Important notice about COVID-19 and delays - PLEASE READ

When will I get my refund for an entire order that is cancelled?

The refund depends on the payment method used for your order as shown below:

If you paid by Credit Card or Debit Card

This amount is voided (released) back to your card or bank account within 24 hours. However your bank or card service provider may take up to 30 days to credit this to your card or bank account. When an order is cancelled the amount that was pre-authorized (blocked) simply gets voided which means it will no longer appear on your card or bank statement at all. You can check this on your online banking statement or you can also confirm this by calling your bank. When you place an order the amount is only pre-authorized (blocked) but you were not actually charged although you got an SMS from your bank when you placed the order. We only capture the payment once we process your order and in this case your order was cancelled so we did not proceed with capturing the amount held. In other words you will not see the initial transaction on your statement.


If you paid by Mobile Money

The amount that you paid by Mobile Money (M-Pesa, Equitel or Airtel-Money) will be refunded back to the same mobile number account that you had paid with. This is usually refunded within 2 - 3 business days.


If you paid by Bank Transfer / Cash Deposit / Paid at Whizz Office

The amount is refunded immediately as store credit on Whizz which can be used on any future order. Thereafter, if you request us to refund this amount then we can arrange for a bank transfer or cash collection from our office.

If you paid using Store Credit

The amount is refunded immediately as store credit on Whizz which can be used on any future order. If you have used Store Credit as part of the payment, partially or fully, then this can only be refunded back as Store Credit. We cannot issue cash refunds for Store Credit that was used towards a payment on any order.