Cancellation Policy

Cancellation Policy

Last Updated: January 2026

This Cancellation Policy explains how order cancellations work on GreenLife (KL) Limited ("GreenLife", "we", "us", "our"). By placing an order on our platform, you agree to the terms outlined below.

As a multi-vendor marketplace, cancellation rules may vary depending on the vendor. GreenLife facilitates cancellations in accordance with vendor policies and platform standards.

1. Order Cancellation by Customer

a. Before Order Is Shipped

You may request to cancel your order before it is shipped.

  1. Go to My Account > Order History
  2. Select the order and click Cancel Order
  3. Submit the cancellation request

If the vendor has not yet shipped the item, the order will be cancelled successfully.

b. After Order Is Shipped

Once an order has been shipped, cancellation is no longer possible. In such cases, you must follow the Return & Refund Policy after delivery.

2. Vendor-Specific Cancellation Rules

  1. Some vendors may allow cancellation within a limited time window after placing the order
  2. Vendor-specific cancellation terms will be clearly mentioned on the product page
  3. If no specific cancellation policy is mentioned, GreenLife’s standard cancellation rules apply

3. Cancellation Due to Unavailability or Errors

GreenLife or the vendor reserves the right to cancel an order in the following situations:

  1. Product out of stock or unavailable
  2. Pricing or listing errors
  3. Payment verification failure
  4. Suspected fraudulent or suspicious activity

In such cases, you will be notified promptly and issued a full refund.

4. Refunds for Cancelled Orders

a. Successful Cancellations

If your order is cancelled successfully before shipment:

  1. A full refund will be initiated to your original payment method

b. Refund Processing Time

  1. GreenLife processing time: up to 7 business days
  2. Bank/Credit Card: additional time depending on your bank
  3. GreenLife Wallet: Instant credit
  4. Mobile Money: Within 1 business day

5. Cash on Delivery (COD) Orders

For Cash on Delivery (COD) orders:

  1. Orders can be cancelled before shipment
  2. No refund is applicable if payment has not been collected
  3. Repeated COD order cancellations may lead to account restrictions

6. Failed Delivery or Customer Unavailability

If delivery fails due to incorrect address, unreachable customer, or refusal to accept delivery:

  1. The order may be cancelled automatically
  2. Shipping or handling charges may be deducted where applicable
  3. Repeated incidents may result in account suspension

7. Abuse of Cancellation Policy

GreenLife reserves the right to:

  1. Monitor cancellation behavior
  2. Restrict, suspend, or terminate accounts that abuse the cancellation or refund system

8. Contact Us

If you have questions regarding order cancellations, please contact us:

  1. Email: info@greenlife.com
  2. Phone: +254722563698 (Mon–Fri, 9:00 AM – 5:00 PM)
  3. Website: www.greenlife.com

This Cancellation Policy forms part of GreenLife’s Terms & Conditions and applies to all users of the platform.