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Cancellation policy

Order cancellation and Refund Policy

2024-02-22 14:12:05

Order cancellation and Refund Policy

1. Scope

This policy applies to all physical orders. (Doesn’t include virtual product such as  group buy orders.)

1.1 Order logistic type 

Global shipment（GS）：Products that shipped from other continents other than Africa. 

Drop shipping (DS): Products that shipped from other vendors 

Fulfilled by Shenjen (FBS): Products that shipped directly from our shop.

 

1.2 Order status

Pending payment: Order yet paid by customer.

Pending dispatch: Order yet shipped out by seller/ warehouse.

In Transit: Order already shipped out and on the way to customer.

Completed: Order complete

Cancelled: Order cancelled.

 

2.Cancel order type

Prior to customer sign, order can be cancelled, related rules are as followed:(Include parties as Shenjen/ Customer/ Seller) ; 

Order Status

Logistic Type

Shenjen/Seller Cancel

Buyer Cancel

Pending Payment

Global Shipping(GS)

Overdue auto cancel

Can cancel directly

Shenjen Local (DS)

Shenjen warehouse(FBS)

Pending dispatch

Global Shipping(GS)

When product out of stock

Can apply cancel

Shenjen Local (DS)

When product out of stock

Shenjen warehouse(FBS)

When product out of stock

In Transit

Global Shipping(GS)

Overdue dispatch

Can apply cancel

Shenjen Local (DS)

Overdue dispatch 

Shenjen warehouse(FBS)

Overdue dispatch 

 

2.1 Pending Payment 

Order once placed and remains unpaid over certain period will be auto cancelled by Shenjen. See payment time range below. (Once order canceled due to overdue payment, the order deemed as invalid)

 

Order Logistic Type

Payment Range

Global Shipment (GS)

Within 48h

Drop shipping (DS)

Within 48h

Shipped From Shenjen

Within 2h

 

2.2 Pending Dispatch

Buyer reason cancel order

Order during Pending dispatch status (Once paid by buyer and prior to seller dispatch) can be canceled from both buyer and seller. See details below:

Order Logistic Type

Order Status

Seller Approves 

Note

Global Shipment (GS)

Pending dispatch (Until seller operate dispatch from system)

Within 48h

Once buyer applied cancel order, seller needs to approve in 48h,overdue orders will be auto approved;

In case cancel buyer applied cancel order again after first application rejected by seller, Shenjen will approve and refund customer.(Based on seller’s responsibility such as slow in dispatch);

In case cancel application rejected by Shenjen, order will not be cancelled 

Drop shipping (DS)

Pending dispatch (Until seller operate dispatch from system)

Within 48h

Fulfilled by Shenjen (FBS)

Product before leave warehouse(Before packed and verified)

Not applied

Since buyer apply cancel order, system auto approves and cancel order and refund to buyer. 

 

2.3 In Transit

If Order already in transit, the refund will be not acceptable for buyer since it already dispatched and generated shipping fee, buyer can apply for refund unless for following situation:

Order Logistic Type

Order Status

Seller Approve

Note

Global Shipment (GS)

Over 7 days not arrive-scanned by Shenjen Asia transit warehouse

Not applied

Shenjen manual approves, cancel& refund will be applied once order confirmed  not eligible to delivery in time. 

Order shipped from Asia transit warehouse over 25 days while yet dispatched from Africa local warehouse

Not applied

Drop shipping (DS)

Over 5 days(120h)

Not scanned by Shenjen

Not applied

Note: Dispatched orders cannot be cancelled by buyer while in standard delivery timeline. 

 

3. Order Refund Policy

Both parties(Buyer and Seller) involved in Shenjen platform transaction should follow the transaction process set by Shenjen. The refund rules involved in the transaction process are as follows:

3.1 Refund Method and timeline

Country

Payment Method

Refund to

Refund Timeline

Kenya

M-Pesa

Original Channel

Within 24 hours after approval

Shenjen Account( Wallet)

Shenjen Account( Wallet)

Within 24 hours after approval

 

 

 

Note: The refund amount can only be the actual paid amount by buyer, the used coupons will not be refundable, and the Shenjen coin points redeemed will be returned to the points account. For partial refund, amount might be refunded to buyer’s Shenjen account balance. The refund amount and other info can be checked under Refund & Aftersale section from My order.

 

4. Others

 

For annual holidays such as Chinese Spring Festival, Christmas and new year period, delivery timeline varies.(See our announcement) Other force major factors, natural disasters, etc., and the announcement of the platform will prevail.

According to customer protection law in Kenya, customer needs to report to Shenjen in 90 days in case of not receiving order. Otherwise Shenjen reserves the right to dispose afterwards. Shenjen will conduct multiple attempts for delivery, in case item unclaimed and returned to warehouse, you can still contact Shenjen for resend within 90 days.

 

 

Copyright 2024Shenjen, All rights reserved.

 

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