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:
- 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
- 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
- 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
- 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
- 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.