Refund and Returns Policy

At Classic Resales, located along the bustling Thika Road in Kasarani, we recognize that the resale market operates on a unique foundation of trust and transparency. Our core philosophy is rooted in the belief that every customer in Clay City deserves a fair deal, but we also must protect our community of sellers from the inherent risks of used goods trading. This policy is designed to provide a clear roadmap for when a transaction can be reversed and when it must be considered final. We strive to educate our buyers on the importance of due diligence while providing a safety net for genuine cases of misrepresentation. By shopping with us, you are participating in a circular economy that values sustainability, and this policy ensures that the integrity of that economy is maintained through rigorous standards and honest communication. We believe that by being extremely detailed in our expectations, we reduce the friction often associated with second-hand transactions and foster a long-term relationship based on mutual respect and clarity.

The term "As-Is" is a critical legal standard within the Classic Resales ecosystem. When an item is listed in our Kasarani catalog, it is presented with the understanding that it has a prior history of ownership and usage. This means that the item will inherently possess certain signs of previous life, which may include minor cosmetic wear, light scratches, or slight fading that does not impede the primary function of the product. This "As-Is" status is a binding condition of sale for all residents of Clay City and beyond. We make every effort to document significant flaws, but the buyer accepts that a pre-owned item will never be in "factory-new" condition. A refund request based solely on the existence of minor wear and tear that was reasonably expected for a second-hand item will be systematically denied. We encourage buyers to view "As-Is" as a badge of authenticity for recycled goods. By choosing resale, you are accepting a degree of imperfection in exchange for value and environmental responsibility, and our descriptions aim to give you the most accurate picture possible of that specific condition before you commit.

For all transactions that culminate in a physical meetup within the Kasarani area or along Thika Road, Classic Resales enforces a strict Physical Inspection Mandate. This is the most vital step in our consumer protection process. Buyers are granted as much time as necessary at the point of exchange to test, handle, and scrutinize the item to ensure it meets their expectations and matches the online listing. This window of time is the buyer's primary opportunity to identify any undisclosed issues or discrepancies. We believe that a hands-on approach is the only way to truly verify the quality of a pre-owned good. If, during this inspection, the buyer finds that the item is not to their satisfaction or differs from the representation, they have the absolute right to cancel the transaction on the spot without any financial penalty or obligation. This policy exists to eliminate the need for post-purchase refunds by ensuring that the buyer's "Yes" at the point of sale is informed, certain, and final. Once the buyer agrees to pay, they are essentially signing off on the item's current state.

Following the conclusion of a successful physical inspection and the subsequent transfer of funds, the sale is categorized as "Irrevocably Final." Once the buyer and seller depart from the agreed meetup location in Clay City, Classic Resales will no longer entertain refund requests for that specific transaction. The logic behind this clause is that the buyer has had the full opportunity to reject the item and chose instead to accept it. In the fast-moving resale environment of Kasarani, we cannot account for what happens to an item once it leaves the controlled environment of the initial exchange. Whether it is a smartphone, furniture, or clothing, the responsibility for the item's condition shifts entirely to the buyer the moment they walk away. This finality is a cornerstone of our business model, providing sellers with the peace of mind that their completed sales will not be subject to arbitrary reversals days or weeks later. We encourage all buyers to use their inspection time wisely, as the exit from the meetup signifies the end of the return eligibility for that purchase.

The "Significantly Not As Described" (SNAD) protection is the primary vehicle for refunds at Classic Resales for items delivered via courier. A claim qualifies under SNAD only if there is a major discrepancy between the advertised item and the physical item received. Examples of valid SNAD claims for our Thika Road customers include: receiving a different brand or model than advertised, the item being a completely different color than shown in photos, or the omission of a critical functional failure (such as a laptop screen that does not turn on). SNAD does not cover subjective opinions, such as a buyer feeling an item is "older than it looks" or "not as stylish as expected." To uphold a SNAD claim, the evidence must be objective and undeniable. We act as an impartial judge in these cases, comparing the original listing data archived in our Kasarani servers against the physical evidence provided by the buyer. This ensures that while we protect against genuine deception, we do not allow the refund system to be abused for subjective dissatisfaction or "buyer's remorse."

In cases where an item was delivered via a third-party courier and could not be inspected at the point of sale, Classic Resales provides a strict 24-hour Reporting Window for functional defects. From the moment the courier marks the package as "Delivered" at your Clay City address, the clock begins to tick. Within this one-day period, the buyer is expected to fully test the item's functionality. If a hidden defect is discovered—one that could not have been seen in photos but prevents the item from working—the buyer must notify us immediately. Reports made after the 24-hour window has expired will be automatically disqualified from refund consideration. This rapid reporting requirement is necessary because, in the resale market, we must distinguish between a pre-existing defect and damage that may have occurred while the item was in the buyer's possession. By enforcing this window, we ensure that legitimate issues are addressed quickly while preventing the platform from being held liable for the buyer's own handling or environmental factors at their residence.

