What is your return policy?
Our return policy is extended only when goods are returned in a resalable condition with price tags intact and a valid receipt.
On full-price merchandise:
Return can be done within 5 days of the client receiving the items ordered. If you would like to return any item in your order, please send an email to firstname.lastname@example.org and we will process your request.
Returned items should be in the same condition as received, including in its original packaging.
Once we have received your order and have completed processing your return, a refund will take approximately 10-15 business days to your original mode of payment.
The customer is responsible for all costs related to shipping the items back to us including shipping costs, duties, customs or taxes.
The return can be done online from home, or at our offline store/office. The refund will be processed according to original mode of payment as per details given below.
– Card: Directly credited to the card used for purchase
– Wallets: Directly credited into the source mobile wallet :- MPESA etc (Only applicable for online returns)
– Gift Vouchers, Loyalty Points or if any other mode of payment is used, refund will be offered as a credit in your account
Return on ‘Reduced Price’ merchandise:
All sale/ reduced price items are not eligible for return or exchange.
Exclusions from the return policy:
The following items are excluded from our return policy:
any products with a broken seal. Some of the items may have their own terms and conditions which will be product specific.
Items on sale/ reduction are non-returnable.
Please note that merchandise can only be returned for refunds if they are unused and have all the price tags and packaging available.
How can I contact you?
By email: email@example.com
By telephone: +254(0)798363714
We are Open 08:00 to 18:00 Mon-Fri and 9:00 to 12:00 Sat
When do I receive a refund?
You can directly visit our store/office to return the product. Alternatively, you may initiate the request for refund by sending us an email at firstname.lastname@example.org
with your order number as the subject line. You are responsible for repackaging & shipping the item.
My order is damaged on arrival. What should I do?
Please contact our Customer Services team so we can advise you on the next step to take.
Call us: +254(0)798363714