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