Returns and Refund Policy
Last updated 5 November 2026
This policy is a draft and is being reviewed. Contact us if you have questions.
Each shop on DukaFiti handles its own returns and refunds, and must follow Kenyan consumer protection law.
If something is wrong with your order
- Contact the shop first: use the Call or WhatsApp buttons on your order in My orders.
- Keep the item, its packaging and your receipt.
- The shop will offer a refund, exchange or repair under its policy.
Refunds
Refunds are paid by the shop, usually by the method you paid with. For M-Pesa payments the shop sends the refund to your M-Pesa number.
If you can't agree with the shop
Write to [email protected] with your order number and we will try to help.