Returns, Exchanges and Refunds
If you're reading the returns, exchanges and refunds policy, then it is likely that you have used our service. We'd like to give you a big "asante!" because nothing makes us happier than having loyal customers. Therefore, we intend to do our very best in ensuring a high quality customer experience by delivering our products on time and addressing any hitch that comes along the way.
Upon receiving a product that did not satisfy you, please follow the guidelines below:
RETURN AND EXCHANGE
- Contact our office within 24 hours of your order time. One of our staff members will be at your service immediately.
- You will talk to our staff member and agree on an exchange for the product. Please provide your order ID for reference.
- Once you have agreed to exchange your product for another similar product, then it will take approximately 2 hours to receive it.
- When our delivery personnel arrives with the new product, kindly ensure that the original product has been returned in its original package. We will not be able to accept a product if it is not in its original package.
Please note that the standard delivery fee applies.
RETURN AND REFUND
- A full refund can only be initiated when the product in question cannot be exchanged. In such a case, our delivery personnel will come and pick up the product within approximately 2 hours of your call.
- Once we receive the item that was returned, we will inspect it and notify you on the status of your refund.
- Your money will be refunded to your M-pesa account within 24-96 hours of confirming your refund.