To maintain a fair and professional environment in Kasarani, all refund claims must follow our Evidence-Based Submission Process. We do not accept verbal complaints or vague messages over social media as formal refund requests. A buyer must submit a comprehensive email to info@classicresales.co.ke that includes the original order number, a detailed written explanation of the issue, and high-definition photographs or video footage showing the discrepancy. If the claim involves a functional failure of an electronic item, a video demonstrating the attempt to power the device or use the failed feature is mandatory. This rigorous documentation ensures that our team has all the facts needed to make an informed decision without bias. Our administrative office on Thika Road reviews these submissions against the seller’s original photos. By requiring such a high standard of evidence, we protect the Clay City marketplace from fraudulent claims and ensure that every refund we process is backed by clear, indisputable proof of an error on the part of the seller or listing.

It is important for all Classic Resales users to understand that even in the event of an approved refund, certain costs are sunk and cannot be recovered. Specifically, third-party payment processing fees—such as those charged by M-Pesa, commercial banks, or credit card gateways—are strictly non-refundable. When you make a payment for an item in Kasarani, these financial institutions immediately deduct their service fee for facilitating the secure transfer of funds. Classic Resales does not receive these fees, and we do not have the power to claw them back from the banks. Therefore, any refund issued to a buyer will be for the "Net Amount" of the purchase price, excluding these transactional costs. This policy is standard across the digital economy in Kenya and reflects the reality of modern financial services. We advise our Clay City clientele to be aware that while we can return the money we hold, we cannot reimburse fees charged by the banking infrastructure that powered the original transaction. This ensures the sustainability of our platform while maintaining transparency about where your money goes.

Logistics are a significant component of the resale business along Thika Road. When an item is dispatched to a buyer, the delivery fee paid covers the physical labor, fuel, and time of the courier. Once a delivery has been attempted or completed, the service has been rendered in full. Consequently, delivery fees are considered forfeited and are non-refundable under any circumstances, even if the item itself is eventually returned for a refund. Furthermore, if a return is authorized, the logistical cost of transporting the item from the buyer's location back to our central hub in Clay City is the sole financial responsibility of the buyer. Classic Resales will not provide free return shipping labels or reimburse for return transport costs. This policy ensures that the high cost of moving goods across Nairobi does not bankrupt the platform or the sellers, and it encourages buyers to be absolutely sure of their purchase before requesting a delivery. We believe this fair-share approach to logistics keeps our overall item prices lower for the entire community.

To combat the rising tide of "return fraud," where a buyer attempts to return a different, broken unit in place of the functional one they purchased, Classic Resales utilizes a Mandatory Serial Number Verification system. Before any high-value item—especially electronics—leaves our Kasarani facility or the seller's hands, we record unique identifiers and, in some cases, apply tamper-evident security marks. If a return is initiated, the first step in our review process is verifying that the unit returned is the exact same unit that was sent. If the serial numbers do not match, or if the security marks have been tampered with, removed, or replaced, the refund will be denied instantly, and the buyer will be permanently banned from our Clay City platform. We may also provide this evidence to the Kasarani Police Station to assist in fraud investigations. This strict control is necessary to protect the honest sellers on Thika Road and to ensure the platform remains a safe place for legitimate commerce. We take documentation seriously to protect both the buyer and the seller from malicious activity.

For a return to be successfully processed at our Thika Road office, the item must be returned in the exact state in which it was received by the buyer. This means all original packaging, accessories, manuals, and bundled items must be included in the return package. We maintain a high standard for our Kasarani inventory, and we cannot accept items that have been altered, repaired, or damaged while in the buyer's possession. If a buyer attempts to "fix" a reported defect themselves or takes the item to a third-party repair shop in Clay City without our written consent, the right to a refund is immediately waived. We must be able to inspect the item in its original "faulty" state to verify the claim. Any signs of new wear, such as scratches on a screen that were not in the original photos, or the removal of protective films, will lead to a rejection of the refund request. We view the preservation of condition as a shared responsibility, ensuring that if a transaction fails, the item can at least be returned to the ecosystem without further loss of value or utility.

