EXCHANGE & RETURNS POLICY

Exchanges & Refunds
You may exchange/return your item(s) within 14 days of receiving your item. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for an exchange/return, your item must be unused and in the same brand new condition that you received it which includes the tags/labels. It must also be in the original packaging. We also require a receipt or proof of purchase. 

Process for exchanges / refunds:

1. To initiate the Exchange / Refund process, click on this link (please have your order number and email address to hand): https://www.kitukali.com/apps/return_prime
2. If the link does not work, you can reach out to customer support on support@kitukali.com or via WhatsApp on +254711208838 with your order number and reason for exchange 
3. You must organise for the item(s) to be brought back to us either via one of our shops (Sarit, Hub, Junction, Nyali or Kisumu) or to our head office 
4. Once we have received the item(s), we will inspect it to ensure they are still in the brand new condition that you received them in 
5. We will either approve / reject the exchange / refund. If you require an exchange, it will be dispatched within 2 working days and any refunds are done within 3 working days. You will be notified whether it is approved or rejected and when to expect the delivery / refund. 

Late or missing refunds

If you haven’t received a refund within 5 working days of it being approved, please contact us at support@kitukali.com and we will look into it.