Returns & Refunds

1. Check your order on delivery

Please open and check your package when it arrives. If the box is damaged, an item is missing or you received the wrong product, tell the rider and contact us the same day, with photos if you can. This helps us put things right quickly.

2. What you can return

You can ask to return an item within 7 days of delivery if:

• it is faulty, damaged or not working when it arrives;
• it is not the item you ordered, or it is not as described on our website; or
• you changed your mind, as long as the item is unused, in its original sealed packaging, with all accessories, manuals, free gifts and the receipt or order number.

3. What we cannot accept

• Items damaged by misuse, accidents, liquid, power surges or unauthorised repairs.
• Change-of-mind returns of opened or used items, or items without their original packaging and accessories.
• Items with removed, changed or unreadable serial numbers or warranty stickers.
• Software, licence keys, gift cards and other digital products once activated or revealed.
• Opened consumables such as ink, toner and batteries, and in-ear headphones once the seal is broken, for hygiene reasons.
• Requests made after the 7-day return period. Faults after that are handled under the warranty (see section 7).

4. How to return an item

1. Contact us within 7 days of delivery with your order number, the item you want to return, the reason and, for faults or damage, photos or a short video.
2. We will reply with a return approval and tell you how to send the item back or arrange a collection.
3. Pack the item securely in its original packaging with all accessories.
4. Once we receive it, we inspect it and let you know the outcome.

Please do not send items back without contacting us first, as we may not be able to match them to your order.

5. Return delivery costs

• Faulty, damaged or wrong items: we cover the cost of getting the item back and sending you a replacement.
• Change of mind: you pay to send the item back to us.

6. Refunds

After we inspect and approve your return, you can choose a replacement, an exchange for another item, or a refund.

• Refunds go back to the M-Pesa number or payment method you paid with, through Paystack.
• We send approved refunds within 7 business days of approval. Your provider may take a little longer to show it.
• You get back the price you paid for the item. The delivery fee is paid to the rider on delivery and is refunded only when the return is because of our mistake or a faulty item.
• If you exchange for a more expensive item, you pay the difference. If it costs less, we refund the difference.

7. Warranty

Many products come with a manufacturer's warranty. The length and terms depend on the product and brand and are shown on the product or its packaging. If an item develops a fault after the return period but within its warranty, contact us with your order number and we will help you with the repair or replacement through the brand or its authorised service centre.

8. Cancelling an order

You can cancel a paid order for a full refund before it is dispatched by contacting us as soon as possible. Once an order is on its way, it can be returned under this policy instead. If we cannot fulfil an order, for example because an item has sold out, we will tell you and refund you in full.

9. Your legal rights

This policy adds to, and does not take away, your rights under Kenyan law, including the Consumer Protection Act, 2012. See also our Terms & Conditions and Delivery information.