Returns and Refunds Policy

What are the conditions for returning an item/ What types of cover does Duka Yetu offer?

How do I return an item/ What happens once I have returned an item?

For any return request please contact our Customer Service via 0732792010, 0723792010 or email:

What happens once I have returned an item?

• We have a dedicated team that performs quality to verify the product defects.
• If the claim is valid we will refund you accordingly.
• In most cases the process will take 7 days, but in some cases it may take up to 14 days from when your return request was received.
• If the claim is invalid the item will be sent back to you.
• We constantly keep track of all returned items 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 D in the future.

How much time do I have to return a product to Duka Yetu?
All items sold on Duka Yetu, under certain conditions, can be returned within a period of 7 days from delivery date.

NOTE: You have 7 days to notify us of your return by calling Customer Service or emaining customer care at, 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 to replace the item under warranty if the item is covered under warranrt

How do I send my product to Duka Yetu?
We will make 4 attempts within 3 working days to pick-up the item after we receive return request.

Note that for dropping an item off at any pickup station, we will make 2 attempts in 2 days. You will be contacted to ensure you drop off within the 2 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 Duka yetur during collection or sent back after quality check is done.
How do I track my return status?
We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Call Center at 0732792010 or click email

Is my product under warranty?

For any warranty inquiries contact our Customer Service Call Center at 0732792010 click or email

If my returned product is not validated for refund, how do I get informed?
If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
“Note that we will make two (2) attempts to return the product to you at no cost. However after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law”

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 (with seal not broken).

Do I have to return all products in my order?
No, you do not have to return your entire order. You can return the disputed product

Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 7 days return period. For any inquiries contact our Customer Service Call Duka Yetu at 0732792010 or click on If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.

What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again. For any inquiries contact our Customer Service Center on 0732792010 or click on
Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to Duka Yetu.

What if I have a missing item in my package?
We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What’s in the box) have been delivered.

Refund Policy

If my refund gets validated, how and when will I get reimbursed?
Refund process begins after we have completed evaluating your returned product. From the day you submitted your return request, This quality evaluation process may take up to 14 days. A refund notification shall be sent via email once the process is finalized

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:

Payment methods Refund methods
M-Pesa Mpesa or Refund voucher
Bank Transfer Refund voucher or Bank Transfer
Paypal Refund voucher or Paypal
Refund Voucher Refund voucher Only

NOTE:Once you select your preferred method of refund you will not be in a position to change it.

What is a refund voucher?
A Duka Yetu Refund Voucher is a compensation mechanism which credits you with the value of your returned product when placing an order for a new product.
You can use Duka Yetu Refund Voucher as voucher code/coupon to purchase any item on the website. A refund voucher is valid for 180 days from issue date and can be used on several purchases, until your balance is 0.
How do I use my voucher?
If you have been issued a Duka Yetu Refund Voucher, you will have received a voucher number.
Please enter this voucher number in the voucher code box and click “add voucher” during checkout at payment step. A corresponding deduction will be applied to your total amount.

I have bought an item on promotion or with a voucher. What amount will you refund me?

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.

For example: If you purchased an item on sale for Ksh200 and its original value was Ksh400, we will refund you Ksh200.

If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid and the amount of the Duka Yetu refund voucher.