Policy
Returns & refunds, made simple.
If something isn't right, we'll make it right. Here's exactly how it works.
The 7-day promise
You have 7 days from the date of delivery to request a return for any unused, undamaged item in its original packaging. Tags, manuals and accessories should be included where applicable.
What can be returned
- Items that arrived damaged, defective or different from the listing
- Unworn fashion items with original tags
- Sealed electronics, beauty and personal-care products that are still sealed
What can't be returned
- Perishable goods, intimate apparel and customised items
- Items marked "final sale" on the product page
- Products damaged by misuse after delivery
How to start a return
- Open My Account → Orders and pick the order.
- Tap Request return, choose a reason and add a photo if needed.
- We'll arrange a free pickup or share a drop-off point near you.
- Refunds land within 3–5 working days on your original payment method.
Refund methods
M-Pesa and Airtel Money refunds are reversed to the paying number. Card refunds return to the original card. Cash-on-delivery refunds are sent via M-Pesa once we receive the returned item.