Fair & Transparent Mediation

At weshop, we strive to ensure a smooth and secure experience for both buyers and sellers. Because weshop utilizes an Escrow Payment System, funds are held securely by the platform and are not released to the seller until you have received your item in satisfactory condition. If a dispute arises, we are committed to resolving it fairly, quickly, and transparently.

A formal dispute may be opened by a Buyer or Seller under the following circumstances:

• The item received is significantly different from the description.
• The item arrived damaged, defective, or expired.
• The item was never delivered (lost in transit or seller failed to ship).
• The seller refuses a valid return request that meets our Returns Policy.
• The buyer refuses to accept delivery without a valid reason.

Before escalating, you must attempt to resolve the issue directly with the other party (via our platform chat or email) for at least 7 days. If no resolution is reached, you can open a formal dispute with weshop.

Please email us at disputes@weshop.co.ke with the following details:

• Your Order Number.
• A clear, written description of the issue.
• Proof of purchase and payment.
• Photographic or video evidence (e.g., unboxing video, photos of damage).
• Screenshots of your previous communication with the seller/buyer.

Once a dispute is received and validated by our team, the following process is initiated:

1. Acknowledgment: Our team will acknowledge receipt within 24 hours and freeze the escrow funds.
2. Evidence Gathering: We will contact the other party to submit their defense and counter-evidence within 48 hours.
3. Investigation: We will review the evidence provided by both parties, our system logs, and delivery tracking records.
4. Final Decision: We will make a final decision within 5-7 business days. If a refund is warranted, the escrowed funds will be released back to the buyer. If the item is proven to be as described, funds will be released to the seller.

By using weshop, both Buyers and Sellers agree that weshop's decision regarding the release of escrowed funds is final and binding. Our decisions are based solely on the evidence provided and our Terms of Service. We do not take sides; we act as an impartial mediator to ensure the transaction is resolved according to the agreement made at the time of purchase.

Our dispute resolution process is designed to align with the Consumer Protection Act, 2012, ensuring that all consumers have the right to redress for defective goods. However, in accordance with our Terms & Conditions, any legal claims arising from a transaction or dispute that weshop cannot resolve internally must be directed towards the actual counterparty (Seller) and, if escalated, must go through binding arbitration in Nairobi, Kenya, rather than direct litigation against weshop.