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ORDERS & SHIPPING

When will my item be shipped?

Although delivery times vary based on your location and the item that was auctioned, we typically ship orders within 3 business days after the item has been paid for. During high volume periods and the rainy season, your order could be delayed by additional days.

Tracking Information

After your item is shipped, we will provide you with tracking information via email. Please check your email for updates on your order and use the tracking number provided to monitor the progress of the shipment and delivery.

Where’s My Item?

We work as quickly as we can to process your order. If you’re wondering why you haven’t received your item, please use the tracking number that was sent to you. Depending on your location, please allow up to 14 days for your order to arrive. If you think your order should have arrived but you haven’t received it, please track your order using the tracking number that was provided to you at the time of shipping. If you can’t view, track or determine the status of your order, you may contact our Customer Service department here.

Items that are lost, stolen or damaged in transit

While we have the utmost trust in our shipping partners, we recognise that in rare cases, an item that has been sent to you may be damaged during transit, lost or stolen. Unfortunately, once an item is shipped to you, the risk of loss or damage shifts away from us to you and Kobobid will not be responsible for any damaged, stolen or lost items.

Once notified of your shipment, please use the tracking number that was provided to you to track and monitor the progress of the shipment. Being aware of your expected delivery date might help to mitigate the risk of loss.

Any claims for damage that occurred while in transit, loss or theft must be made to our shipping partner. If you experience any issues of damage, loss or theft, please contact us. Our Customer Service and Logistics teams will do their best to assist you with any relevant documentation that may be required to file a claim with our shipping partner.


SAFETY MEASURES

All our personnel take protective and hygiene measures to deliver your items safely to you, in line with health advice provided by global health agencies in response to the Coronavirus (COVID-19) Pandemic. Because we take these safety measures seriously, we have chosen FedEx as our shipping partner based on their impressive commitment to keep their customers safe during the pandemic. To read more about how FedEx is responding to the pandemic, you may visit their site here.

RETURNS

Quality Assurance

We stand behind the quality of the products we offer and want every auction to be a positive experience. If by any chance, the product you received is defective, we will do our best to make it right.

Is there a limitation on initiating a return?

We allow returns and exchanges for certain products within 14 days of the delivery date. If no tracking number was assigned at the time of shipping, the item to be returned must be received within 21 days of the shipping date. The eligibility for return will depend on the circumstances and reason for return.

I received a defective product

All of our products are tested and inspected before shipment. If you however, receive a defective product, please contact our customer care team. Defective products that are eligible for return may be returned for either a refund or an exchange.

The wrong item was sent to me

If by some error, we send you the wrong item, colour, size or specification of the product you ordered, the item would be eligible for a refund or exchange.

How do I send my item that is eligible for a return?

If your item is eligible for a return, we will either send you a prepaid shipping label or instructions to drop it off at our facility. Any items being returned to us must be in its original packaging and in new or unused condition. It must also include all parts, accompanying literature (manuals, packaging leaflets, instructions, warranty cards, promotional coupons etc.) and accessories (batteries, chargers, cords, attachments, extensions, etc.).

What happens after Kobobid receives my returned item?

We inspect all returned items to ensure that it is the exact same item that was sent to you and that the item has been returned to us in its original condition. The returned item’s UPC or serial number must match the number we have in our records. Removal or alteration of the product’s UPC or serial number label will automatically void any possibility of refund or exchange. After inspection, if we discover that (a) the numbers are mismatched; or (b) the number has been altered or removed; or (c) the item appears to have been used; or (d) the item’s packaging has been damaged; or (e) some of the item’s parts, literature, accessories or other like accompanying materials is missing, we will void the eligibility for return or refund and return the item to you. If we sent you a shipping label, we will send you an invoice for the refund of the cost of returning the item to us. You will also be responsible for the cost of sending the item back to you.


EXCHANGE & REFUNDS

Defective or wrong items may be exchanged/replaced at no additional cost to you. If you choose to receive a refund, only the Final Auction Price paid at checkout will be refunded.

Unfortunately, we are unable to refund the shipping fee that was paid to ship the item to you. If your item is eligible for a return because it is defective or because we sent you the wrong item, we will bear the cost of receiving back the item from you and if you desire, sending you a replacement.

Your refund will be applied to the original form of payment. We are unable to make refunds to an alternative account. Refunds will be processed after we receive and inspect your returned item. Please allow up to 10 business days to receive your refund. For the avoidance of doubt, please note that bids placed in auctions are not eligible for refunds.


CANCELLATION

You may cancel your order at any time before it is processed. Once we process your order, it is no longer eligible for cancellation and will be subject to our Return Policy. If your order is eligible for a cancellation, you will be entitled to a refund of the transaction amount, including the shipping charges but less the applicable payment processing fees. Our payment processor is Flutterwave and you may view their payment processing charges here. Please note that any bids used in the auction that led to the order will not be forfeited and cannot be refunded to your account.

When we’re unable to fulfil your order

In the event that we’re unable to fulfil your purchase or auction order, we will provide you with the option to accept an alternative but comparable item. If you decline the alternative item, you will receive a full refund of the transaction amount including all shipping and payment processing charges. In addition, any bids used in that specific auction will be credited back to your account. For the avoidance of doubt, we are unable to refund the cost of the bids purchased and used in that auction.

Suspicious and Fraudulent Activities

We reserve the right to determine that certain customers have engaged in suspicious activity that is aimed at defrauding Kobobid. If you request several returns or cancellations, make several claims for loss/damage/theft or return multiple items to us that do not appear to be in their original condition, we may make the determination that you have engaged in fraudulent activity and your account with us will be terminated. Once terminated, you will be unable to set up a new account with us and your rights upon termination shall be subject to our Terms of Use which can be found here.