Refund policy

Draft. Items in [square brackets] must be filled in, and the page reviewed by an advocate, before Synara takes real orders.

Last updated: 8 October 2026

Before you pay

An unpaid order costs you nothing. It is cancelled automatically after 30 minutes and you can simply order again.

If the shop cannot supply your order

Sometimes a shop finds it cannot supply an order after you have paid. The order is cancelled and we refund everything you paid, including the delivery fee.

If you paid twice, or your payment arrived late

If we receive more than one payment for an order, the extra is refunded. If your payment arrives after the order was cancelled and the items are still in stock, the order goes ahead; if they are not, you are refunded in full.

If the delivery fails

If the rider cannot complete the delivery, we will call you to arrange another delivery or a refund. [Whether the delivery fee is refunded when the buyer could not be reached is for you to decide.]

If something is wrong with what you received

• Check your parcel when it arrives. If an item is wrong, missing or damaged, you may refuse the parcel and not give the rider your delivery code.
• If you find a problem after accepting, tell us within 7 days of delivery with Report a problem on your order page, or on the contacts on our Help page, with your order number and photos.
• If the complaint is upheld you may choose a replacement or a refund of the item's price. [Who pays for the return delivery.]
• [Any goods that cannot be returned, for example food or opened personal-care items.]

How refunds are paid

Refunds are sent by M-Pesa to the number that paid, within 3 working days of being approved. Your order page shows when a refund is due and when it has been made.

Your legal rights

This policy adds to, and does not replace, your rights under the Consumer Protection Act, 2012.