Refund & Cancellation

This policy explains when and how you can cancel an order or request a refund on the Sesigo Hive Hive Market, and how we handle payment issues arising from our mobile money and card payment gateways (BTC Mobile Money / SMEGA and DPO Pay). It applies alongside our Terms & Conditions.

Apparel, equipment, and cosmetics purchased through Hive Market may be returned or exchanged if:

• ·The item is defective, damaged, or materially different from its listing;
• ·The wrong item was delivered; or
• ·The item is unused, unworn, and in its original packaging with tags intact.

• ·Return requests must be raised within 7 days of delivery by contacting us or the vendor via your order details.
• ·Personalised, customised, or made-to-order items (e.g. printed kits with a player's name) are non-returnable unless defective.
• ·Where a return is approved, the buyer is responsible for return delivery unless the item was defective or incorrectly supplied, in which case the vendor covers return costs.

Products purchased through the Clinic Store are supplied by affiliated healthcare/clinic partners and are subject to stricter handling rules for hygiene and safety reasons:

• ·Non-returnable once dispatched — medical and hygiene-related products cannot be returned or exchanged once they have left the clinic, except where defective or incorrectly supplied.
• ·Any issue with a clinic/medical order must be reported within 24–48 hours of delivery, with photo evidence where applicable.
• ·Verified defective or incorrect clinic items will be replaced or refunded at no cost to the buyer.
• ·This clause does not affect any statutory rights you may have under Botswana consumer protection law.

Payments are processed through BTC Mobile Money (SMEGA) and/or DPO Pay. Occasionally, a network or gateway timeout can cause a payment to appear deducted without an order being confirmed on the Platform.

• ·Deducted but no order confirmation — if your mobile money wallet or card was charged but you did not receive an order confirmation, do not retry more than once. Contact us with your transaction/reference ID and we will verify the payment status with the gateway.
• ·Duplicate charges — if you were charged twice for the same order due to a retry or network error, the duplicate charge will be reversed once confirmed with the gateway.
• ·Automatic reversals — unconfirmed/failed transactions that never resulted in a placed order are typically reversed automatically by the mobile money or card provider within 3–7 business days. Sesigo Hive does not hold these funds.
• ·PIN entry is passed directly to the SMEGA/DPO gateway and is wiped from the Platform immediately after submission — we cannot see or reverse a PIN-authorised transaction ourselves; reversal requests for confirmed transactions follow the process below.

• ·Email info.sesigohive@gmail.com or call +267 77 338 635 with your order reference and/or transaction ID.
• ·Orders can be cancelled free of charge before the vendor marks them as dispatched. Once dispatched, the return process in Sections 2–3 applies instead.
• ·We will acknowledge your request within 2 business days and confirm the outcome within 7 business days after any required vendor investigation.

• ·Approved refunds are returned to the original payment method — the same mobile money wallet or card used at checkout. We do not issue cash refunds.
• ·Mobile money refunds via SMEGA typically reflect within 5–10 business days, depending on the gateway and mobile network operator.
• ·Card refunds via DPO Pay typically reflect within 7–14 business days, depending on your card issuer.

Hive Market vendors are independent sellers (see our Terms & Conditions, Section 5). Refund and return decisions on physical goods are made jointly with the relevant vendor. Where a buyer and vendor cannot agree, Sesigo Hive will mediate the dispute and its decision on the refund outcome is final.