Classic Resales does not accept returns or provide refunds based on "buyer’s remorse" or a subjective change of mind. Unlike large-scale retailers of new goods, our marketplace consists of individual listings that are unique and often one-of-a-kind. When a buyer in Kasarani commits to a purchase, it removes that item from the market and prevents other potential buyers from securing it. A change of heart after the fact causes significant logistical and financial disruption to our sellers. We encourage our community on Thika Road to shop mindfully, read all descriptions thoroughly, and ask all necessary questions before finalizing their purchase. This policy ensures that our sellers can rely on completed transactions to manage their own finances. Whether you decided you no longer like the color, or you found a similar item elsewhere in Clay City at a different price, these reasons do not constitute a valid basis for a refund. We are a platform for serious commerce, and our policies reflect the need for stability and commitment in the resale world.

Once a refund has been formally approved by our Kasarani administrative team and the item has been physically returned and verified, the funds will be disbursed back to the original payment method within a period of 5 to 7 working days. This timeline is necessary to allow for the manual verification of the returned goods and to coordinate with our financial partners and banks. We understand that waiting for a refund can be frustrating, but this meticulous approach ensures that all parties are protected from errors. During this time, we conduct a final audit to ensure the item has not been swapped or damaged. Buyers in Clay City will receive an email notification the moment the refund is initiated from our end. Please note that once the refund is initiated, the time it takes for the funds to reflect in your account may vary depending on your specific bank's internal processing times. We appreciate your patience as we finalize these financial protocols to ensure a secure and accurate reversal of the transaction.

Certain categories of items available on the Classic Resales platform are strictly non-returnable and non-refundable due to health, hygiene, and safety regulations in Kenya. This includes, but is not limited to, intimate apparel, earrings, beauty and skincare products that have been opened, and any perishable goods. Once these items have left the seller's possession or the central hub in Clay City, we can no longer guarantee their sanitary condition. To protect our wider community in Kasarani, we cannot re-introduce such items into our inventory. We urge buyers to be extremely careful when selecting items in these categories. If you are unsure about the size or suitability of a hygiene-sensitive item, please reach out to us via our Thika Road contact channels for more details before purchasing. Our commitment to the health and safety of our customers outweighs the flexibility of our return policy in these specific instances. By purchasing these items, you waive the right to a return, acknowledging the sensitive nature of the goods.

In many instances, Classic Resales acts as a secure intermediary or a managed marketplace for third-party sellers across Nairobi. In these specific cases, the ultimate approval for a refund must be coordinated with the original seller of the item. While we provide the platform and the payment security, we must respect the contractual rights of our sellers. If a buyer in Clay City initiates a dispute, our Kasarani team will act as a neutral mediator to facilitate communication and reach a fair resolution. However, we do not assume direct liability for a seller's refusal to refund if the item was accurately described and the return falls outside our standard SNAD criteria. Our role is to ensure that both parties adhere to the 47 points of this policy. If a seller is found to be acting in bad faith or providing fraudulent descriptions, we will take internal disciplinary action and assist the buyer. Nevertheless, buyers should be aware that their purchase is often from another individual, and our mediation process is designed to find a middle ground that respects the interests of both the Kasarani buyer and the seller.

Classic Resales partners with various third-party courier services to facilitate deliveries across Thika Road and the greater Nairobi area. While we take great care in how items are packed at our Clay City facility, we cannot be held directly responsible for the handling of packages once they leave our hands. If an item arrives damaged due to rough handling by the courier, the buyer must document the damage to the packaging and the item immediately upon arrival. A claim must be filed with the courier company responsible for the transit. Classic Resales will act as a supportive partner, providing all necessary documentation, receipts, and evidence to help the buyer navigate the courier’s insurance or damage claim process. However, we do not issue immediate refunds for shipping damage, as the liability rests with the logistics provider. We encourage our Kasarani customers to inspect the external box for signs of impact before signing for the delivery, as this is the best time to record evidence of courier negligence.

We understand that circumstances can change rapidly. Classic Resales allows for the cancellation of an order for a full refund of the item price if the request is made within a strict 2-hour window following the payment. This window is necessary because our logistics team in Clay City often begins the packing and dispatch process shortly after an order is confirmed to ensure fast delivery to Thika Road. If the cancellation request is made after the 2-hour mark, the item may have already been handed over to the courier. In such cases, the delivery fee will not be refundable, and the buyer will be responsible for any return shipping costs if they still wish to proceed with a return (subject to our SNAD criteria). We process pre-dispatch cancellations as a priority to ensure your money is returned as quickly as possible. However, once an item is "In Transit" to Kasarani, it is subject to our standard return and refund limitations. Prompt communication is essential to successfully stopping a shipment before it incurs non-recoverable logistical costs.

