Return an item for a refund

If you've changed your mind about an item you bought or there's something wrong with it, you can request a return.

Faster refunds

If the buyer pays the return shipping costs and the return request complies with the seller's return policy or the KigaliCityMarket Money Back Guarantee, the return may be automatically accepted.

In these cases, you can complete your return with just a few clicks and then send the item back.

1. Select the item
2. Select the reason for the return

If you, as the buyer, pay for return shipment, you will now receive a USPS or FedEx return label directly, which you can use for the return shipment.

• This label will only be charged when the item is taken to a drop-off point and the QR code is scanned.
• You can find the current shipping information for the automatically provided return label in your return details.
• Once the item arrives at the seller's location, you will receive your refund minus the cost of the return shipping label.

If the seller covers the return shipping costs, we will inform you about the next steps in the return details. Once the item arrives back at the seller's location, you will receive a full refund.

Open a return request

When you request a return, the seller should get back to you within 3 business days. If the seller doesn't respond or you're unable to resolve the issue with them, you can ask us to step in and help.

To request a return, select the item you want to send back from your recent purchases above, or use the button below. You can also start a return request from your Purchases in My Account.

How the seller may respond to your request

The seller has 3 business days to get back to you. How they can respond depends on the reason for your return

Send the item back

When your return request is accepted, we'll send an email to your Messages asking you to send the item back. Make sure you ship the return by the date in this email to avoid any delays or issues in the refund process.

If you're responsible for purchasing the return shipping label, make sure you use a tracked service and add the tracking number to your return request. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation.

For more information about who pays for return shipping and how to send the item back, The buyer will pay all costs if he returns a product that has already arrived when it was imported from abroad, and if it is a product that was purchased in his country of residence, he is not required to pay for the return of the product. The seller will pay all costs if there is no error or anything that violates the principles that protect both the buyer and the seller.

Get your refund

Most sellers refund as soon as they get the item back. If the item has been returned to the seller and they haven't given you a refund after 2 business days, you can ask eBay to step in and help.

Refunds go back to your original or selected payment method and are typically available within 3-5 business days.  

Ask KigaliCityMarket to step in and help

Most of the time if you have an issue with a purchase the seller will be able to solve it for you. However, we're here to help.

Here are the main reasons you might ask us to step in and help on a return:

• The seller hasn't responded to your return request after 3 business days
• The seller responded, but hasn't provided a resolution (for example, they accepted the return but didn't provide a return shipping label)
• You returned the item and it's been delivered back to the seller, but they haven't processed a refund by the refund deadline

Don't wait too long to ask us to step in and help. We'll automatically close a return request if there's been no activity.

Here's how you can ask KigaliCityMarket to step in:

1. Find the item in your Purchases.
2. Select See return details.
3. Select Ask KigaliCityMarket to step in and help.
4. Select a reason from the dropdown menu, then select Confirm.

When we step in, we'll review the details of your case and will aim to resolve it in the fairest way possible. We normally come back with an answer within 48 hours, though occasionally it might take longer if we need more information.

If you don't agree with our resolution, you can appeal by providing new information within 30 calendar days of the case being closed.

Close a return request

If you've changed your mind and no longer want to return your item, it's easy to cancel your request. Here's how:

1. Go to your Purchases and find the item.
2. From the More actions dropdown menu, select See request details and then Close your request.
3. Select your reason for closing the return from the dropdown, and add details if you want to.
4. Select Confirm.

If you had already asked KigaliCityMarket to step in, you'll see 'case' rather than 'request'. You can still close it if things are resolved.

Tip
You won't be able to re-open the request once it's closed.

Misuse of returns

Buyers may not misuse our returns processes – such as requesting a return and then sending a different item back.