Refund Policy

Our goal at Bikilo is to ensure a transparent and fair experience for every order. As a marketplace connecting you with local vendors, this policy outlines the general guidelines for refunds and returns. Please note that the final resolution depends on the individual vendor who fulfilled your order.

1. Your Right of Withdrawal (14-Day Cooling-Off Period)

In accordance with EU law, for most non-perishable products purchased online, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason.

• How to Exercise This Right: Please contact our customer support with your order details. You will be responsible for returning the item to the vendor in its original, unused, and unopened condition.
• Exceptions: This right of withdrawal does not apply to:
  • Perishable goods: Such as fresh food, prepared meals from restaurants, and fresh groceries that can spoil quickly.
  • Sealed goods: Items sealed for health or hygiene reasons that have been unsealed after delivery (e.g., certain personal care or pharmacy products).

2. Issues with Your Order (Damaged, Incorrect, or Missing Items)

If you have a problem with your order, please contact Bikilo customer support as soon as possible, providing your order number and photographic evidence.

• For Perishable Goods (Food & Groceries): Please report any issues regarding quality, incorrect items, or missing items within a few hours of delivery. As these items cannot be returned, resolutions may include a partial or full refund or a credit, at the discretion of the vendor. We will mediate on your behalf.
• For Non-Perishable Goods (Packaged Items, Shop, etc.): If an item is faulty, not as described, or damaged, you are entitled to a resolution (refund or replacement). We will coordinate with the vendor to resolve the issue in line with your statutory rights.

3. How to Request a Refund

1. Contact Us: Reach out to Bikilo customer support via email or our platform.
2. Provide Details: Share your order number, describe the issue clearly, and attach clear photos of the item(s) in question.
3. We Mediate: We will contact the vendor on your behalf and facilitate a resolution.
4. Resolution: Once a refund is approved by the vendor, we will process it.

4. Processing Your Refund

Once approved, your refund will be processed back to your original method of payment within 5-10 business days.