Accuracy in providing your delivery details is the responsibility of the buyer. Classic Resales will not provide refunds, replacements, or reimbursements for items that are delivered to an incorrect or incomplete address provided by the user during the checkout process. Our couriers follow the exact coordinates and instructions given. If a package is delivered to the wrong location in Kasarani or anywhere along Thika Road because of a typo or outdated address in your profile, the loss is the buyer's responsibility. If the package is returned to us by the courier as "Undeliverable," the buyer will be required to pay for a second delivery attempt to the correct address. We do not offer refunds for "Lost" items resulting from incorrect addressing. We strongly urge our Clay City customers to review their shipping information twice before confirming an order. Our system is automated to ensure speed, and once a label is generated with the information you provided, it becomes a binding instruction for our logistics partners.

When a return is authorized by our Kasarani team, it is on the condition that the item is returned in its entirety. An incomplete return shipment—one that is missing original accessories, remote controls, cables, chargers, or even the original box if specified—will result in a significant deduction from the final refund amount or an outright rejection of the return. Each component of a listing adds to its market value. If you return a smartphone to our Clay City hub but keep the charger, we will deduct the full market cost of a replacement charger from your refund. We conduct a thorough inventory check upon receiving any returned goods. This policy ensures that the seller is not left with a diminished asset. We recommend that buyers use a checklist when packing a return to ensure nothing is left behind. Our goal is to restore the item to a sellable state; if the buyer makes this impossible by withholding parts, the financial burden of those missing pieces falls solely on them.

Classic Resales is committed to a marketplace of authenticity along Thika Road. We have a zero-tolerance policy for counterfeit or replica goods. If a buyer believes they have received a non-authentic item, they must provide verifiable proof from an authorized brand representative or a certified authentication service. If the item is proven to be counterfeit, Classic Resales will issue a 100% refund of the purchase price and delivery fee. Furthermore, we will take immediate action to ban the seller from our Kasarani platform and report the activity to the relevant authorities in Clay City. We take these claims extremely seriously as they undermine the trust of our entire community. However, mere suspicion or "it feels different" is not sufficient for a refund. We require objective, documented evidence of non-authenticity. This protection ensures that our platform remains a high-quality destination for genuine brands. We stand behind the authenticity of our listings and will fight to ensure no buyer is ever stuck with a fraudulent product.

Our refund policy is a safety net intended for honest mistakes and genuine discrepancies. Classic Resales monitors all account activity in Kasarani to identify patterns that suggest the abuse of our return system. Abuse includes, but is not limited to, frequently initiating returns for "Change of Mind" disguised as defects, swapping items, or attempting to extort sellers for partial refunds. We believe that a fair marketplace requires both buyers and sellers to act in good faith. If our data analytics team in Clay City identifies a user with an abnormally high return rate or a history of suspicious claims, we reserve the right to flag the account, limit its purchasing power, or terminate it entirely without notice. This protects our sellers on Thika Road from the high costs associated with "frivolous" returns. We are here to support legitimate buyers, but we will not allow a small minority of users to jeopardize the economic stability of our community through the exploitation of our consumer-friendly policies.

Refunds are strictly unavailable for items that have been damaged due to misuse, neglect, or improper handling after the item has been delivered to the buyer. At Classic Resales, we can only guarantee the state of the item at the moment it leaves our control or the seller’s hands in Kasarani. If an item is dropped, exposed to liquids, subjected to an electrical surge, or used in a manner inconsistent with its design once in the buyer's possession in Clay City, the buyer assumes all liability for the damage. Our technical team on Thika Road is skilled at identifying signs of post-delivery damage, such as internal water indicators or impact marks. If a refund is requested and our inspection reveals that the fault was caused by the buyer, the request will be denied, and the item will be returned to the buyer at their expense. We encourage all buyers to handle their pre-owned purchases with care and to use appropriate surge protectors and cases to safeguard their investments.

Many transactions at Classic Resales involve direct negotiation between the buyer and seller. When a buyer in Kasarani negotiates a price lower than the original listing price, that transaction is categorized as a "Negotiated Sale." Items sold under these conditions are strictly non-refundable and non-returnable. The substantial discount provided during negotiation is accepted by the buyer in exchange for a higher level of "As-Is" risk. By pushing for a "Final Price" or a "Best Price" along Thika Road, the buyer is acknowledging that they are satisfied with the item’s condition and are waiving their right to standard return protections. We believe this is a fair trade-off; sellers provide their lowest possible margin, and in return, they receive the certainty of a final sale. This policy prevents buyers from using the negotiation process to drive down prices and then attempting to return the item later. In Clay City, a negotiated deal is a firm deal, and we expect all parties to honor the finality of their haggle.

