Returns & Refunds
Overview
You can initiate a return within 10 days after delivery/collection of your package(s).
Returns Eligibility
Change of mind
• Refunds for change of mind are processed only if the package seal is intact, and the product is not tampered with.
Other return reasons include:
• Wrong, damaged, defective, incomplete/missing, wrong size.
Return Process
When returning an item, ensure all seals, tags, and accessories are intact, and the item is in its original packaging. Otherwise, your return will be invalid.
Any delays will lead to the cancellation of your return request.
Refund Methods and Processing Times
- Mobile Money (MPesa and Airtel):
Refunds are issued to mobile money accounts within 24hrs after the return was verified by our quality check team.
- Bank or Cards:
Refunds take 3-5 working days (depending on bank processing timelines) after the return was verified by our quality check team.
- Vouchers:
Refunds are processed immediately after the return was verified by our quality check team if the initial payment was also made via voucher. Customers will receive an email with their voucher code.
Customers should keep these refund processing timelines in mind and check their respective payment methods for the refund to reflect accordingly. This transparency in refund processing timelines helps manage customer expectations and ensures a smoother post-purchase experience.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@kelitu.store.
Shipping Returns
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?
We encourage you to create an online return via the contact form on the website or send an email to support@kelitu.store with “Refunds and Returns” as your subject.