Returns Policy

What are the conditions for returning an item?

Requirement for a valid procedure
1. Proof of purchase (order number, invoice, etc.)
2. Reason for return has to be valid and return acceptance conditions met (check out
3. Return method
4. Refund method that you would like and the necessary information associated (bank
account number, etc.)
5. Return form returned with the product

Should there be any item damaged due to our transportation, please contact our customer
service within 24 hours for claim purposes. Remember to send back all items including the free
promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved we will perform a quality check. If the quality check determines
that the malfunction/damage cannot be resolved by our partners, we will proceed to refund. This
will happen within 14 days starting from when your return request was submitted. Note that if
the quality check is unsuccessful, you will not be refunded and will be sent back your product.
Conditions and reasons to return an item

You may want to return your item due to any of the following reasons:

 Physically damaged items cannot be returned or exchanged
 Non intact items with no original packaging
 Items which whose accessories are lost or damaged
 Items with visible signs of wear

How do I return an item?
For any return request please contact our Customer Service Call Center on +254

How much time do I have to return a product to the

All items sold on, under certain conditions, can be returned within a period of 7 days
from delivery date. Example: If you received your product on Friday 5th, you have until next
Friday 12th to contact our Customer Service.
NOTE: You have 7 days to notify us of your return online or by calling Customer Service, from
the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do
not accept returns. We advise you to contact the manufacturer if the product has a warranty.

How do I send my product back to

We will make 3 attempts within 3 working days to pick-up the returning item after you submit the
return request. However, if we’re unable to get in touch with you, the item will have to be
returned at the at your own cost.
How do I track my return status?
We will keep you updated via email and SMS about the status of your return. For any inquiries
contact our Customer Service on +254 715 845 847 / +254 798 359 080

Is my product under warranty?

Kindly contact our customer care on +254 715 845 847 / +254 798 359 080 for more

If my returned product is not validated for refund, how do I get informed?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to
you. We will arrange the delivery of the item.
Note that we will make two (2) attempts to return the product to you.
However, after two (2) failed attempts, we will cancel the return process and store the product at
our warehouse for up to seven (7) days awaiting your collection.
If you do not collect the product within these seven (7) days, it will be deemed as forfeited and
we will dispose of in accordance with the Kenyan law.

Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).
Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 7-day return period
What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 7 days after the delivery, and place a new order
when it becomes available again.

Do I have to pay for shipping charges when I return a product?

There are no charges for shipping a product back to