NiPlug.Shop Return & Refund Policy

At NiPlug.Shop, your satisfaction is our priority. As a digital marketplace, NiPlug is fully responsible for managing and processing all returns and refunds. Vendors may provide product-related details, but NiPlug handles approvals, processing, and resolution to ensure fairness and transparency.

1. Eligibility

• Returns must be requested within 48 hours of delivery.

• Refunds are processed within 5 working days after approval.

• Items must be unused, in original condition, with original packaging and proof of purchase.

2. Non-Returnable Items

The following cannot be returned or refunded (unless defective on arrival):

• Perishables and consumables.

• Intimate wear and opened cosmetics.

• Custom/personalized goods, digital products, and gift cards.

• Matching sets, couple sets, or bundle packages (treated as one unit; not refundable in parts).

Note: All bundle/set sales are FINAL.

3. Return Process

1. Call to Submit a request within 48 hours.

2. NiPlug reviews and provides return instructions within 48 hours.

3. Ship the item back within 5 days.

4. NiPlug inspects and approves refunds or exchanges.

• If the item is defective, damaged, or incorrect → NiPlug covers return shipping for home delivered or.

• If return is due to change of mind, wrong size, or no fault → Shopper covers return shipping.

4. Refunds

• Issued to the original payment method or as store credit.

• Processed within 5 working days of item inspection and approval by NiPlug.

• Shipping fees are non-refundable.

5. Damaged or Wrong Items

• Report within 48 hours of delivery with supporting photos/videos.

• NiPlug will coordinate replacement or refund at no cost to you.

6. Support & Escalations

All issues are escalated to NiPlug Support, who will manage the resolution.

• Email: niplug@paysokosystems.com

• Phone/WhatsApp: +254 794 403 000

• Hours: Mon–Sat, 09:00–18:00 (EAT)

7. International Orders

• International orders are not currently supported.