Mirkado Refund and Returns Policy

Effective Date: [Insert Date]
Last Updated: [Insert Date]

1. Introduction

At Mirkado, we want every customer to have a positive and convenient shopping experience. We understand that there may be situations where an order needs to be cancelled, a product returned, or a refund requested.

This Refund and Returns Policy explains the circumstances under which refunds, returns, replacements, and order cancellations may be considered when purchasing through Mirkado.

Mirkado is a digital marketplace based in Ghana that connects buyers and sellers and provides an integrated delivery platform. Our delivery services are fulfilled by independent individuals using the Mirkado Delivery Man app and by third-party delivery providers, including providers operating under contractual arrangements with Mirkado. Mirkado does not necessarily own or operate the vehicles used to deliver orders.

This Policy is intended to clarify the respective roles of Mirkado, sellers, and delivery providers while protecting customers' rights under applicable law.

2. Scope of This Policy

This Policy applies to purchases made through the Mirkado marketplace, subject to any additional product-specific terms disclosed before purchase.

It covers:

• Order cancellations

• Product returns

• Refund requests

• Damaged, defective, incorrect, or incomplete orders

• Undelivered or lost orders

• Delivery-related complaints

• Refund processing and payment methods

• Disputes involving buyers, sellers, and delivery providers

Where another applicable Mirkado policy or a seller's disclosed terms provides additional protections, those protections may apply alongside this Policy. Nothing in this Policy removes or restricts a consumer right that cannot lawfully be excluded or limited.

3. When a Refund May Be Granted

A refund may be considered in circumstances including the following.

3.1 Damaged Products

If a product arrives damaged, broken, or materially affected during delivery, you should report the issue as soon as reasonably possible.

Please provide your order number, a description of the damage, and clear photographs or other supporting evidence where available.

Depending on the circumstances and applicable law, an appropriate resolution may include a refund, replacement, repair, or another suitable remedy.

3.2 Defective or Faulty Products

If a product does not function as described, has a manufacturing defect, or is otherwise faulty, you may submit a refund or return request.

The seller and Mirkado may assess the issue and determine an appropriate resolution in accordance with applicable law, any applicable warranty, and the circumstances of the purchase.

3.3 Incorrect Products

If you receive a product that differs materially from the product you ordered, such as the wrong item, size, model, or variant, please contact Mirkado support.

Where the complaint is verified, an appropriate remedy may include a replacement, exchange, or refund.

3.4 Missing Items or Incomplete Orders

If an order contains fewer items than purchased, or an item or component is missing, report the issue to Mirkado.

We may review the order details, seller records, delivery information, and other relevant evidence before arranging an appropriate resolution.

3.5 Product Not as Described

If a product is materially different from its description, photographs, specifications, or other important information provided at the time of purchase, you may submit a complaint for review.

Minor differences that do not materially affect the product's nature or functionality may be assessed differently, subject to applicable law and any representations made by the seller.

3.6 Order Not Delivered

If you have paid for an order that has not been delivered, please contact Mirkado support.

We may investigate the order with the seller and the relevant delivery provider. If the order cannot be delivered and a refund is due, the refund will be handled in accordance with applicable law and the circumstances of the transaction.

3.7 Order Cancelled by the Seller

If a seller cancels an order after payment has been made, any refund due will be processed through the applicable payment or refund procedure.

Where a seller cannot supply an item, the customer will be informed as appropriate, and any refund required by law will be handled within the applicable statutory period.

3.8 Duplicate or Incorrect Payments

If you believe you have been charged more than once for the same order, or that an incorrect amount has been charged, contact Mirkado with the relevant order and transaction details.

We will review the available payment records and work with the relevant payment provider where necessary.

4. Customer Remorse and Change of Mind

If you change your mind after placing an order, your ability to cancel or return the product may depend on the stage of fulfilment, the nature of the product, the seller's disclosed terms, and applicable law.

Please contact Mirkado as soon as possible if you wish to cancel an order.

Nothing in this section is intended to remove any applicable statutory cancellation or return right. Where a customer exercises a lawful cancellation right, any permitted return costs or other charges will be handled in accordance with applicable law.

5. Products That May Have Special Return Conditions

Certain products may be subject to specific return procedures because of their nature, condition, safety, hygiene requirements, or risk of deterioration.

Examples may include:

• Perishable goods

• Personal-care or hygiene products

• Products sealed for health or safety reasons

• Custom-made or personalised items

• Digital products or services

• Products subject to special warranty or manufacturer conditions

Any restrictions or exceptions must be disclosed where required and must comply with applicable law. A product category or seller policy cannot, by itself, override a consumer's non-excludable legal rights.

6. How to Request a Refund or Return

To request a refund, return, or replacement, follow these steps.

Step 1 — Contact Mirkado

Email support@mirkado.com or use the available customer-support feature on the Mirkado platform.

Step 2 — Provide your order details

Include:

• Your order number

• The name or description of the product

• The date of purchase or delivery, if known

• The reason for your request

• Photographs, videos, receipts, or other supporting evidence, where relevant

Step 3 — Allow the request to be reviewed

Mirkado may review the information you provide and contact the seller, payment provider, or relevant delivery provider when necessary.

Step 4 — Receive a resolution

We will communicate the outcome and, where applicable, provide instructions for returning the product, arranging a replacement, or processing a refund.

Please do not send a product to an address unless the return instructions have been confirmed.

7. Reporting Periods and Legal Rights

Customers should report damaged, incorrect, defective, incomplete, or undelivered orders as soon as reasonably possible so the issue can be investigated.

