Returns & Replacements Policy
Our Return Policy
We want you to be completely satisfied with your purchase. If you're not happy with an item, you may return it within 14 days of delivery for a refund or exchange.
Note: During holiday seasons (December 1 - January 15), our return window extends to 30 days from delivery date.
What Can Be Returned?
- Items must be unused, in original packaging with all tags attached
- Electronics must be returned with all accessories and original packaging
- Some items marked Non-Returnable cannot be returned
Non-Returnable Items
- Perishables
- Underwear
- Customized Items
- Software
Return Process
Follow these simple steps to return an item:
Initiate Return Request
Go to "My Orders" in your account and select the item(s) you wish to return.
Print Return Label
Download and print the prepaid return label that will be emailed to you.
Package & Ship
Securely package the item with the return label attached and either:
Refund Processing
Once received, we'll inspect your return and process your refund within 5 business days.
Refund Information
Refunds will be issued to the original payment method. Please note:
- Shipping fees are non-refundable unless the return is due to our error
- Refunds may take 3-5 additional days to appear in your account after processing
- For cash on delivery payments, refunds will be issued via M-Pesa
Replacements
If you need a replacement for a defective item, please contact our Customer Care team within 7 days of receiving your order.
Need Help With Your Return?
Our customer service team is available to assist you with any questions about returns or replacements.
Contact us at returns@eshopkenya.com or call +254 746 031 435 (Monday-Friday, 8am-5pm).