Returns Policy

1. Eligibility for Returns

You may return most items within 7 days of the delivery date, provided the item is:

• Unused and in its original condition
• In the original packaging with all tags attached
• Accompanied by the original receipt or order confirmation
• Not a non-returnable item (see Section 4)

2. How to Initiate a Return

1. Log in to your Dukazote account and go to Order History.
2. Select the order and click "Request Return".
3. Choose a reason and submit. Our team will review within 24 hours.
4. Once approved, you will receive a return shipping label via email.
5. Drop the item at the nearest courier pickup point.

Alternatively, contact us at support@dukazote.co.ke or WhatsApp +254 798 970 660.

3. Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

4. Non-Returnable Items

• Perishable goods (food, flowers)
• Downloadable software or digital products
• Intimate or sanitary goods
• Hazardous materials
• Items marked "Final Sale"
• Customised or personalised products

5. Damaged or Defective Items

If you receive a damaged or defective item, contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or full refund at no cost to you.

6. Return Shipping Costs

Return shipping is free for defective or incorrect items. For change-of-mind returns, the customer is responsible for return shipping costs (KSh 200-500 depending on location).