Returns & Refunds

Your satisfaction is guaranteed. If something is wrong, we make it right.

7 Days

Return window from delivery date

3–5 Days

Refund processing time

100%

Refund if item misrepresented

What Can Be Returned

Eligible for Return

Item significantly different from listing photos or description
Wrong item delivered
Item arrived damaged or broken
Item has defects not mentioned in the listing
Item is counterfeit
Order not delivered within 14 days

Not Eligible for Return

Change of mind (unless seller agrees)
Item matches description but you don't like it
Underwear, swimwear, or pierced jewellery (hygiene)
Items marked "Final Sale" at time of purchase
Items damaged after delivery
Return requested after 7 days

How to Request a Return

Go to My Account → Orders

Find the order you want to return and click "Request Return".

Describe the issue

Write a clear description of the problem and attach at least 2 photos showing the issue.

Wait for review

Our team reviews your request within 24 hours on business days. We may contact you for more information.

Ship the item back

If approved, we'll send you a return label or pickup instructions. Package the item securely in its original packaging if possible.

Receive your refund

Once the seller confirms receipt of the return, your refund is processed within 3–5 business days to your original payment method.

Refund Methods & Timelines

Payment Method	Refund To	Timeline
M-Pesa	Same M-Pesa number used to pay	1–2 business days
Visa / Mastercard	Same card	3–5 business days
Pay on Delivery	M-Pesa (you provide number)	2–3 business days

Buyer Protection Guarantee

If a seller disputes your legitimate return, gikomba.shop steps in to make a final decision based on your photos, the original listing, and our seller records. If we rule in your favour, you receive a full refund regardless of the seller's position — funded by gikomba.shop if necessary. Your money is never at risk when you shop with us.

Have a return or refund question?

Contact Support