Effective Date: 16/05/2024

At Duka Express, we strive to ensure your satisfaction with every purchase. If you are not entirely satisfied with your purchase, our Refund Policy provides guidelines for returning items and obtaining refunds. Please read this policy carefully.

1. Eligibility for Refunds

1.1 General Conditions

Refunds may be issued under the following conditions:

- The item must be returned in its original condition, unused, and in the original packaging.

- The return must be initiated within 14 days of receiving the item.

- Proof of purchase, such as a receipt or order number, must be provided.

1.2 Non-Refundable Items

Certain items are non-refundable, including but not limited to:

- Perishable goods (e.g., food, flowers)

- Personal care items (e.g., cosmetics, hygiene products)

- Digital products or services once accessed or downloaded

- Gift cards and vouchers

- Items marked as "Final Sale" or "Non-Returnable"

 2. How to Initiate a Return

2.1 Contact Customer Support

To initiate a return, please contact our customer support team at info@duka.express or call +254743162522 within 14 days of receiving your order. Provide your order number and details of the item you wish to return.

2.2 Return Shipping

- Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., incorrect item sent, defective product).

- We recommend using a trackable shipping method for returns. Duka Express is not responsible for items lost during return shipping.

2.3 Return Processing

Once we receive your returned item, we will inspect it and notify you of the status of your refund within 5 business days. If your return is approved, a refund will be processed to your original method of payment.

3. Refund Method

3.1 Original Payment Method

Refunds will be credited to the original payment method used for the purchase. The time it takes to process the refund may vary depending on your payment provider, typically taking 5-10 business days.

 3.2 Store Credit

In certain cases, you may choose to receive a store credit instead of a refund. Store credits can be used for future purchases on Duka Express and do not expire.

3.3 Partial Refunds

Partial refunds may be granted in certain situations, such as:

- Items returned with signs of use or missing original packaging

- Returns initiated after the 14-day window but within 30 days

4. Cancellations

 4.1 Order Cancellation

You may cancel your order before it has been shipped by contacting customer support. If the order has already been shipped, it cannot be canceled, but you may initiate a return once you receive the item.

4.2 Automatic Refunds

If Duka Express needs to cancel your order due to stock unavailability, pricing errors, or other reasons, you will be notified, and a full refund will be automatically issued.

5. Exchanges

Duka Express currently does not offer direct exchanges. If you wish to exchange an item, please initiate a return for the original item and place a new order for the desired item.

 6. Damaged or Defective Items

6.1 Reporting Issues

If you receive a damaged or defective item, please contact customer support immediately at info@duka.express or call +254743162522. Provide details of the damage or defect and include photos if possible.

6.2 Resolution

Depending on the issue, we may offer a replacement, a repair, or a full refund. We will cover the cost of return shipping for damaged or defective items.

 7. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us at:

Duka Express

Email: info@duka.express  

Phone: +254743162522

By purchasing from Duka Express, you agree to this Refund Policy.