Refund Policy

This page explains when money is returned to you, how it reaches you, and how long that takes.

When you are entitled to a refund

• The item arrived faulty or damaged.
• You received the wrong item.
• The item is materially different from its description on the site.
• You returned an item within the 15 days window and it met the conditions on our Returns page.
• We cancelled your order after it was paid for, for any reason on our side.

The simplest case: you have not paid yet

Because we sell on cash on delivery, most problems never become refunds at all. If you inspect the parcel at the door and it is wrong, you refuse it and pay nothing — there is no money to return.

How a refund is paid

Refunds are made by M-Pesa to the phone number on the order, or by another method we agree with you. We refund the product price in full. Where a delivery surcharge was paid and the fault was ours, that is refunded too.

How long it takes

• Inspection: up to 2 working days after the returned item reaches us.
• Payment: within 3 working days of the inspection passing.

If anything will take longer than that, we will tell you why rather than let the date pass in silence.

What is not refundable

• Items damaged by misuse, or used contrary to their instructions.
• Opened hygiene and personal-care items, unless faulty.
• Items returned after the 15 days window without a fault.

How to request a refund

Write to support@dukacart.co.ke with your order number, what went wrong, and a photo if the problem is visible. Our team replies with the next step.