Returns and Refunds
We want you to be completely happy with your purchase. If you are not, we are here to help.
You have 14 days from the delivery date to return any item for a full refund or an exchange. The item must be in its original condition with all accessories, manuals and packaging.
The return window starts:
On the day you receive your order
- Items in their original, unopened packaging
- All original items, accessories and documents
- Faulty or damaged items (with evidence)
- Wrong item delivered
- Items with a broken seal or opened software
- Items showing signs of use or damage
- Items without their original packaging or accessories
- Items returned after 14 days
- 1
Contact Customer Support
Email returns@duka.co.ke or call +254-700-000-000 to start a return
- 2
Get Return Authorisation
We will give you a Return Authorisation Number (RAN) and return instructions
- 3
Pack Your Item
Pack the item securely in its original packaging with all accessories
- 4
Ship or Drop Off
Ship the item to us or drop it off at our location. Keep your tracking number.
- 5
Receive Your Refund
Once we receive and inspect your return, we will process your refund within 5-7 working days
Refund method: Refunds are issued to the original payment method used for the purchase.
Processing time: Please allow 5-7 working days for the refund to appear in your account after we receive your return.
Shipping costs: Original shipping costs are not refunded unless the return is due to our error or the item is faulty.
Need Help?
If you have questions about our return policy or need help with a return, our customer support team is here to help.