Returns Policy

  • Is my product eligible for returns and refund?
    Yes, your product is eligible for return or returns if it fulfils the following conditions (see table below)
    Return ReasonsYOUR RETURN MUST BE :
    New conditionSealed conditionNot UsedComplete (free gifts, accessories, original box)Tags & labels attached
    Damaged
    Defective
    Does not fit (for fashion Apparel)
    *NOT APPLICABLE from overseas seller
    Not as advertised
    Wrong item delivered
    Missing parts / Items
  • How to return a product?
    Head down to your accounts page and click on the “Returns/Refunds” tab. Follow the instructions and make arrangement to ship the items to the seller's location. You will be contacted by email to inform you about the progress of your returns claim. If any dispute arise with the Seller and the issue is not resolved with in 7 working days then you need to inform Duukaan customer service to get the issue resolved.
  • How much time do I have to return a product to?
    The time that you have depends on the condition of return. If the product got damaged in delivery or upon receipt, you need to file in a returns request or inform customer service within 24 hours of receiving the product. It is necessary that the product is sent back to seller within 7 calendar days from the date of delivery.
  • How do I track my return status?
    You may contact the Seller through chat or message service available in the website. Seller will also update you the status through your customer account. You may also contact our customer service to get the status update.
  • How long does the quality evaluation and refund process take?
    The quality evaluation process and response time may take up to 14 business days.
  • Is my product under warranty?
    Warranties are available on duukaan.co.ke but these are product and seller specific. Hence, it is advisable that you check your product’s warranty information on the product page.
  • If my refund gets validated, how will I get reimbursed?
    Refunds will be processed based on product and their condition. If your request for a refund does gets verified, you would be informed of the method of reimbursement by the customer service team.
  • What are the refund options?
    Refunds are done through online transfer/cheque or m-pesa refund.
  • I have bought an item on promotion or with a voucher/code. What amount will you refund me?
    Refunds will be done based on the amount that you have made for the product, hence despite the original price of the product, if you have made the purchase on a promotional price then you would be refunded that amount back.

Returns Process

  • Is my item eligible for return?
    Yes, your product is eligible for return or returns as long as it is sent back within 7 calendar days
    Products have to meet certain conditions when being returned. See below:
    Return ReasonsYOUR RETURN MUST BE :
    New conditionSealed conditionNot UsedComplete (free gifts, accessories, original box)Tags & labels attached
    Damaged
    Defective
    Does not fit (for fashion Apparel)
    *NOT APPLICABLE from overseas seller
    Not as advertised
    Wrong item delivered
    Missing parts / Items
  • How do I send my item back?
    Arrange for your product to ship the item (at your own expenses) back to the Seller location.
    Upon receipt, Seller will conduct an evaluation to verify your request. Once accepted, you will receive an email confirming the action and further information regarding the returns process will be provided.
    Damaged

    Have the Seller/service centre to ensure product repair. If need be, replace with a new piece. In any case, we will refund the order value.

    Defective

    Have the Seller/service centre to ensure product repair. If need be, replace with a new piece. In any case, we will refund the order value.

    Not as described/ wrong order

    We will provide you with the option to get a refund or replace the product with new one.

    Missing Parts

    Have the Seller to replace with new product. If the product can’t be replaced then we shall refund the order value.

    Wrong size (Apparels only)

    Have the Seller to replace with new product. If the product can’t be replaced then we shall refund the order value.

  • How long is the returns/refunds process going to take?
    The returns process may take up to 14 business days. We appreciate your patience during this period and we will keep you updated.
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