Refunds and Returns Policy For KET Express Online Shopping

Last Updated: SEPT 21, 2023

Thank you for shopping with us! We value your satisfaction and want to ensure that you have a hassle-free experience. This Refunds and Returns Policy outlines the terms and conditions under which returns and refunds are accepted. Please read this policy carefully before making a purchase.

  1. Eligibility for Returns:

1.1. KET Express Online Shopping accept returns within 14 days from the date of purchase. To be eligible for a return, the item must be unused, undamaged, and in its original packaging.

1.2. The following items are not eligible for return unless they are defective upon arrival:

  • Personalized or custom-made products.
  • Perishable goods.
  • Downloadable software or digital products.
  1. Initiating a Return:

2.1. To initiate a return, please contact our customer support team by email ( ) or phone ( +254115118171 ) within the specified return period. Provide the following details:

  • Order number.
  • Reason for the return.
  • Description and quantity of the item(s) being returned.

2.2. Our customer support team will guide you through the return process and provide you with a Return Merchandise Authorization (RMA) number, if applicable.

  1. Return Shipping:

3.1. Customers are responsible for the cost of return shipping unless the item is defective or the return is due to an error on our part.

3.2. We recommend using a trackable shipping method to ensure the safe return of the item. We cannot be held responsible for lost or damaged returns.

  1. Inspection and Refund Process:

4.1. Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria mentioned in Section 1.

4.2. If the return is approved, we will initiate the refund process within 3 business days. The refund will be issued using the original payment method unless otherwise agreed upon.

4.3. In the case of defective items or returns due to our error, we may offer a replacement or store credit at our discretion.

  1. Refund Timeframe:

5.1. The time it takes for the refund to be reflected in your account may vary depending on the payment method and financial institution. Please allow up to 3 business days for the refund to be processed.

  1. Non-Refundable Items:

6.1. Certain items are non-refundable, including:

  • Clearance or sale items.
  • Items purchased through third-party sellers.
  • Items damaged or altered after delivery.
  1. Exchanges:

7.1.  KET Express Online Shopping currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined in Section 2 and place a new order for the desired item.

  1. Damaged or Defective Items:

8.1. If you receive a damaged or defective item, please contact our customer support team immediately with supporting evidence (such as photographs) to request a return or exchange From KET Express Online Shopping.

  1. Final Sale:

9.1. Certain items marked as “Final Sale” or “Non-Returnable” are not eligible for return or refund. Please review the product description carefully before making your purchase.

  1. Modifications to the Policy:

10.1. KET Express Online Shopping reserves the right to modify or update this Refunds and Returns Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our website.

If you have any further questions or concerns regarding our refunds and returns policy, please don’t hesitate to contact our customer support team  

Shipping returns

To return your product, you should mail your product to: Nairobi CBD, Kai House, 655, Floor 4 HSE 4 Tom Mboya St

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Mailing Address

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Kai House, 655, Floor 4 HSE 4 Tom Mboya St