Refund Policy process begins after we have completed evaluating your returned New product NOT Used or Refurbished items.

Returns accepted if product not as described, buyer pays return shipping fee; or keep the product & agree refund with seller.

From the day you submitted your return request, This quality evaluation process may take up to 14 - 21 days. A refund notification shall be sent via email once the process is finalized Refunds on refurbished items are only accepted for resale or trade-in. Resale or trade in requests take 14 days. If you would prefer to repurchase, a refund voucher shall be processed and this must be indicated when you request for a return when contacting our Customer Service. In the event you would prefer a cash refund, the refund methods available according to payment methods are:

  • Mpesa
  • Bank Transfer
  • Voucher

For any return request please contact our Customer Service or Request from your Account (Website My Panel)

 

Requirement for a valid procedure

  • Proof of purchase – the document handed over to you together with the product, on delivery.
  • Original packaging – the manufacturer packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Valid return reason – please refer to the section below for the details

What happens once I have returned an item?

  • We will perform a careful quality check.
  • If the claim is valid we will refund you according to your requested refund method.
  • The process may take up to 7 days from when your return request was submitted.
  • If the claim is invalid the item will be sent back to you.
  • We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items, place pay-on-delivery orders or even shop in Smartworld Kenya in the future.

How much time do I have to return a product to Smartworld Kenya?

·         All items sold on Smartworld Kenya, under certain conditions, can be returned within a period of 7 days from delivery date.
Example: If I received my product on Monday 3rd, I have until next Saturday 8th to contact Customer Service.

NOTE: You have 7 days to notify us of your return by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.

 

How do I send my product to Smartworld Kenya?

·         We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request.

Note that for dropping an item off at any pickup station, we will make 3 attempts in 3 days. You will be contacted to ensure you drop off within the 3 days.

However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.

Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done.

 

I received something I didn't order. What now?

·         On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 7 days.