In certain circumstances where a full cash refund may not be possible or where a dispute is in a "grey area," Classic Resales may offer the buyer Store Credit as an alternative resolution. This credit is equal to the value of the item (minus relevant fees) and can be used for any other purchase on our platform within 12 months. Store credit is a flexible way for us to resolve issues for our Kasarani community while keeping the circular economy moving. For example, if an item is functional but has a cosmetic flaw that was missed by both parties, store credit can be a perfect middle-ground solution. Once store credit is accepted by a buyer in Clay City, the original transaction is considered resolved and closed. Store credit cannot be converted back into cash or transferred to another user. This option allows us to maintain a positive relationship with our Thika Road customers even when a direct refund is not technically required by our 47-point policy. It represents our commitment to your long-term satisfaction as a member of our resale family.

Purchases made using Classic Resales Gift Cards follow a specific refund protocol. If an item bought with a gift card is returned and approved for a refund under our SNAD criteria, the refund amount will be credited back to a new gift card or your existing gift card balance. We do not provide cash or M-Pesa refunds for items originally paid for with a gift card. This policy is in place to prevent the "liquidation" of gift cards into cash through the return process, which is a common form of financial abuse. For Kasarani residents who received a gift card as a present, this means your balance remains within our ecosystem in Clay City. If a purchase was made using a combination of a gift card and another payment method, the refund will be split accordingly—refunding the gift card portion to a card and the cash portion to the original cash method (minus fees). This ensures that our promotional and gift systems along Thika Road are used as intended: to discover and enjoy high-quality resale goods.

A "Lost Shipment" is defined as any order that has not arrived at the Kasarani delivery address within 14 working days of the dispatch date and has no tracking updates from the courier. Classic Resales takes full responsibility for coordinating with our logistics partners to locate the package. If the courier formally confirms that the package is lost and cannot be recovered, we will issue a 100% refund to the buyer, including the original delivery fees. We believe that no customer in Clay City should pay for a service they never received. However, if the tracking shows the item was delivered or was "Refused" at the door, the lost shipment policy does not apply. We require a formal confirmation from the courier before we process the refund, which may take up to 48 hours after the 14-day window has passed. This protects the platform from "double-losses" where a refund is issued only for the item to arrive a day later. We stand by our deliveries along Thika Road and will always ensure you either get your item or your money back.

While Classic Resales encourages friendly communication via our official WhatsApp line (+254) 797 088 058 for quick queries, all formal refund requests must be documented via email. WhatsApp messages can be deleted, edited, or lost, making them unreliable for legal and administrative records. To protect our Kasarani community and ensure a transparent audit trail, our team in Clay City will only begin the formal 48-hour review of a claim once a detailed email has been received at info@classicresales.co.ke. If you message us on WhatsApp about a return, our staff will provide you with a claim reference number and instruct you to send the supporting evidence to our email. This ensures that every step of your refund journey along Thika Road is properly timestamped and archived. We believe this professional approach prevents misunderstandings and ensures that no detail of your claim is overlooked. By following our official communication protocols, you help us resolve your issue with the speed and accuracy that a formal financial dispute requires.

Every refund claim at Classic Resales must be accompanied by a valid Proof of Purchase. This includes the digital order confirmation sent to your email or a physical receipt issued at our Kasarani office. Without this documentation, we cannot verify that the item was bought from us, when it was bought, or what the agreed price was. We maintain a rigorous database of all transactions in Clay City, but the burden of proof lies with the claimant to link their request to a specific, legitimate order. This policy protects our Thika Road sellers from people trying to return items bought from other marketplaces or unauthorized street vendors. If you have lost your digital confirmation, you may contact us with your phone number and the date of the transaction, and we will attempt to recover the record from our archives. However, we reserve the right to deny any claim that cannot be definitively linked to a verified purchase in our system. Keeping your receipts is essential for a smooth and successful refund experience.

Classic Resales is a locally focused marketplace primarily serving the residents of Kasarani, Clay City, and the wider Nairobi area. At this time, we do not support international sales, nor do we provide any facility for international returns or refunds. If a buyer chooses to take an item purchased on Thika Road outside of the Republic of Kenya, they do so at their own risk. Our 24-hour reporting window and SNAD protections are strictly limited to items currently located within Kenyan borders. We cannot verify the condition of an item that has crossed international lines, nor can we facilitate the complex logistics and customs clearance required for an international return shipment. Therefore, once an item leaves Kenya, all refund rights are considered waived. We advise our travelers and international customers to thoroughly inspect their items at our Kasarani headquarters before departure, as our ability to assist with any post-purchase issues ends at the border. We remain committed to providing the best local resale experience in Kenya.

