Return Policy
Return Window & Condition
We offer a 3-day return window for visible defects or damage noticed upon delivery. For manufacturing defects that emerge later, returns are accepted up to 7 days after delivery. To be eligible, items must be unused, in their original condition and packaging, and accompanied by your receipt or order confirmation.
Policy Exclusions
Please note that items purchased during clearance or sales, and products damaged due to misuse or improper handling are strictly non-returnable.
Return Process
To start a return, contact our store via phone or email with your order details and photos of the issue. Our Ngara team will guide you through the next steps.
Refund Process
1. Eligibility
Refunds are issued once the returned item has been received and inspected at our store and the identified issue has been approved by our quality team.
2. Refund Method
All approved refunds are issued via bank transfer or M-Pesa to the original payer details provided by the customer during the return request process.
3. Timelines
Refunds are processed within 21 days from the date the returned item is successfully received, checked, and approved by our warehouse team.
For non-defective returns (if authorized), we deduct any applicable delivery or collection costs from the final refund amount to cover logistics expenses.
4. Deductions
FAQs related to Shipping & Returns
Do you offer free delivery?
Yes, free delivery within Nairobi. Outside Nairobi, delivery cost is shared with the customer and confirmed before dispatch.
How long will my order take to arrive?
Dispatch is typically within 2–4 business days after confirmation and payment. Delivery time depends on your location. You’ll be contacted to schedule delivery within Nairobi.
Inspect your order on delivery and report any visible damage within 3 days with photos. We will arrange repair, replacement, or refund according to our policy.
What if my item is damaged on delivery?
Can I return a custom-made item?
Yes, custom-made items are acceptable, but clearance/sale items are generally non-returnable unless there is a confirmed manufacturing defect.
How will I receive my refund?
Approved refunds are processed within 21 days via bank transfer or M-Pesa once the returned item has been checked and approved.