Information
Refund and Returns
If something is wrong with your order we will put it right. Read the three deadlines below first, then the detail for your situation.
The short version
- 1 day to tell us about a problem, counted from delivery.
- 2 working days for the item to reach us.
- 7 business days to complete the refund once we have it.
The detail
Tap a heading to read that part.
Damaged or defective products
If a product arrives damaged or is not working as it should, you are entitled to a return, an exchange or a full refund.
Once the item reaches us, confirmed cases are processed within 7 business days.
How to report a problem
Contact us within 1 day of receiving your delivery. Include your order number, a short description of the fault, and clear photos if you can.
The sooner you report it, the faster we can arrange a replacement or refund.
Returning the item
The returned item must reach us within 2 working days of the delivery date.
Products must come back in their original condition, with all accessories and packaging where possible.
What happens when we receive it
We inspect the returned item thoroughly.
If it is confirmed defective, we replace it or issue a full refund. If no defect is found, the product is returned to you.
Replacements and shipping costs
Confirmed defective items are reshipped at no extra cost to you.
Non-defective items are returned to you and shipping fees may apply. We may waive those fees depending on the circumstances.
If a replacement is out of stock
If the replacement item is unavailable, we issue a full refund by M-Pesa or back to your original payment method.
Refunds
Approved refunds are paid within 7 business days of the returned item reaching us, by M-Pesa or your original payment method.
Start a return
Contact us on any channel below. Have your order number ready, along with a description of the issue and clear photos of the item if you can.
Please do not send an item back before contacting us, so we can confirm the fastest way to fix it.
- Phone +254 791 654 198
- WhatsApp Chat with us Sending photos here is usually the quickest way to get it resolved.
Not sure whether it qualifies?
Send us a photo of the item and your order number. We will tell you exactly where you stand.