A "Refusal of Delivery" occurs when a courier arrives at the Kasarani or Clay City address and the buyer refuses to accept the package for reasons other than visible damage to the box. In such cases, the delivery fee is strictly non-refundable as the service has been attempted. Furthermore, if the item is returned to our Thika Road warehouse due to refusal, a 10% Restocking Fee will be deducted from the refund of the purchase price. This fee covers the cost of the courier’s return journey and the administrative time required to re-process the item into our inventory. We encourage all buyers to be present and ready to receive their items. If you are not available, please coordinate with a neighbor or our support team in advance. Refusing a delivery causes a logistical bottleneck and financial loss for our sellers. By purchasing, you agree to accept the delivery of the accurately described item. This policy ensures that our delivery partners are paid for their labor and that the marketplace remains efficient for all users.

From time to time, Classic Resales may hold "Clearance Sales," "Flash Sales," or "Seasonal Events" along Thika Road. Items sold during these promotional periods are offered at a significantly lower price point and are sold on a strictly non-returnable and non-refundable basis. These items are often the last of their kind or are being moved to make room for new Kasarani inventory. The lower price reflects the "Final Sale" status of the product. We clearly mark these items with a "Clearance" or "Non-Refundable" tag in our Clay City digital catalog. While we still guarantee that the item is functional (unless stated otherwise), minor cosmetic issues or discrepancies are not grounds for a refund during these events. We believe that the steep discounts provided during clearance events are a fair trade for the finality of the transaction. Buyers are encouraged to look even more closely at descriptions during sales, as the opportunity for a return is waived in exchange for the exceptional value offered during our Thika Road promotions.

The safety of our Kasarani community is paramount. When purchasing electrical items from Classic Resales, buyers must understand the inherent risks associated with pre-owned electronics. We do not provide refunds for electrical items that fail due to unstable power supplies, improper voltage use, or the absence of surge protectors in the buyer's Clay City residence. Nairobi's power grid can experience fluctuations, and second-hand electronics are more sensitive to these events. We recommend that all our Thika Road customers use high-quality power strips and stabilizers. If an item is reported as faulty, our technical team will inspect the internal circuitry. If the damage is found to be consistent with an electrical surge or "blowout" that occurred after delivery, the refund will be denied. Our 24-hour reporting window covers pre-existing functional defects, but it does not cover damage caused by the buyer's home infrastructure. By purchasing electronics, you agree to take reasonable precautions to protect the device from the known risks of local power conditions.

In cases where a return is authorized as a gesture of goodwill (such as for an item that is not technically defective but where we choose to help the buyer), a Restocking Fee will apply. This fee is typically 15% of the item's purchase price and is used to cover the costs of quality re-inspection, photography, and re-listing of the item on our Kasarani platform. Managing used inventory in Clay City is a labor-intensive process. Every time an item is returned, it must be carefully sanitized and checked again to ensure it still meets our Thika Road standards. The restocking fee ensures that these operational costs are covered by the person initiating the return rather than being passed on to other customers through higher prices. We only waive this fee in cases where the return is due to a clear error on our part or a proven SNAD claim. This policy helps maintain the financial health of the platform and ensures that we can continue offering a wide variety of high-quality resale goods to our community.

Items that include software, digital keys, or activation codes are subject to strict refund exclusions. Once a digital code has been revealed, sent, or the physical seal on the software packaging has been broken, the item is strictly non-refundable. Classic Resales cannot verify if a code has been "used" or "copied" once it has been accessed by a buyer in Kasarani. This policy is standard in the tech industry to prevent the theft of digital intellectual property. For hardware that comes with pre-installed software, the refund policy covers the hardware functionality only. Issues with third-party software updates or compatibility are not grounds for a refund in Clay City. We recommend that all our Thika Road tech enthusiasts verify the software requirements of their devices before purchase. We cannot be held responsible if a second-hand console or laptop does not support the latest version of a specific application. Our guarantee is for the physical machine; the digital soul of the device is the responsibility of the user.

For the security of our financial systems and the prevention of money laundering, Classic Resales requires formal identification for any refund that involves a cash disbursement or a high-value reversal. If you are receiving a refund at our Kasarani office or via a mobile money reversal, you must present a valid National ID, Passport, or Alien Card that matches the name on the original order confirmation. We do not issue refunds to third parties or "friends" of the buyer. This policy ensures that the money is returned to the rightful owner who made the original transaction in Clay City. We maintain a log of these identifications as required by Kenyan financial regulations. This extra layer of security protects our Thika Road customers from unauthorized people trying to claim their money. By shopping with us, you agree to comply with these identity verification steps. Our commitment to safety extends beyond the goods we sell—it includes the security of every Shilling that passes through our platform.

