Returns & Refund Policy
Effective Date: January 1, 2026
Return Window
Refund Processing
Satisfaction Guarantee
How to Return an Item:
1 Return Eligibility
Items may be returned within 7 calendar days of delivery if they meet these conditions:
- Unworn and unwashed – No signs of use or wear
- Original packaging – Includes all boxes, dust bags, and tags
- Tags attached – All price tags and brand labels must be intact
- Proof of purchase – Order number or receipt required
2 Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
Also excluded: gift cards, final sale items, and items damaged through customer misuse.
3 Refund Process
Once we receive and inspect your return:
Approved returns: Refund issued to original payment method within 5-10 business days.
Rejected returns: Item returned to customer at their expense.
M-Pesa refunds are processed immediately upon approval and reflect within minutes. Card refunds may take 3-10 business days depending on your bank.
4 Return Shipping
Customers are responsible for return shipping costs unless:
- The item received was defective or damaged
- You received the wrong item (size, color, or product)
- The item is covered by our quality guarantee
For approved cases, we'll provide a prepaid shipping label. Otherwise, we recommend using a trackable shipping service as we cannot guarantee receipt of un-tracked returns.
5 Exchanges
We currently process exchanges by initiating a return and placing a new order. This ensures you get your desired item as quickly as possible. Contact our support team for assistance with size or color exchanges.
6 Damaged or Defective Items
If you receive a damaged or defective item:
Take photos – Document the damage clearly
Email or Call Us within 48 hours – Include your order number and photos
We'll make it right – Full refund or replacement, including shipping costs