Last Updated:Jan 1,2026
At Gibemart, we strive to ensure you have a satisfactory experience with every order. This policy outlines the circumstances under which refunds or order adjustments may be issued.
All refund requests are evaluated on a case-by-case basis.
Refunds, when approved, will be issued to the original payment method used for the purchase. Processing times depend on your bank or payment provider (typically 5-10 business days).
For issues related to product quality, incorrect items, or missing items, we encourage you to first contact the Merchant directly through the Gibemart App to seek resolution.
By Customer:
You may cancel an order at no charge before the Merchant has accepted and started preparing it. Once the Merchant accepts the order, cancellation may be subject to fees.
For orders involving a Delivery Partner, if cancellation occurs after dispatch, a delivery fee may apply.
By Merchant/Gibemart:
Merchants reserve the right to cancel an order if items are unavailable, for suspected fraud, or if they cannot fulfill the order. You will receive a full refund.
Gibemart may cancel orders in cases of system errors, pricing mistakes, or violations of our Terms of Use.
Refunds or credits may be issued for:
| Scenario | Process | Typical Resolution |
|---|---|---|
| Incorrect Item Received | Report via the Gibemart App within 2 hours of delivery with photo evidence. | Full refund for the incorrect item or replacement, plus any associated delivery fee if the entire order is returned. |
| Damaged/Defective Items | Report within 2 hours of delivery with clear photos/video. | Full refund for the damaged item(s). |
| Missing Items from Order | Report immediately via the App before marking order as complete. | Refund for the missing item(s). |
| Significant Quality Issues (e.g., spoiled food, expired goods) | Report within 2 hours with evidence. | Full or partial refund based on the issue. |
| Non-Delivery (Order marked delivered but not received) | Contact Gibemart Support immediately. We will investigate with the Merchant and Delivery Partner. | Full refund if order cannot be located/delivered. |
| Late Delivery Beyond promised window* | Applies only to orders where a specific delivery time was guaranteed. | May be eligible for a delivery fee refund or credit at Gibemart’s discretion. |
*Note: Delivery times are estimates. Traffic, weather, and order volume can cause delays.
Generally, refunds are not provided for:
Change of mind or incorrect order placed by the customer.
Minor presentation issues that do not affect the core quality or safety of the product.
Items that have been consumed, used, or discarded.
Delays due to incomplete or incorrect address provided by the customer.
Delays due to customer unavailability at the time of delivery.
Prepaid Services/Wallets: Refunds to your Gibemart wallet are typically processed within 24 hours. Cash refunds may require additional processing time.
Subscription Services: Cancelled subscriptions are non-refundable, but you retain access until the end of the billing period.
Merchants may issue partial or full refunds directly through the Gibemart Store App for customer service reasons.
Once a Merchant initiates a refund, you will receive notification and the funds will be processed as per Section 1.
Go to Your Orders in the Gibemart App.
Select the specific order.
Tap "Get Help" or "Report an Issue."
Choose the relevant category and provide details/evidence.
You may also contact Gibemart Support at [support email] or call [support phone number].
Response Time: We aim to respond to all refund requests within 24 hours.
Instead of a cash refund, Gibemart may issue platform credits for future orders. These credits will be automatically applied to your next eligible purchase and expire after [e.g., 90 days] unless otherwise stated.
If you disagree with a refund decision, you may escalate by:
Contacting the Merchant directly to resolve.
If unresolved, Gibemart Support may mediate.
For payment disputes, you may contact your payment provider (bank, credit card company) subject to their policies.
We may update this Refund Policy periodically. Continued use of the Gibemart Platform after changes constitutes acceptance of the new policy.
For refund-related questions:
Gibemart Customer Support
Email: support@gibemart.com or gkmegersa21@gmail.com
Phone: +251965187496
In-App: 24/7 via the Help Center