Classic Resales maintains a limited storage capacity at our Clay City hub. If a return has been authorized but the buyer fails to ship the item back within 7 days, or if an item is returned and the buyer fails to provide refund details, the item will be held for a maximum of 30 days. After this 30-day "Unclaimed" period, the item will be considered abandoned. Classic Resales reserves the right to re-sell abandoned items to recover storage and administrative costs. No refund will be issued to the original buyer after an item has been classified as abandoned. We make multiple attempts to contact our Kasarani customers via email and WhatsApp (+254) 797 088 058 before taking this final step. It is the buyer's responsibility to stay in communication and ensure their return is completed promptly. We cannot act as a long-term storage facility for Thika Road. This policy ensures our warehouse remains efficient and that items can be returned to the market where they can find a new home.

It is essential to distinguish between a "Refund Policy" and a "Warranty." Classic Resales provides a Refund Policy that covers the condition of the item at the time of delivery or the first 24 hours of use in Kasarani. We do not provide an ongoing warranty for pre-owned goods. Second-hand items do not come with a guarantee of future performance. For example, if a television works perfectly for two weeks and then develops a fault, this is not a basis for a refund in Clay City. Pre-owned items are priced lower specifically because they do not carry the long-term support of a manufacturer's warranty. While we ensure the item is as described when you get it, the long-term life of the product is subject to the conditions of its previous use and your own care. We recommend that our Thika Road customers consider this "risk-to-value" ratio when purchasing resale items. Our 47-point policy is about the integrity of the sale itself, not a multi-month guarantee of the item’s longevity.

Classic Resales shall not be held liable for delays in processing refunds or managing returns caused by events beyond our reasonable control. These "Force Majeure" events include, but are not limited to, national internet outages, bank strikes, civil unrest in the Nairobi area, natural disasters, or government-mandated lockdowns. In such times, our Kasarani and Clay City operations may be suspended for the safety of our staff and community. We will resume the processing of all Thika Road refund claims as soon as it is safe and legally permissible to do so. We ask for the patience and understanding of our customers during these times. Any deadlines mentioned in this policy (such as the 5-7 day refund timeline) will be paused during a Force Majeure event and will resume once normal business operations are restored. We are committed to fulfilling our financial obligations to you, but we must operate within the realities of the local environment in Kenya.

In some instances where an item is "Significantly Not As Described" but is still usable and the buyer wishes to keep it, Classic Resales may negotiate a Partial Refund. A partial refund is usually between 5% and 20% of the item's purchase price and serves as a financial compensation for a minor undisclosed flaw. This is often the most efficient solution for our Kasarani community, as it avoids the logistical costs and time associated with a full return. For example, if a table has a small scratch that was not in the photos, a partial refund can cover the cost of a touch-up kit. Once a partial refund is agreed upon and paid to the buyer in Clay City, the transaction is considered settled, and the buyer waives any further rights to a full return or refund for that item. This "Goodwill Adjustment" is at the sole discretion of our Thika Road management and is designed to find a win-win resolution for both the buyer and the seller in minor dispute cases.

All financial transactions at Classic Resales, including refunds, are conducted exclusively in Kenyan Shillings (KES). If you used an international credit card or an app that converted your currency to buy an item in Kasarani, your refund will still be issued in KES for the exact amount we received. We are not responsible for any losses you may incur due to fluctuations in exchange rates or for fees charged by your international bank during the reversal. Our financial accounts in Clay City are denominated in KES, and we follow the local monetary standards of Thika Road. We recommend that international visitors or users with foreign accounts be aware that the final amount reflecting in their home currency may differ slightly from the original purchase price due to these external banking factors. Our obligation is to return the exact number of Shillings that were paid for the item, ensuring a transparent and locally compliant financial process for all parties involved.

For the protection of our Kasarani staff and our wider customer base, Classic Resales strictly prohibits the return of any item that has been exposed to potential biohazards or health risks. This includes used medical equipment, certain baby items (like pacifiers or opened diapers), and items used in close contact with skin or bodily fluids. Once these items have left our controlled environment in Clay City, we cannot verify their safety for the next user. Even if you believe the item is "unused," the mere fact that it has been in an unmonitored home environment makes it a risk. Consequently, all sales in these categories are final and non-refundable. We prioritize the health of our Thika Road community over the flexibility of our return policy. We urge all buyers to be 100% certain of their needs before purchasing health-sensitive products. If an item in this category is proven to be SNAD, we will issue a refund without requiring the return of the item, and the buyer will be instructed to dispose of the product safely.

