Effective Date: 16/05/2024

At Duka Express, we want you to be completely satisfied with your purchase. If for any reason you are not, our Return Policy provides guidelines for returning items. Please review this policy to understand your rights and responsibilities when returning products.

1. Eligibility for Returns

1.1 General Conditions

To be eligible for a return, the item must meet the following conditions:

- The item must be returned within 14 days of receiving it.

- The item must be unused, in its original condition, and in the original packaging, including all tags, labels, and accessories.

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

1.2 Non-Returnable Items

The following items cannot be returned:

- 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, the item(s) you wish to return, and the reason for the return.

2.2 Return Authorization

Once your return request is approved, you will receive a Return Authorization Number (RAN) and instructions on how to return the item. Items returned without a RAN may not be accepted.

 2.3 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 or defective item).

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

3. Return Processing

3.1 Inspection

Once we receive your returned item, we will inspect it to ensure it meets the eligibility criteria. We will notify you of the approval or rejection of your return within 5 business days of receiving the item.

3.2 Refunds

If your return is approved, we will process a refund to your original payment method. Refunds typically take 5-10 business days to appear in your account, depending on your payment provider.

3.3 Store Credit

If you prefer, you may opt to receive a store credit instead of a refund. Store credits can be used for future purchases on Duka Express and do not expire.

3.4 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. Exchanges

 4.1 Exchange Process

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.

5. Damaged or Defective Items

5.1 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.

 5.2 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.

 6. Cancellations and Refunds

If you cancel an order before it has been shipped, you will receive a full refund. Once the order has been shipped, the cancellation will be treated as a return, and the return policy will apply.

 7. Contact Us

If you have any questions about our Return 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 Return Policy.