Returns and refunds

Last updated 16 October 2026

If something you ordered is faulty, damaged, wrong or not as described, tell us within 7 days of collecting it and we will put it right.

What we accept

• Faulty or broken items.
• Items damaged on the way.
• The wrong item, size or colour.
• Items that are clearly different from their description or photos.

What we don't accept

• Change of mind, or an item that fits differently than you hoped, when it matches its description and size.
• Items that have been used, washed or damaged after collection.
• Problems reported more than 7 days after collection, unless the law gives you longer.

How to report a problem

1. Open the order in My account → Orders and write to us under Messages, within 7 days of collecting it.
2. Say what is wrong and add clear photos of the item and its label or packaging.
3. Keep the item and its packaging until we reply.

What happens next

• We reply within 3 working days.
• If the problem is ours or the supplier's, we replace the item or refund its price, as you prefer, when a replacement is possible.
• For a wrong or faulty item we also refund the shipping you paid for that item.
• Refunds go back to the M-Pesa number you paid from, within 7 days of agreeing the refund.

Your rights

This policy adds to your rights under the Consumer Protection Act; it doesn't take any away. Goods must match their description and be fit for their purpose.