Buyer Protection

How It Works

When you buy on KasuMarketplace, your payment is held securely until you confirm you have received your order. Here is the full process:

1. You place an order and pay. Your payment is collected via Paystack and held by KasuMarketplace — it is not sent to the vendor yet.
2. The vendor accepts or rejects. The vendor has 48 hours to respond. If they accept, you receive their contact information to coordinate delivery. If they reject or do not respond, your order is automatically cancelled and you are fully refunded.
3. You receive your item. Coordinate delivery with the vendor. Once you have the item, confirm receipt in your order details.
4. Payment is released. After you confirm receipt, the payment enters a short hold period (24 hours) before becoming available to the vendor for withdrawal.

What If Something Goes Wrong?

If you have a problem with an order you received, you can open a dispute directly from your order details page. Here is what happens:

• Your payment is held and not released to the vendor while the dispute is reviewed.
• Our team reviews the case and resolves it in one of two ways: releasing the payment to the vendor, or refunding you via Paystack.
• You can follow up through our Contact Us page if you disagree with how a dispute was resolved.

Automatic Refunds

You will receive a full refund automatically if:

• The vendor rejects your order
• The vendor does not respond within 48 hours
• A dispute is resolved in your favor

Refunds are processed through Paystack back to your original payment method. Timing depends on your bank.

Important: Pay Only Through KasuMarketplace

Buyer Protection only applies to transactions made through KasuMarketplace's official checkout. Never pay a vendor directly outside the platform. If you arrange payment outside KasuMarketplace, we cannot protect your purchase or help you if something goes wrong.