30-Day Returns Policy
We want you to shop with confidence. Eligible products may be returned within 30 calendar days after delivery, subject to the conditions below.
Change-of-mind returns
- The item must be unused, complete and in resalable condition.
- Original packaging, accessories, manuals, seals and proof of purchase must be included.
- The customer is responsible for return-delivery costs unless Kitooo agrees otherwise.
Damaged, defective, misdescribed or incorrect items
Contact us as soon as reasonably possible with your order number and clear photos or video where helpful. After assessment, Kitooo will provide an appropriate remedy, which may include repair, replacement or refund. Where Kitooo supplied the wrong item or confirms a qualifying defect, Kitooo will cover reasonable return-delivery costs.
Items that cannot normally be returned
For health, hygiene and safety reasons, opened or used personal-care products, cosmetics, hair products, earphones and similar sealed items cannot be returned for change of mind. Customised items, digital products, gift cards and items damaged through misuse are also excluded. These exclusions do not limit rights that apply to defective, unsafe, misdescribed or incorrectly supplied goods under Kenyan law.
How to request a return
- Contact Kitooo at kitookenya@gmail.com or WhatsApp +254795009097 before sending anything.
- Provide your order number, reason for return and supporting photos where relevant.
- Wait for return instructions and the approved return destination.
Do not send a parcel before receiving return authorisation.
Inspection and refunds
Returned items are inspected after receipt. Approved refunds are initiated to the original payment method, or another agreed method, within 7–14 business days after approval. Bank and mobile-money processing times may vary. Original delivery charges are not refundable for change-of-mind returns, but may be refunded when Kitooo supplied an incorrect or qualifying defective item.
Cancellations
If an order has not been dispatched, contact us promptly and we will try to cancel it. If it has already been dispatched, the applicable return conditions apply.
Your statutory rights
This policy supplements and does not exclude or limit any rights or remedies available under applicable Kenyan consumer-protection law.
Last updated: 13 August 2026.