Our Return Policy
We have a 7 day return policy for items that meet the requirements for return. Please contact us via any of our contact channels within 7 days of delivery and we will ensure you get resolution.
Requirements for Returns
Our return policy requirements are stated below:
- Wrong Items : Products delivered differently from what was displayed on the website, the return will be authorized after validation and once the item is returned, item cost and shipping fee will be refunded or item is replaced with the right one , whichever is agreed with you.
- Incomplete Item: Product delivered is partial from what was displayed on the website. If this claim is validated, a return will be authorized after confirming that the item cannot be completed. Once the item is returned, the item cost and shipping fee will be refunded. If item can be completed, we will communicate this to you, then the missing item will be shipped to you while we bare the delivery cost.
- Defective Items: Product delivered has manufacturers’ defects or was delivered dead on arrival, return will be authorized after validation. Complaint must be laid within 24 hours.
- Damaged (in transit): Product has visible damage, return will be authorized after validation. Complaint must be laid within 24 hours.
- Product Standard: Product delivered not working up to specification, cannot perform specified functions, return will be authorized after validation. Complaint must be laid within 24 hours.
Send a Complaint
Also include pictures of the product that was delivered to email@example.com as a means of evidence.
Return after Authorization
Once your claim is validated, we will provide information on the most suitable means of getting the item from you.
Upon our confirmation of the receipt of the item, we will process your refund or replacement order as agreed with you.
Items not eligible for Returns
- Products that have been altered from their original or opened by an (un) authorized personnel without permission.
2) Perishable goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher.
3) Products in beauty, health and personal care category.
4) Product with tampered or missing serial Universal Product Code numbers (UPC).
5) Products damaged due to misuse.
6) Jewelry, innerwear, bed sheets, lingerie and socks.
7) Books and CDs.
Frequently Asked Questions (FAQs)
How do I request to return an item?
Please call us on 091 5557 5080 or send an email to firstname.lastname@example.org. You can also chat us on Whatsapp (09155575080) or Livechat on the website.
How do I return an item?
After your claim has been validated, (after sending a video clip or picture of the item delivered), a return would be authorized and the item will be picked up from you.
I initiated a return but have not gotten a response and its over 48 hours, what do I do?
Please call 091 5557 5080
How do I track my return status?
We will keep you updated by email and SMS about the status of your return.
Can I return my item after the stated returns timeline?
You will not be able to return after 7 days but if it is faulty, it may be covered under warranty.
How long do I have to request for return?
You can request a return within 7 days for all eligible items if you receive a wrong, damaged, defective, product standard/quality or incomplete item.
When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.
Can I return if my item is outside the warranty period?
Once retrieval is initiated, what happens next?
Our delivery agent will call you to schedule a pick up. There will be 2 attempts made to retrieve the item. If unsuccessful, your return will be invalid.
Can my warranty be voided?
Yes, a warranty is voided once an item within the warranty period is opened or referred to a technician(s) not affiliated to us.
Do I have to return the gift that comes with a product, when I return the product?
Yes, any free gift must also be returned.
Once return of my package is done, how long will it take to be refunded?
Depending on the complaint, a refund would be made to you immediately return is confirmed or refund will be made after claim on defect is validated.
Why was my item redelivered to me instead of a refund?
Returned items will be redelivered to you if we cannot validate your reason for returning it.