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First purchase comes with a limited edition of eco-friendly tote bag. 

cancellation & REFUND POLICY

APONEH is a circular fashion marketplace offering pre-loved and second-hand garments. Items may show natural signs of prior wear and may not be in brand-new condition. By purchasing on our platform, customers, resellers and suppliers acknowledge and accept the nature of second-hand fashion.

This policy outlines the terms and conditions regarding order cancellations and refunds for both the wholesale traders and individual retail customers and re-sellers. By using the APONEH platform, you agree to these terms, which are designed to ensure a fair, transparent, and efficient marketplace for the second-hand textile economy.

Short Version for Checkout Page: APONEH sells curated second-hand garments. Items may show natural signs of prior wear. Please review product details carefully before purchase.

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Section 1: Nature of Products

All items sold on APONEH are pre-loved and second-hand, unless explicitly stated otherwise. Items may:

  • Show natural signs of prior wear

  • Have minor imperfections consistent with use

  • Differ slightly in color due to lighting and screen display

Customers should not expect new-condition garments. We encourage all buyers to carefully review:

  • Product descriptions

  • Measurements

  • Condition grading

  • Images and videos before completing a purchase.

 

Section 2: Wholesale Cancellations (Bales and Bulk Orders)

Due to the specialized nature of bulk textile logistics and the immediate allocation of inventory, the cancellation window for these orders is strictly limited. Buyers may request to cancel an order within two hours of placement, provided the supplier has not yet marked the status as processed or dispatched. Once a bale moves into the in-progress or shipped stage, cancellations are no longer permitted. This restriction is necessary to account for the labor-intensive process of grading, moving, and securing high-volume inventory.

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Section 3: Retail Cancellations (Individual Garments)

Individual retail buyers may request a cancellation at any time before the item has been handed over to the courier for delivery. To ensure a smooth experience, we encourage customers to initiate cancellation requests immediately through their account dashboard. Once an item has been marked as shipped, the order can no longer be cancelled, and the customer must instead follow the standard return or dispute process upon receipt of the item.

Due to the unique and second-hand nature of our products, returns are only accepted under specific conditions.

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Section 4: Eligible and Non-Eligible Returns

4.1 Eligible Returns

Returns may be accepted if:

  • The wrong item was delivered

  • The item received is significantly different from its description

  • There is undisclosed major damage
     

Claims must be submitted within 48 hours of delivery.

Customers must provide:

  • Clear photos

  • A brief description of the issue
     

APONEH will review the claim and respond within [3–5] business days.

4.2 Non-Eligible Returns

Returns will not be accepted for:

  • Change of mind

  • Fit or sizing issues where measurements were provided

  • Minor signs of wear consistent with second-hand clothing

  • Color variation due to lighting or display differences

  • Delays caused by third-party logistics providers
     

Section 5: Merchant and Platform Rights

APONEH reserves the right to cancel any order, whether wholesale or retail, under specific circumstances to protect the integrity of the marketplace. These include instances where a selected item or bale is found to be out of stock, fails a pre-shipment quality inspection, or if there is a failure in the payment or financing verification process. Additionally, cancellations may occur if unforeseen logistical constraints prevent safe delivery to the specified destination or hub. In all such cases, the buyer will be notified immediately and issued a full refund.

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Section 6: Refund Protocols and Timelines

When a cancellation is successfully processed, refunds are issued back to the original payment method or the APONEH digital wallet within three to five business days. Please be advised that certain marketplace processing fees may remain non-refundable to cover the administrative and technical costs of the transaction.

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Section 7: Condition Grading

To promote transparency, items may be categorized using a condition grading system:

  • Grade A: Excellent condition, minimal signs of wear

  • Grade B: Very good condition, light signs of use

  • Grade C: Visible wear but functional and wearable

Customers are responsible for reviewing the condition grade before purchase.

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Section 8: Dispute Resolution and Escrow Protection

To protect both buyers and sellers, APONEH utilizes an escrow system where funds are held until the transaction is successfully completed. For wholesale orders, buyers must report any significant discrepancies in grading or quality within twenty-four hours of delivery. For retail orders, the reporting window aligns with standard consumer protection timelines. If a report is filed within these periods, the funds remain in escrow while our support team facilitates a resolution. Failure to report an issue within the designated timeframe will result in the automatic release of funds to the supplier.

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Section 9: Abuse of Policy

APONEH reserves the right to refuse returns or suspend accounts in cases of:

  • Repeated return abuse

  • Fraudulent claims

  • Manipulation of the cancellation system

 

Section 10. Contact Us

For cancellation or return requests, please contact:

support@aponeh.com

+254792267767

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