StarPay Market policy
Refund policy
One refund policy covers every order on StarPay Market, whichever shops you buy from. StarPay sets it, every shop agrees to it when it joins the Market, and no shop can offer different terms for a Market order. Each shop is still the seller of its own products; StarPay processes your payment, arranges delivery and handles every refund request.
Effective 25 September 2026
Before your parcel reaches you
StarPay makes these refunds on its own. You don't need to ask.
- The shop can't send your parcel, or the courier loses or damages it. You get back everything you paid for that parcel: its items and its delivery.
- You refuse the parcel, or you aren't there and it goes back to the shop. You get back the items, but not the delivery fee: it paid for the trip. If you chose cash on delivery you haven't paid anything, so there's nothing to refund, but refusing cash orders can stop cash on delivery being offered to you.
- Your payment reaches us after your checkout has closed. You get it all back.
If you paid in stablecoin, StarPay's team checks the payment and contacts you to return it in coin, including a payment that reached us after your checkout closed or was short of the amount shown. If you haven't heard from us, contact StarPay with your order reference.
Something wrong with what arrived
Tell us within 7 days of delivery if an item:
- isn't what you ordered, or is missing from your parcel;
- arrived damaged, or doesn't work;
- is clearly different from its photos or description.
You get the item's full price back, and the shop pays for the courier to collect it. If the whole parcel was wrong, the delivery you paid for it comes back too. If the shop has a replacement and you'd rather have that, tell us and we'll arrange it with the shop.
Changed your mind
Within 7 days of delivery you can return an item that's unused and still has its tags and original packaging. You pay for the courier's return trip, and you get the item's price back. The delivery you paid for the original parcel isn't refunded.
You can't return these for a change of mind, though they're covered if they arrive wrong, damaged or faulty:
- food and groceries;
- beauty and personal-care products once they've been opened;
- earrings, waist beads, underwear and swimwear;
- anything made, altered or personalised to your order.
How to ask for a refund
Contact StarPay with your order reference (it starts mk_ and is on your receipt and your order page) and tell us what's wrong. A photo helps. We tell the shop, arrange the courier collection, and let you know the outcome. Please don't send anything back without a return StarPay has arranged, because we can't trace a parcel we didn't book.
How your money comes back
A refund goes back the way you paid: to the Mobile Money number you paid from, or for stablecoin, in coin, arranged by StarPay's team. For cash you paid on delivery, StarPay's team arranges the refund with you. StarPay's team sends it. While a parcel's refund is pending, your order page says so.
What this policy doesn't cover
- wear, or damage that happens after delivery;
- an item returned used, incomplete, or without a return StarPay arranged;
- a request made more than 7 days after delivery;
- something bought from a shop's own StarPay store or payment link rather than through StarPay Market. The shop's own terms apply there.
For shops
Selling on StarPay Market means selling under this policy. A shop can't refuse a refund it gives, ask a buyer to settle outside StarPay, or set its own refund terms for a Market order. A refund for an item that arrived wrong, or that a buyer returned, comes out of the shop's StarPay balance, and StarPay returns its fee on that sale. A shop that doesn't honour this policy is taken off the Market.
Your rights
This policy adds to your rights under Ghanaian law. It doesn't take any of them away.