Refund policy

Refund & Returns Policy

Last updated: June 2026 — Governed by the Consumer Protection Act, 2012 (Kenya)

At Kenya Kart, we want you to shop with confidence. If you are not satisfied with your purchase, we are here to help. This policy sets out your rights and our obligations in line with the Consumer Protection Act, 2012 (Cap 505) and the Sale of Goods Act (Cap 31) of Kenya.

1. Return Window

You have 7 days from the date you receive your order to request a return or refund. Requests made after 7 days will not be accepted except where the item is found to be defective under warranty.

2. Eligibility for Returns

To be eligible for a return, your item must:

  • Be in its original, unused condition
  • Have all original packaging, tags, and accessories intact
  • Be accompanied by your order confirmation or proof of purchase
3. Non-Returnable Items

The following items cannot be returned due to hygiene, safety, or the nature of the goods:

  • Electronics that have been unsealed or opened (e.g. earbuds, phones, accessories once removed from packaging)
  • Clothing and fashion items that have been worn, washed, or have had tags removed
  • Perishable goods including food, beverages, and consumables
  • Items marked “Final Sale” or “Non-Returnable” at the time of purchase
  • Downloadable digital products
4. Defective or Wrong Items

If you receive an item that is defective, damaged in transit, or different from what you ordered, you are entitled to a full refund or replacement at no additional cost to you. Please contact us within 48 hours of delivery with photos of the issue.

In these cases, Kenya Kart will cover the cost of return shipping.

5. How to Request a Return

To initiate a return, contact our support team through any of the following channels:

Please include your order number, a description of the issue, and photos where applicable. Our team will respond within 1–2 business days with return instructions.

6. Return Shipping

Unless the return is due to a defective or incorrect item, the customer is responsible for return shipping costs. We recommend using a trackable courier service. Kenya Kart is not responsible for items lost in return transit.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If your return is approved:

  • Refunds will be processed within 5–7 business days
  • Refunds are issued via M-Pesa to the mobile number used during checkout
  • Original shipping fees are non-refundable (except where the return is due to our error)
8. Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us. Exchanges are subject to stock availability. You will be responsible for any price difference and return shipping.

9. Consumer Rights Under Kenyan Law

Nothing in this policy limits or excludes your rights under the Consumer Protection Act, 2012. As a Kenyan consumer, you have the right to:

  • Receive goods that are of acceptable quality and fit for their intended purpose
  • A repair, replacement, or refund for goods that fail to meet acceptable quality standards
  • Accurate product descriptions and honest advertising
10. Contact Us

If you have questions about this policy, please reach out: