If something is not right with your order, we will help you sort it out. This page explains returns in plain terms. The full rules are in our Refund and Returns Policy.
Return windows depend on the product
Different products have different return windows. The window that applies to your product is on its listing or your invoice. If you are unsure, ask us before you open the box.
Faulty products
If a product develops a fault covered by its warranty, you can return it within its warranty period. We will assess it and arrange a repair, replacement or refund according to the warranty terms. Start a claim on our Warranty page.
Unopened products
Products returned unopened, with their seal intact and all original packaging and accessories, can be refunded in full within the return window for that product.
Opened products
Once a factory seal is broken, a product can no longer be sold as new. If you return an opened product that is not faulty, the refund may be reduced to reflect this. We will tell you the amount before you decide.
How to return
- Contact us on WhatsApp or +254 714 962 072 with your order number.
- Bring the product, with its packaging and proof of purchase, to Rehema House, C-Suite, 4th Floor, Standard Street, Nairobi, or ask us to arrange a courier.
- We inspect it and confirm the outcome. Refunds are paid by M-Pesa or bank transfer.