Return and Refund Policy

Please review our return policy below.

1. Return Eligibility

We accept returns within Kenya only under the following condition:

Defective Products Only: If the product you receive is damaged or defective, you are eligible to return it. Defective products must be reported within 24 hours of receipt.

We do not accept returns for non-defective items or for any purchases made in Uganda or Tanzania.

2. Exchanges

We do not offer exchanges. If your item is defective and meets the return conditions, you may request a refund or replacement.

3. Return Process

To initiate a return for a defective product (Kenya only), please follow these steps:

  1. Contact our customer service team within 24 hours of receiving the item.
  2. Provide the following details:
    • Your name, telephone number, and email address
    • Proof of purchase (receipt)
    • A brief description of the defect, along with a photograph

Note: All defective products must be returned in their original condition, including packaging, labels, tags, and accessories. Returns must be made within 7 days from the purchase date.

4. Return Options

Once the defect is confirmed, we offer the following options:

  • Replacement
  • Credit Note
  • Refund

If the defective product is returned after the 7-day window, the manufacturer’s warranty (if applicable) will apply.

5. Non-Returnable Items

We do not accept returns for items that are:

  • Non-defective
  • Damaged due to misuse or negligence
  • Incomplete, used, or missing original packaging and accessories
  • Purchased outside Kenya (including Uganda and Tanzania)

6. Refund Processing

Refunds will be processed via the original payment method once approved:

  • Mobile money: within 24 hours
  • Credit/debit cards: 3–5 business days
  • Cash purchases: refunded via cash or mobile money within 24 hours
  • Store credit and promo codes: refunded immediately

7. Rejected Returns

If your return request is rejected, you will be notified. The item must be collected from our store within 7 days. If unclaimed, the item will be forfeited and disposed of according to Kenyan law.