Mirkado may establish operational reporting periods for particular types of complaints. However, these periods will not be used to remove or restrict any mandatory cancellation, return, warranty, refund, or other consumer rights under applicable law.

For transactions governed by Ghanaian law, the Electronic Transactions Act, 2008 (Act 772), as amended, includes provisions concerning electronic transactions, cancellation rights, order performance, and refunds in specified circumstances. The applicable rights and time limits depend on the facts and legal requirements relevant to the transaction.

8. Return Conditions

Where a return is appropriate, customers may be asked to:

• Follow the return instructions provided by Mirkado or the seller

• Return the correct item associated with the order

• Include relevant accessories, parts, and packaging where reasonably required

• Provide proof of purchase or order details

• Avoid unnecessary use, alteration, or damage to the product while the return is being arranged

These conditions will be applied reasonably and subject to applicable law. Original packaging or unused condition will not be required where such a requirement would unlawfully restrict a consumer's rights or where the nature of the complaint makes compliance unreasonable.

9. Delivery Fees and Return Costs

Delivery charges and return costs will be assessed according to the reason for the return, the circumstances of the transaction, the disclosed terms, and applicable law.

Where a refund is approved, the treatment of the original delivery fee will depend on the circumstances and any applicable legal requirements.

For example:

• Where an incorrect or defective product is supplied, reasonable return or replacement arrangements will be assessed in light of the seller's responsibility and applicable law.

• Where a customer changes their mind, any permitted direct return costs may be borne by the customer where legally allowed.

• Where an order is not delivered, and a refund is due, the treatment of delivery charges will be assessed in accordance with the applicable transaction terms and law.

Mirkado will not automatically deduct delivery or return charges where doing so would breach applicable law.

10. Mirkado's Delivery Network

Mirkado provides a digital platform that supports delivery coordination. Actual deliveries may be performed by independent individuals using the Mirkado Delivery Man app or by third-party delivery providers operating under contractual arrangements.

Mirkado does not necessarily own, maintain, or directly operate the motorcycles, cars, vans, or other vehicles used for deliveries.

If a product is damaged, lost, delayed, or incorrectly delivered, customers should report the issue to Mirkado rather than attempting to resolve a platform order dispute solely with an individual delivery provider.

Mirkado may coordinate an investigation with the seller and relevant delivery provider, using available order and delivery records to assess the complaint.

Responsibility for a particular loss, damage, or failure will depend on the circumstances, the applicable agreements, and relevant law. Nothing in this Policy excludes any responsibility that Mirkado, a seller, or a delivery provider may have under applicable law.

11. Refund Approval and Processing

Once a refund has been approved, it will generally be returned through the original payment method where supported and appropriate.

Depending on the payment method and transaction, refunds may be processed through a payment service provider, mobile money provider, bank, or another supported payment channel.

The time required for the funds to appear in your account may depend on the payment provider and the financial institution involved.

Mirkado will communicate relevant refund information where available. Any statutory refund deadline will take precedence over a general processing estimate in this Policy.

Refunds will not be represented as completed until the relevant processing status has been confirmed.

12. Partial Refunds

A partial refund may be appropriate where only part of an order is affected, only certain items are missing or defective, or another lawful and agreed resolution applies.

Any partial refund will be assessed according to the circumstances and applicable law. Customers will be informed of the proposed resolution before it is finalised where appropriate.

13. Exchanges and Replacements

Where a product is eligible for an exchange or replacement, Mirkado may coordinate with the seller to determine whether the same product or a suitable alternative is available.

If a replacement is unavailable, a refund or another legally appropriate remedy may be offered.

Any additional payment required for an alternative product must be disclosed and agreed to by the customer before proceeding.

14. Fraudulent or Abusive Refund Requests

Mirkado aims to handle refund requests fairly and may investigate suspected fraud, false claims, repeated misuse of the refund process, or deliberate damage to products.

Where appropriate, we may request additional information, review order and delivery records, or refer a matter to the relevant seller, payment provider, or delivery provider.

Any action taken will be proportionate to the circumstances and subject to applicable law. A request will not be rejected solely because a customer has made previous legitimate refund claims.

15. Disputes and Escalation

If you disagree with a refund decision, you may request a further review by contacting Mirkado support and explaining why you believe the decision should be reconsidered.

We will review the information available and communicate our response.

Where a dispute cannot be resolved directly, customers and other parties retain any rights to pursue applicable complaint, mediation, regulatory, or legal processes available to them.

16. Seller Responsibilities

Sellers using Mirkado are expected to provide accurate product descriptions, fulfil orders as agreed, cooperate with reasonable investigations, and comply with applicable return, warranty, and consumer-protection obligations.

Sellers must not use their own store policies to remove consumer rights that cannot lawfully be excluded.

Where a seller is responsible for an issue, Mirkado may coordinate with that seller to support an appropriate resolution.

17. Changes to This Policy

Mirkado may update this Refund and Returns Policy to reflect changes in its services, marketplace procedures, payment systems, delivery arrangements, or legal obligations.

The updated version will be published on the Mirkado platform with a revised “Last Updated” date. Changes will apply as permitted by applicable law and will not retrospectively remove rights that have already accrued.

Customers should review this Policy before placing an order.

18. Contact Mirkado

For refund requests, return enquiries, delivery complaints, or questions about this Policy, please contact us.

Mirkado
Dawhenya, Greater Accra, Ghana
Email: support@mirkado.com
Telephone: +233 20 207 0905
Website: https://mirkado.com

Please include your order number in your message where possible to help us identify the transaction.