Returns & Exchanges

We want you to be satisfied with what you receive. If an item is not right, here is exactly how a return or exchange works at DukaCart.

Check the parcel before you pay

This is the simplest protection you have, and it costs nothing. The rider will wait while you open the parcel and confirm it is the right item and undamaged. If it is not what you ordered, refuse it there and then and pay nothing.

The return window

If you have already paid and accepted the parcel, you may request a return or exchange within 15 days of delivery.

Conditions

• The item must be unused and in its original packaging, with any seals, tags and accessories intact.
• Hygiene and personal-care items that have been opened cannot be returned, for health reasons — unless the item is faulty.
• Please keep the order number; it is the fastest way for us to find your order.

How to request one

1. Write to support@dukacart.co.ke, with your order number and a short description of the problem.
2. Add a photo where the issue is visible. It usually settles the matter in one message instead of three.
3. Our team replies with the next step, and arranges collection or return.
4. Once the item reaches us and passes inspection, we complete the exchange or the refund.

Who pays the return cost

If the item is faulty, damaged in transit, or not what you ordered, we pay the return cost. Returns for change of mind are also free of return charges.

Exchanges

Where an exchange is agreed and the replacement is in stock, we send the new item as soon as the original reaches us. If the replacement is out of stock, we will offer an alternative or a refund — your choice.