1. Eligibility for Returns & Exchanges
We accept returns or exchanges only if:
- The product was damaged during delivery
- The wrong item was delivered
- The product has expired upon arrival
Food products already opened, used, or not in their original condition cannot be returned for health and safety reasons.
2. Reporting an Issue
To request a return, exchange, or refund, contact us within:
- 24 hours of receiving damaged or incorrect products
- 48 hours for any other eligible issues
Provide your order number, receipt, and clear photos of the product.
3. Return Process
- Our team will assess your request and arrange pickup where applicable.
- Items must be returned in their original packaging and condition.
4. Refund Options
Once your return is approved, refunds may be issued through:
- Mobile money (M-Pesa)
- Bank transfer
- Store credit
Refund processing may take 3–7 business days.
5. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for:
- Opened food items
- Products damaged due to customer mishandling
- Promotional/free items
6. Exchanges
If you prefer an exchange instead of a refund, we will replace the item with the same product or an equivalent one of equal value if the original is unavailable.