Refund and Returns Policy

Refund and Returns Policy – Express Imports Kenya

At Express Imports Kenya, we value customer satisfaction and aim to ensure you receive quality products. This Refund and Returns Policy explains the conditions under which returns, exchanges, and refunds are accepted.

Please read this policy carefully before making a purchase.

1. Eligibility for Returns

We accept returns only under the following conditions:

You may request a return if:

  • You received the wrong item

  • The product arrived damaged

  • The product is defective on arrival

  • The item is missing components or accessories

Return requests must be made within 48 hours of delivery.

You must provide:

  • Order number

  • Photos or videos showing the issue

  • Original packaging and all accessories

2. Non-Returnable Items

Certain items cannot be returned due to hygiene, safety, or usage concerns. These include:

  • Personal care items (e.g., grooming tools, self-care products)

  • Opened or used consumables

  • Items damaged due to misuse

  • Products without original packaging

  • Items returned after the 48-hour window

  • Products clearly described as non-refundable at the time of purchase

3. Exchange Policy

If your return is approved, you may request:

  • A replacement of the same item, or

  • An exchange for another product, if available

Exchanges depend on stock availability. If the product is out of stock, you may opt for a refund or store credit.

4. Refund Process

Refunds are issued only for approved return cases.

Refunds will be processed through:

  • M-Pesa

  • Bank transfer

  • Original payment method, where applicable

Refund Timeline

Refunds are typically processed within 3–7 working days after we receive and inspect the returned item.

Refund amount will depend on:

  • Condition of the returned product

  • Deductions for shipping costs (if applicable)

Delivery fees are non-refundable unless the error was on our part.

5. Return Shipping

Depending on the situation:

If the mistake is on our side:

  • Wrong item delivered

  • Damaged on arrival

  • Defective product

We will cover the cost of return shipping or arrange pickup.

If the return is due to customer-related reasons:

  • Incorrect delivery address

  • Missed delivery attempts

  • Failure to provide accurate return information

Return shipping costs may be deducted from the refund or borne by the customer.

6. Items Damaged After Delivery

We are not responsible for:

  • Damage caused by drops, water, or misuse

  • Faults resulting from third-party repairs

  • Wear and tear

Such cases are not eligible for returns or refunds.

7. Order Cancellation

Orders can only be canceled before dispatch.
Once shipped, cancellation is not possible, but you may request a return if eligible according to this policy.

8. Warranty Claims

Some products may come with a limited warranty depending on the manufacturer. Warranty claims must follow the manufacturer’s guidelines.

Warranty does not cover:

  • Physical damage

  • Unauthorized repairs

  • Normal wear and tear

For warranty support, contact us using the details below.

9. How to Request a Return or Refund

To file a return or refund request, contact us with:

  • Your full name

  • Order number

  • Phone number

  • Description of the issue

  • Photo/video proof

Contact Details
Email: info@expressimportskenya.com
Phone: 07xxxxxxxxxxxxxx

Our support team will review your request within 24–48 hours and guide you through the next steps.