Return Policy


What are the conditions for returning an item?

15 days free returns policy: Subject to Terms and Conditions.

Requirement for a valid procedure

  • Proof of purchase – the document handed over to you together with the product, on delivery.
  • Original packaging – the manufacturer packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Valid return reason – please refer to the section below for the details


Please Note:

Items in the categories below will NOT be eligible for a return based on ‘CHANGE OF MIND. This condition stands even when the seal is still intact. This, therefore, means such items can only be returned if you receive a wrong item or item has a quality issue;

  • Innerwear, spa, swimsuits & Beach wear
  • Books and Stationery
  • Health and Safety products
  • Grocer’s Shop/ Fresh foods and other food items
  • Beddings
  • Office and business softwares
  • Cosmetics, manicure & pedicure and grooming/ facial skincare products (Lotions and creams)
  • Hair care and hair items
  • Perfumes, jewelry, health & wellness products, adult toys
  • Events and Tickets.
  • Alcohol and Beverages.

For missing items, wrong items and damaged products especially broken screens please check with our riders during delivery and return on the spot or report as soon as possible to enable a return.


How do I return an item/ What happens once I have returned an item?

For any return request please contact our Customer Service on 0799 894 831 and fill the form to create your return.

What happens once I have returned an item?

  • We will perform a careful quality check.
  • If the claim is valid we will refund you according to your requested refund method.
  • The process may take up to 5 working days from when your return request was submitted.
  • If the claim is invalid the item will be sent back to you.
  • We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items.

How much time do I have to return a product to Duka Ni Yetu?

All items sold on Duka Ni Yetu, under certain conditions, can be returned within a period of 14 days from delivery date.
Example: If I received my product on Monday 5th, I have until next Saturday 19th to contact Customer Service.

NOTE: You have 15 days to notify us of your return by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 15 days to return your product. After this period, we do not accept returns unless the product has a warranty.


How do I send my product to Duka Ni Yetu?

We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request.

Note that for dropping an item off at any pickup station, we will make 3 attempts in 3 days. You will be contacted to ensure you drop off within the 3 days.

However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.

Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done


How do I track my return status?

We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Call Center at 0799 894 831.


Is my product under warranty?

We advise you to check our warranty page to get more information about our warranty policy.

For any inquiries contact our Customer Service Call Center at 0799 894 8311.


If my returned product is not validated for refund, how do I get informed?

If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
“Note that we will make two (2) attempts to return the product to you at no cost. However after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law”


I received something I didn’t order. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 15 days (with seal not broken).


Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).


Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 15 days return period. For any inquiries contact our Customer Service Call Center at 0799 894 831.


What should I do if I want to exchange a product and it is either sold out or not available?

You will have to return your product, within the 15 days after the delivery, and place a new order when it becomes available again. For any inquiries contact our Customer Service Call Center at 0799 894 831.


Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.


Do I have to pay for shipping charges when I return a product?

There are no charges for shipping a product back to Duka Ni Yetu



What if I have a missing item in my package?

We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What’s in the box) have been delivered


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