Refund & Return Policy

1. Return Window

You may return most items within 30 days of the delivery date, provided the item meets the conditions below. After 30 days, we are unable to offer a refund or exchange unless the product has a manufacturer's warranty defect.

2. Conditions for Return

To be eligible for a return, your item must:

• Be unused and in the same condition as when you received it.
• Be in its original packaging with all accessories, manuals, and components included.
• Be accompanied by your order number or proof of purchase.
• Not be listed under the non-returnable items section below.

3. Non-Returnable Items

The following items are not eligible for return or refund:

• Perishable goods or consumable items (e.g. batteries, lubricants once opened).
• Personalised or custom-made products.
• Downloadable software or digital content.
• Items that have been used, damaged, or altered after delivery.
• Hazardous materials or flammable items.
• Health and safety products (e.g. face masks, disposable PPE) once opened.

4. How to Initiate a Return

1. Contact our support team at [email protected] or via our Contact Us page within the 30-day window.
2. Provide your order number, item(s) to be returned, and the reason for the return.
3. Our team will review your request within 1–2 business days and send you return instructions.
4. Pack the item securely in its original packaging and ship it to the address provided.
5. Once we receive and inspect the item, we will notify you of the approval or rejection of your refund.

Note: Return shipping costs are borne by the customer unless the return is due to a defective or incorrectly shipped item.

5. Refund Processing

If your return is approved:

• M-Pesa refunds are processed within 3–5 business days of approval.
• Card refunds may take 5–10 business days to appear on your statement depending on your bank.
• Shipping fees and any promotional discounts applied to the original order are non-refundable.

6. Exchanges

If you received a defective or damaged item, or the wrong product, we will arrange a free exchange at no additional cost to you. To request an exchange, contact us within 48 hours of delivery with photos of the issue.

For size or variant changes, you may return the item (subject to return conditions) and place a new order for the preferred variant.

7. Warranty Claims

Products with a manufacturer's warranty are covered as per the warranty terms included with the product. For warranty claims beyond the 30-day return window, please contact us with your purchase details and we will assist you in processing the claim with the manufacturer.

8. Contact Us

For return or refund queries, reach us at [email protected] or visit our Contact Us page. Our team is available Monday – Saturday, 8:00 AM – 6:00 PM EAT.