Buyer Protection & Refund Policy
Version 18 October 2026 · Applies to everyone who uses onrizo.com
Your payment is held by Onrizo and only released to the seller after you confirm your order arrived in good condition. Here is exactly how it works.
1. How your payment is protected
When you pay for an order on Onrizo, the seller does not get your money straight away. Onrizo holds it until you have received your order and told us it arrived in good condition.
- You buy and pay by M-Pesa. Your payment is marked Held.
- The seller prepares and dispatches your order. You can follow it on the tracking page using your tracking code, and you get an email when it ships.
- Your order arrives. Check the item(s) carefully.
- You decide. Everything fine? Confirm receipt and the payment is released to the seller. Something wrong? Report a problem and the payment stays frozen.
2. What you need to do
- Keep your tracking code (it starts with ORZ-). It is how you confirm or dispute your order.
- Check your order as soon as it arrives. Open it, check it works if you can, and take clear photos if anything is wrong.
- Only tap “Confirm receipt” when you are happy. Confirming is final: the money goes to the seller and cannot be taken back by Onrizo.
- If something is wrong, tap “There’s a problem with my order” before confirming and describe the issue.
- Act within 7 days of dispatch. If you do not confirm or dispute by then, the payment is released automatically, so that sellers are not left waiting indefinitely.
3. What happens in each situation
| Situation | What happens to the money |
|---|
| You have not paid yet (order shows Awaiting payment) | Nothing is held. The seller should not ship. You can cancel at any time. |
| You paid; seller has not dispatched yet | Held by Onrizo. |
| Seller cancels or cannot fulfil your paid order | You are refunded in full. The seller receives nothing. |
| Item arrives in good condition and you confirm | Released to the seller straight away. |
| You report a problem | Frozen. Neither you nor the seller can release it. Onrizo reviews, then releases to the seller or refunds you. |
| You do nothing for 7 days after dispatch | Released to the seller automatically. |
4. What is covered
You can open a dispute while your payment is still held if:
- the item has not arrived within a reasonable time;
- the item arrived damaged, faulty or incomplete;
- the item is materially different from the listing (wrong model, size, colour, specification, or a fake or counterfeit product); or
- you received the wrong item.
5. What is not covered
- Change of mind, unless the seller’s own listing offers returns.
- Problems you raise after you confirmed receipt or after the automatic release. At that point the money is with the seller; you may still contact the seller, and we may help at our discretion, but we cannot guarantee a refund.
- Failed delivery because the address or phone number you gave was wrong or unreachable, or you refused a correct delivery without good reason.
- Payments made outside Onrizo (for example directly to a seller by phone or M-Pesa). Never pay a seller outside Onrizo for an order made here.
- Damage caused by you after delivery, or normal wear and tear.
6. How to report a problem
- Open your tracking page and enter your tracking code.
- Tap There’s a problem with my order and describe what went wrong (at least a sentence or two: what you ordered, what happened, when).
- Submit. The order status changes to Disputed and the payment is frozen. We email the seller and our team.
- We aim to contact you within 24 hours. Please reply with photos or video, screenshots of conversations with the seller, and any delivery details we ask for.
You can also email support@onrizo.com with your tracking code.
7. How we decide
Onrizo reviews what the buyer and the seller send us, such as the listing, photos, messages, proof of dispatch and delivery details. We may ask either side for more information within a stated time (normally two business days) and may decide on the evidence we have if someone does not respond. Our decision is one of:
- Release to the seller, if the order was delivered as described; or
- Refund the buyer, if it was not delivered, was damaged or faulty, or was materially not as described.
We will tell both sides by email. A dispute decision does not stop either party from using their legal rights.
8. Refunds
- Approved refunds are sent to the M-Pesa number that made the payment, normally within 3 business days of approval.
- The refund is for the amount you paid for the order, including any delivery fee that was part of it. Any M-Pesa transaction charges applied by Safaricom to the original payment are not refunded by Onrizo.
- If a refund is ever delayed or you paid with a number you can no longer use, contact support@onrizo.com.
- Your order status shows Refunded once the refund is approved.
9. Your legal rights
This policy adds to, and does not reduce, your rights under the Consumer Protection Act, 2012 and other Kenyan laws, which include the right to goods that are of acceptable quality and match their description. See also our Terms & Conditions.