Return & Refund Policy
Sella is Kenya's online marketplace connecting independent buyers and sellers. How a return or refund works depends on how you paid for an item — most ads on Sella are classifieds-style (you arrange collection and payment directly with the seller), while some sellers also accept payment through Sella's own Cart Checkout ("Sell online") facility. This policy covers both, and is part of our Terms & Conditions.
1. Classifieds-style listings (most ads)
For the majority of ads on Sella, the buyer and seller transact directly — you inspect the item and agree the price with the seller before paying, typically on collection. Sella is a venue that connects buyers and sellers; we are not a party to that transaction, so any return or refund is arranged directly between you and the seller. See our Safety Tips for how to inspect an item and pay safely before you commit.
2. Items bought through Cart Checkout
Some sellers accept payment for an item directly through Sella (Cart Checkout / "Sell online"). For these purchases only, you may request a return or refund within 7 days of delivery or collection if the item is:
- Significantly not as described, or a different item from what you ordered;
- Counterfeit, inauthentic, or otherwise materially different from the listing;
- Defective, damaged, or faulty on arrival.
The item should be returned unused, in its original condition and packaging where possible. The following are not eligible for return unless faulty: perishable goods, made-to-order or personalised items, digital goods and services, and items clearly marked "final sale" on the listing.
3. How to request a return
Message the seller first through Sella's in-app chat, describing the issue with photos if relevant — most issues are resolved directly this way. If you can't reach an agreement within a reasonable time, email admin@sella.co.ke with your order details and photos, and our team will step in.
4. Refunds
Where a return is approved for a Cart Checkout purchase, Sella may withhold, reverse or refund the related payment to your Sella wallet or original payment method, and charge the cost back to the seller, consistent with our Terms & Conditions. Approved refunds are typically processed within 5–7 business days.
5. Paid promotional services
Fees for paid promotional services — Feature/Boost, Advertise on PPP TV, Verified Seller, and similar — are non-refundable once the service has started, except where required by law.
6. Event tickets
Events are organised by independent organisers; Sella provides listing and payment facilitation only. Refunds, entry and cancellations for a ticketed event are managed by that event's organiser — review their terms before buying.
7. Installment purchases
For items bought via an installment/deposit arrangement, funds are held until the arrangement is completed. If it is not completed, the seller's stated reservation and refund terms for that listing apply.
Questions about a specific order? Email admin@sella.co.ke.