Tushop Safety Guarantee

What is the Tushop Safety Guarantee?

Buying preloved means trusting someone you've never met. We get it — and that's exactly why the Tushop Safety Guarantee exists. Every Order on Tushop Preloved is automatically covered so you can shop with confidence.

When you pay for an Order, your money is held safely by Tushop. The Seller doesn't receive a single shilling until the Order has been successfully delivered to you and either you've confirmed everything's good, or 48 hours have passed since delivery without you raising an issue.

If something goes wrong, we step in.

How much is the fee?

The Tushop Safety Guarantee is calculated on a tiered basis according to the item's selling price and is shown clearly at checkout before you confirm your Order.

Current rates:

There is no maximum cap on the fee itself; in practice, M-Pesa transaction limits impose a natural ceiling on transaction size. The fee is shown as a single line item on your order summary before you pay. The fee is mandatory on every purchase — this is what makes the guarantee universal across the Platform.

What's covered

• ✓Item didn't arrive. If your Order isn't delivered within the estimated delivery window and the Seller can't prove it was dispatched, you get a full refund of the item price and shipping fee.
• ✓Arrived damaged. If the Item is damaged in transit and isn't usable as described, you're eligible for a refund. Share photos within 48 hours of delivery.
• ✓Not as described. If what you receive is materially different from the Listing — wrong colour, wrong size not mentioned, hidden major defect — we'll review your claim for a full or partial refund.
• ✓Wrong item shipped. Full return + full refund. The Seller covers return shipping.
• ✓Missing components or parts. Choose either a partial refund or a full return.
• ✓Counterfeit. Refund without return required. The Listing is removed and the Seller is sanctioned.

What's not covered

• ✗Change of mind — preloved Items are final-sale unless faulty.
• ✗Minor wear or variation that's normal for a preloved Item and consistent with the Listing.
• ✗Issues reported more than 48 hours after delivery.
• ✗Items that match the Listing, including any defects the Seller disclosed.
• ✗Deals made outside the Tushop Preloved app.

How to raise a claim

1. Contact us within 48 hours of the Item being marked as Delivered (or within 48 hours of the expected delivery date if the Item never arrived):
   • WhatsApp: +254 116 111 166
   • Voice call: 0111 393 939

   Tell us your Order number and the issue type, and describe what happened.

2. Share evidence. Send photos of the Item, screenshots of the Listing, or anything else relevant via WhatsApp. For damage and "not as described" claims, photos are required.
3. We acknowledge within 24 hours and reach out to the Seller for their side. Sellers have 48 hours to respond — if they don't, your resolution stands by default.
4. We aim to resolve claims within 3 business days. No claim takes longer than 5 business days.
5. If approved, your refund is sent directly to your M-Pesa within 3 business days.

Note: an in-app "I have an issue" button is on our product roadmap. Until it ships, all claims are raised and handled through WhatsApp or voice call.

Returns under the Safety Guarantee

When a claim resolves with a return, Tushop will arrange a rider pickup from your address. You'll receive a notification with the pickup window. Pack the Item with all original accessories and hand it to the rider. Once the Seller has received and inspected the Item (they have 48 hours), your refund is processed.

You don't need to ship the Item back yourself, and you should not arrange a return privately with the Seller — all returns must move through the Platform to be covered by the Safety Guarantee.

Is the fee refundable?

The Tushop Safety Guarantee fee itself is non-refundable — it covers the cost of providing the service. If your claim is approved, you'll be refunded the item price and shipping fee.