Not every purchase works out. This page explains what you can return, when, and how the money comes back.
Return windows
- Cosmetics, personal care and hygiene items: 7 calendar days from receipt, and only if the item is unopened, unused, and in original packaging — unless the item is defective, in which case a full refund or replacement applies regardless of whether it was opened.
- All other items: 14 calendar days from receipt, in original packaging and unused condition.
Days are counted from the date the courier or delivery agent recorded receipt.
What can be returned
- Any item that arrives damaged, defective, or materially different from the listing (wrong colour, wrong size, missing components)
- Any unopened item within its return window, other than the exceptions below
What cannot be returned
- Opened cosmetics, personal care, or hygiene items, other than for a defect
- Items marked "Final sale" or "Non-returnable" on the product page
- Items purchased more than 14 days ago (or 7 days for cosmetics)
- Items damaged after receipt by the buyer
How to start a return
- Contact the seller in-platform within the return window. Include the order number and a description of the issue. Photos are required for damaged or defective items.
- The seller has 48 hours to respond with a return address and instructions. If they do not respond in that window, escalate under the Dispute Resolution policy.
- Ship the item back to the seller's return address. See below for who pays for return shipping.
Return shipping
- Defective, damaged, or materially wrong item: seller pays return shipping. The seller may arrange courier pickup, or reimburse the buyer for return shipping receipts.
- Change of mind, wrong size, or other buyer-initiated return: buyer pays return shipping.
Refund process
Once the seller confirms receipt of the returned item, or after 7 days from the delivery of the return, whichever is sooner:
- Refunds via M-Pesa are issued within 3 business days.
- Refunds via card are issued within 3 business days but may take up to 10 additional days to appear on the buyer's statement depending on the issuing bank.
- Refunds on pay-on-delivery orders are issued via M-Pesa to the buyer's phone number (the same M-Pesa number used at delivery).
The refund covers the item price and, where the return was due to a defect or seller error, the original outbound delivery charge. Return shipping charges paid by the buyer are not refunded except in seller error cases.
Escalation
If a return is disputed by the seller or the seller does not respond, open a case under the Dispute Resolution policy. Solemate Africa mediates within 5 business days.