What are the conditions for returning an item?
- Proof of purchase (Order Number, Original Invoice, etc)
- Valid return reason and acceptance conditions (stated below))
- Return method
- Refund method that you would like and the necessary information associated (Bank Account Number, M-Pesa etc.)
Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once we retrieve your product we will perform a Quality Check. If the quality check is successful, we will refund you according to your requested refund method. Note that if the quality check is unsuccessful, we will return the product to you, without issuing a refund.
Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
X : Not Required | Y: Required
| Reasons for return | YOUR RETURN MUST BE : | ||||
| New condition | Sealed condition | Complete (free gifts, accessories, original packaging) | Not damaged | Tags & labels attached | |
| Wrong Product | Y | Y
Product sealed should not be broke EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only |
Y | Y | Y |
| Damaged Product | Y | X | Y | Y | Y |
| Defective Product | X | X | Y | Y | Y |
| Parts Missing | Y | X | X | Y | Y |
| Website - Not as Advertised | Y | X | Y | Y | Y |
| Product - Does Not Fit
(Not applicable to some fashion items) |
Y | X | Y | Y | Y |
| Customer - Change of Mind
(Not applicable to some product categories) |
Y | X | Y | Y | Y |