Returns, exchanges and refunds

Eligible phones and general gadgets may be requested for return within 14 days after recorded delivery. Eligible accessories and audio products use a 7-day window. The item must be returned for inspection before inventory is restored or a resolution is completed.

Use the protected order-details page to request a return or exchange and select the reason. JPG, PNG, WebP, or PDF evidence up to 5 MB may be attached. Evidence is private to the customer and authorized administrators.

Approved refunds are limited to the verified amount paid, less prior refunds. M-Pesa refunds are currently issued through the approved business process and recorded with a unique provider reference. Dispatch-stage cancellation requests require support review.