If a buyer in Kasarani is dissatisfied with the decision made by our initial refund review team, they have the right to request a formal Dispute Resolution Mediation. This process involves a secondary review by a senior manager at our Thika Road headquarters who was not involved in the original claim. We believe in a fair, multi-level check to ensure no buyer is unfairly treated. During mediation, we will re-examine all photos, communication logs, and technical reports from Clay City. The goal of mediation is to reach a final, binding decision that adheres to the 47 points of this policy while considering any unique circumstances. We aim to conclude all mediations within 5 working days. By using our platform, you agree to participate in this internal mediation process before seeking external legal or banking reversals. This local approach helps resolve issues faster and more amicably than formal legal proceedings, saving time and money for everyone in our resale community.

Classic Resales is committed to absolute transparency. We maintain this 47-point Refund and Returns Policy in a clear, accessible format to ensure every buyer along Thika Road knows exactly where they stand. We believe that hidden terms are the enemy of trust. Our team in Kasarani is trained to explain these policies to any customer who has questions. We do not hide our rules in small print; we want you to understand them before you spend your hard-earned money in Clay City. This transparency extends to our refund decisions—if we deny a claim, we will provide a detailed written explanation citing the specific clause that applies. We believe that by being an "open book" about how we handle returns, we foster a more professional and reliable resale environment for all Kenyans. Our reputation is built on this clarity, and we will continue to update and publish our standards to reflect the best practices in the global resale and circular economy markets.

As the resale market in Kasarani evolves, so too must our policies. Classic Resales reserves the right to update, change, or modify this 47-point policy at any time to reflect new laws, technological changes, or improvements in our Clay City operations. When an update occurs, we will change the "Effective Date" at the top of the document and post a notice on our Thika Road website. It is the buyer's responsibility to check the policy before each new purchase. The version of the policy that was live at the moment you completed your transaction is the version that will be used to judge any subsequent refund claim. We do not apply new rules retroactively to old orders. This ensures fairness and predictability for all our users. By continuing to use our platform after an update, you are agreeing to the new terms. Our goal is always to move toward a more secure and efficient marketplace for our community, and these updates are a vital part of that continuous improvement process.

This Refund and Returns Policy is governed by and construed in accordance with the Laws of the Republic of Kenya, specifically including the Consumer Protection Act and the Sale of Goods Act. Any disputes regarding the interpretation of these 47 points that cannot be resolved through our internal Kasarani mediation process will be subject to the exclusive jurisdiction of the Kenyan courts. We operate our Clay City business with full respect for national legal standards and your rights as a consumer. This legal framework provides both Classic Resales and our Thika Road customers with a clear set of rules for engagement. We are committed to upholding these laws in every refund we process. If any part of this policy is found to be unenforceable by a court, the remaining points will stay in full effect. This ensures that our commitment to a fair and structured marketplace remains intact even if specific legal interpretations change over time. Your rights under Kenyan law are the foundation upon which this policy is built.

We are here to help. Classic Resales believes that a policy is only as good as the support team behind it. If you find any of these 47 points confusing or if you need help navigating a specific return issue in Kasarani, our support team in Clay City is available through multiple channels. You can reach us via our official Thika Road email at info@classicresales.co.ke or call/WhatsApp us at (+254) 797 088 058. We are committed to responding to all inquiries within 24 to 48 business hours. Whether you need an explanation of a SNAD claim or help packing a return, we want to ensure your experience is as stress-free as possible. We also welcome feedback on how we can make our policies more accessible and easier to understand for our community. Your voice helps us build a better marketplace, and we are always listening. Don't hesitate to reach out; our mission is to ensure you feel supported at every stage of your resale journey with Classic Resales.

By clicking "Purchase," "Confirm Order," or handing over cash at a physical meetup along Thika Road, you are providing your final affirmation that you have read, understood, and agreed to this 47-point Refund and Returns Policy in its entirety. This document serves as a binding contract between you and Classic Resales as of 17th April 2026. We take this agreement seriously and expect our Kasarani and Clay City customers to do the same. This policy is the cornerstone of our mutual trust; it protects your money and our sellers’ livelihood. We thank you for taking the time to review these details. Your adherence to these standards is what makes our marketplace a professional and thriving environment for high-quality resale goods in Nairobi. We look forward to a successful and transparent transaction with you. By proceeding, you welcome the clarity and structure this policy provides, ensuring that your shopping experience with us is grounded in the highest standards of the Kenyan resale industry.