Refund & Returns Policy

1. Eligibility for Refunds & Returns

We accept refund and return requests under the following conditions:

• Wrong Item Delivered: If you receive an item that is different from what you ordered.
• Damaged or Defective Items: If the item arrives broken, expired, or defective.
• Missing Items: If your order is incomplete due to missing products.
• Failed Delivery: If we are unable to complete the delivery due to logistical issues on our end.
• Rescheduling an order: Only possible if there are no perishable goods in your order.
• Cancellation of an order: Only valid within 1 hour after placing the order.

2. Conditions for Refunds & Returns

• Refund or return requests must be made within 24 hours of receiving your order.
• The item must be in its original packaging, unused, and in the same condition as received.
• Perishable goods (e.g., fresh food items) are not eligible for returns unless they were delivered in a damaged or expired condition.
• We do not accept returns or refunds for change-of-mind purchases.

3. Refund & Return Process

1. Submit a Request – Contact our customer support team via email, phone, or through our website chatbot.
2. Provide Proof – Attach clear photos of the incorrect, damaged, or defective item along with your order details.
3. Approval & Resolution – Once we verify the issue, we will process a refund or arrange for an exchange within 3-5 business days.

4. Refund Method

Refunds will be issued to the original payment method:

• M-Pesa Payments – Refunds will be sent back to the same M-Pesa number used for the transaction.
• Store Credit (Optional) – Customers can opt for store credit to use for future purchases.

5. Non-Refundable Situations

We do not process refunds or returns in the following cases:

• If the request is made after 24 hours of order delivery.
• If the product is used, tampered with, or removed from its original packaging.
• If the issue arises from incorrect customer information (e.g., wrong delivery address provided by the customer).
• If the order is refused at the time of delivery for reasons other than damage or wrong item.