Refund policy

The plain-language version of when refunds are issued.

Refund policy

Kampala Snap's refund policy is built around the delivery PIN. You release the PIN only when you've received and checked the item. Until then, your money is held in escrow.

When you'll get a full refund

• Order never shipped within the seller's stated timeframe
• Item delivered is materially different from what was described
• Item arrived damaged (with evidence)
• Seller stops responding after taking your money

When you may get a partial refund

• Item has minor undisclosed wear (case-by-case review)
• You and the seller agree on a partial as a compromise

When we won't refund

• You shared the PIN and confirmed delivery — at that point the seller has been paid; pursue with them directly
• Buyer's remorse ("I changed my mind") without seller agreement
• Cosmetic preferences that were visible in the photos

Timeline

• Dispute review: usually 48 hours
• Approved refund to MoMo: within 2 business days, often within hours

How to claim

Don't share the PIN. Open a dispute from My Purchases. Our team takes it from there.