You may ask to return an eligible item within 7 days after delivery. Contact us before sending anything so we can confirm the return method and destination. This policy is additional to rights and remedies that cannot be excluded under Kenyan consumer law.
Change-of-mind returns
For a return that is not caused by a defect or our error, the item must be:
- Unused, undamaged and in the same condition in which it was delivered.
- Complete with original packaging, manuals, accessories, promotional items and security seals.
- Accompanied by the receipt, order number or other reasonable proof of purchase.
We may decline a voluntary change-of-mind return where the item has been used, altered, damaged after delivery, or is incomplete in a way that materially reduces its resale value. This does not apply where the goods are defective, unsafe, counterfeit or materially different from their description.
Defective, damaged or incorrect goods
Inspect the item as soon as reasonably possible and contact us promptly if it arrived damaged, is defective, is not what you ordered or materially differs from its description. Include the order number and, where practical, photos or video showing the problem. We may reasonably inspect or test the item before confirming the appropriate remedy.
Depending on the circumstances and your rights under Kenyan law, the remedy may be a repair, replacement, price reduction, cancellation or refund. A manufacturer warranty does not replace any mandatory remedy owed by the seller.
Starting a return
- Email [email protected] or use our contact page.
- Provide your order number, contact details, the item and the reason for return.
- Wait for return instructions before sending or bringing the item to us.
Please do not send a purchase directly to the manufacturer unless we instruct you to do so.
Return transport
For an accepted change-of-mind return, you are responsible for the return transport cost and risk until the item reaches us. Use suitable packaging and consider a tracked, insured service. Where the return is due to a verified defect, incorrect item or damage for which we are responsible, we will arrange or reimburse reasonable return transport.
Inspection and refunds
We will notify you after receiving and inspecting the item. If a refund is due, we will process it promptly using the original payment method where reasonably possible. Your bank, mobile-money provider or finance provider may need additional processing time. Delivery charges are refunded where Kenyan law requires it or where the return resulted from our error; optional or upgraded delivery charges may otherwise be excluded.
Exchanges
Where a replacement is agreed, availability and delivery time depend on stock and destination. If an identical replacement is unavailable, we will discuss an appropriate alternative or refund.
Sale and promotional items
A genuine defect or other mandatory consumer remedy is not excluded merely because an item was discounted or sold during a promotion. Change-of-mind eligibility for a clearance item will be disclosed before purchase where it differs from this policy.
Late or missing refunds
If we have confirmed a refund but it has not arrived, first check with the payment provider using the reference we supplied. If it remains unresolved, email [email protected] so we can investigate.
Contact
Return questions can be sent to [email protected] or brought to REHEMA HSE, 5TH FLOOR 01, STANDARD STREET, NAIROBI after we confirm the return arrangements.
