Platform are processed by Flutterwave and are not held pending delivery. Buyers should agree delivery and inspection terms with the seller before paying.

3. Grounds for a Refund

A buyer may request a refund where:

• Goods received are materially different from the listing description.
• Goods arrive damaged or in quantities less than ordered.
• The seller fails to deliver within the agreed timeframe.
• The order is cancelled by mutual agreement before dispatch.

4. Filing a Dispute

Disputes must be raised through the Platform's order or messaging tools within seven (7) days of delivery, or of the expected delivery date if goods were not received. Kora will review evidence submitted by both parties, which may include photos, messages, and order records.

5. Resolution

Kora will attempt to mediate a resolution between the buyer and seller. Refunds are agreed between the buyer and the seller. Kora may help by reviewing the records on the Platform, but it does not hold buyer funds and cannot guarantee a refund.

6. Non-Refundable Situations

• Change of mind after goods have been dispatched and match the listing.
• Orders placed outside the Platform's messaging, cart, or order system.
• Delays caused by incorrect delivery information provided by the buyer.

7. Contact Us