Returns, refunds and cancellation
Last updated:
What Kenyan consumer law gives you
The Consumer Protection Act, 2012 does not set a fixed number of days in which you can return an online purchase because you changed your mind. Your rights come from that Act and from the Sale of Goods Act (Cap. 31), and they apply in full.
Under section 5 of the Consumer Protection Act, goods must be of reasonably merchantable quality, and no term of sale can remove the conditions implied by the Sale of Goods Act. Sections 33 and 38 let you cancel an internet or remote purchase if the seller did not give you the information the law requires or a copy of the agreement. The seller must then refund what you paid, under section 80.
Cancelling before dispatch or at the door
Until dispatch you can cancel the order free of charge: tell the operator or write to the email on the contact page with the mobile number on the order.
When the courier arrives, you can refuse the parcel without paying anything, whatever the reason. It goes back to the distributor.
If the product is faulty or not what you ordered
If the parcel is damaged or holds the wrong product, the simplest step is to refuse it at the door. If you notice the problem later:
Tell us
Write to the email on the contact page straight away with the mobile number on the order, the date you received it, the product and a photo of the pack and its label.
Send the product back
Our reply tells you where and how to return the product.
Get your refund
As you paid on delivery, the refund goes by bank transfer or another method agreed with you in writing, once the returned product has reached us.
If you are not satisfied with our answer
You can file a consumer complaint with the Competition Authority of Kenya (CAK) by email, post or phone, or through its online portal at cak.go.ke. CAK can settle a complaint with a refund, a replacement or a repair. The full route is described in our legal notice.