Return & Refund Policy
Effective date: 24 July 2026
We want you to buy with confidence. Every product we sell is genuine and checked before dispatch, and if something is not right, this policy explains exactly how returns, replacements and refunds work at Umoja Marketplace Africa.
The 3-Day Return Window
Eligible products may be returned within 3 days of delivery. The window starts on the day your order is delivered, so we encourage you to open and inspect your purchase as soon as it arrives. Requests made after the 3-day window are handled under the manufacturer’s warranty where applicable, rather than under this return policy.
Return Eligibility
To qualify for a return, a product must be in its original condition and packaging, complete with all accessories, manuals, seals where applicable and any free gifts supplied with it, and accompanied by proof of purchase. Products that have been used beyond reasonable inspection, damaged after delivery, or altered in any way do not qualify for a change-of-mind return.
Defective Products
If a product is faulty on arrival, contact us within the 3-day window. Once our team confirms the fault, we will repair, replace or refund the product, whichever is most appropriate, at no cost to you. We handle the collection of confirmed faulty items.
Wrong Items Supplied
If we deliver the wrong item, we will make it right at our expense. Contact us as soon as you notice, keep the item unused in its original packaging, and we will arrange collection and deliver the correct product as a priority.
Items Damaged During Delivery
Please inspect your order at delivery. If the packaging or product is damaged, tell the delivery agent and contact us immediately, ideally within 24 hours of delivery. Confirmed transit damage is resolved with a replacement or refund at no cost to you.
Manufacturer Defects
A defect that appears after the 3-day window is handled under the manufacturer’s warranty, where applicable. Because we source through authorised channels, warranties are honoured through the manufacturer or its authorised service centres in Kenya, and our team will guide you through the claim from start to finish.
Non-Returnable Items
For reasons of hygiene, licensing and practicality, the following cannot be returned unless they arrive defective:
In-ear earphones and personal audio products once unsealed or worn.
Software, digital licences and prepaid codes once issued or redeemed.
Consumables such as screen protectors once the packaging is opened or the item applied.
Devices registered, activated or signed into an account, where the activation or account lock has not been removed.
Products specially sourced or ordered at your request.
Returns are also declined, in all cases, where damage results from misuse, accident, liquid contact or unauthorised repair after delivery.
The Inspection Process
Returned products are inspected by our team, normally within 1 to 2 business days of arrival back with us. Inspection confirms the product’s condition and, where a fault is reported, verifies the fault. We will keep you informed of the outcome, and if a return does not meet the eligibility conditions we will explain why and return the product to you.
Refund Process
Approved refunds are made to the original payment method within 7 business days of approval. We will confirm by phone, WhatsApp or email once the refund has been issued. Where a delivery charge was paid and the return is due to our error or a confirmed fault, the delivery charge is refunded as well.
Replacement Process
Where you prefer a replacement and stock is available, we will dispatch it as soon as inspection is complete, with priority handling for faulty or wrongly supplied items. If the same model is unavailable, we will offer a suitable alternative or a full refund, whichever you prefer.
Return Shipping Responsibilities
For confirmed faulty, damaged or wrongly supplied items, collection and return transport are at our cost. For change-of-mind returns, the customer is responsible for returning the product to us safely; we recommend using a trackable courier service and packaging the product securely, as items damaged on the way back may not qualify for a refund.
How to Start a Return
Contact our support team by phone or WhatsApp, any time of day, with your order details and the reason for the return. We will confirm eligibility, issue a return authorisation and guide you through the next steps. Please do not send a product back before speaking to us, as unauthorised returns can be delayed or misdirected.
Contact Information
You can reach our customer support team 24 hours a day, 7 days a week, by phone or WhatsApp using the numbers published on our website, or through the Contact page at umojamarketplace.co.ke. Umoja Marketplace Africa, Nairobi, Kenya.