Returns & Refunds
We want you to be completely satisfied. If something is wrong with your order, we'll make it right.
14-Day Returns
Return most items within 14 days of delivery for a full refund.
Fast Refunds
Refunds processed within 3–5 business days after return confirmed.
Free Returns
Return shipping is free if the item is defective or not as described.
How to Return an Item
Go to Your Orders
Log in to your DukaniKwangu account, go to My Orders, and find the order containing the item you want to return.
View My Orders →Request a Return
Click "Request Return" next to the item. Select the reason for return and provide a short description. Upload a photo if the item is damaged.
Wait for Approval
The seller will review your return request within 24 hours. You will receive an email notification once approved.
Ship the Item Back
Once approved, package the item securely and ship it back using the return label provided. Drop it at the nearest post office or carrier.
Receive Your Refund
Once the seller confirms receipt of the return, your refund is processed within 3–5 business days to your original payment method.
What Can and Cannot Be Returned
✅ Eligible for Return
- ✓Item received damaged or defective
- ✓Item not as described (wrong size, colour, or model)
- ✓Item missing parts or accessories
- ✓Wrong item delivered
- ✓Sealed/unopened electronics within 7 days
- ✓Clothing and shoes in original condition with tags
- ✓Books in original condition
❌ Not Eligible for Return
- ✗Opened food, beverages, or perishables
- ✗Personalised or custom-made items
- ✗Intimate apparel and swimwear
- ✗Digital downloads or software
- ✗Items returned after 14 days
- ✗Items damaged by misuse after delivery
- ✗Hazardous materials
Refund Methods & Timelines
| Original Payment Method | Refund Method | Processing Time |
|---|---|---|
| M-Pesa / Airtel Money / TigoPesa | Back to mobile wallet | 1–2 business days |
| Visa / Mastercard | Back to card | 3–5 business days |
| Bank Transfer | Bank transfer to your account | 3–7 business days |
| DukaniKwangu Wallet Credit | Instant wallet credit | Immediate |
Return Dispute?
If a seller refuses a valid return request or you're not satisfied with the resolution, you can open a dispute with DukaniKwangu. Our team will review the case and mediate within 3 business days.
Open a DisputeNeed help with a return or refund?
Contact Support