Refund policy

Return & Refund Policy

Returns

We want you to be completely satisfied with your purchase.

Customers may request a return of an eligible item within 7 days of receiving the order.

If an item arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery so we can arrange a replacement, exchange, or other appropriate resolution.

You may return eligible items within 7 days of receiving your order if:

  • The item is damaged during delivery.
  • The wrong product was delivered.
  • The product has a manufacturing defect.
  • The item is unused, in its original packaging, and in resalable condition.

Returns that do not meet these conditions may not be accepted.

Non-returnable Items

For hygiene and safety reasons, we do not accept returns for:

  • Used kitchenware
  • Used personal care products
  • Used bedding or textiles
  • Products damaged after delivery due to misuse
  • Clearance or sale items (unless defective)

Refunds

Once we receive and inspect the returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed within 3–7 business days using the original payment method where possible.

Shipping charges are non-refundable unless the return is due to our error.

Exchanges

We accept exchanges for items that are damaged, defective, or incorrectly supplied. Please contact us within 48 hours of receiving your order to report such issues.

Other eligible items may be returned within the 7-day return period, subject to the conditions stated in this policy.

Return Shipping

If the return is due to our mistake, including an incorrect, defective or damaged items we will cover the return shipping costs.

For other eligible returns, customers may return the item directly to our store at Barkat Biashara Mall, Shop FS2, River Road, Nairobi, Kenya, at no return delivery cost. If the customer chooses to send the item by courier, the customer is responsible for the actual courier charge. Courier charges vary depending on the customer's location, parcel size and the courier service selected.


Order Cancellations

Orders may be cancelled before dispatch.

Once an order has been dispatched, it cannot be cancelled but may qualify for return under this policy.

Contact Us

For returns or refund requests, contact us through:

We aim to respond within one business day.