Request a Refund
How refunds work on vyete.com after a cancelled order or a problem with your delivery.
Refunds on Vyete are initiated automatically when an order is cancelled before the shop confirms it, or when a support agent approves a return or problem report. Refunds go back to the original payment method you used at checkout.
Steps
Confirm the refund trigger
Refunds are initiated in two main scenarios: (1) you cancelled the order while it was still in Order Placed status, or (2) a support agent resolved a Report a Problem case in your favour (missing items, return approved, failed delivery).
Check your order status
Open myhub → Orders and tap the relevant order. The order detail screen will show whether the order is Cancelled and if a refund has been triggered.
Allow processing time
Refunds are sent to your original payment method. Allow 3–7 business days for the funds to appear, depending on your provider:
- Mobile Money (M-Pesa, Airtel Money, etc.): typically 1–3 business days
- Card (Visa/Mastercard): typically 3–7 business days depending on your bank
Check your payment account
Log in to your mobile money app or check your bank statement. Refunds appear as a credit from Vyete.
Note
Cash on Delivery orders where the courier never collected payment will show a Cancelled status with no refund entry, because no payment was taken.
Warning
If your refund has not arrived after 7 business days, contact Vyete support with your order reference number so we can investigate with the payment provider.
Common questions
Q: My order was cancelled by the shop — do I still get a refund?
A: Yes. If the shop cancels your order after you've already paid, a full refund is initiated automatically to your original payment method.
Q: Can a refund be sent to a different payment method?
A: Refunds are always returned to the original payment method used at checkout. It is not possible to redirect a refund to a different account.
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