Refund and Return Timelines
Please note that Business days are from Monday to Friday, and do not include Weekends and Public Holidays.
Return Pick up Timeline
The return pick up time starts from the day you make a request to return an item to the day one of our delivery associates makes the first attempt to retrieve the item that you will like to return. You can make a request to return an item, either by filling this form or by calling our customer service on 0700 000 990 or 0711 011 011.
Nairobi
First pick-up attempt completed within:
1 – 4
Business Days
Mombasa, Nakuru, Kisumu, Eldoret
First pick-up attempt completed within:
1 – 4
Business Days
All Other Cities
First pick-up attempt completed within:
2 – 5
Business Days
Refund Timeline
The refund time starts after the item reported has gone through a quality check and the issue has been confirmed by the after-sales team. A Refund will be initiated within the timelines below:
Nairobi
Refund completed within:
2 – 4
Business Days
Mombasa, Nakuru, Eldoret, Kisumu
Refund completed within:
3 – 5
Business Days
All Other Cities
Refund completed within:
5 – 7
Business Days