Refund & Return Policy
Effective Date: December 10, 2025
At AfriCart, we stand behind the quality of every product we sell. This policy outlines the procedures for returns, refunds, and exchanges. If you have any questions, please contact our support team at info@africart.co.ke.
1. Our 7-Day Guarantee Period
We offer a 7-Day Return Window for most products, commencing on the date you receive your order. This period allows you adequate time to inspect your purchase.
1.1 Eligibility for Return
To be eligible for a return, the item must meet the following criteria:
Time: The return request must be initiated within 7 calendar days of delivery.
Condition (General Goods): The item must be unused, unwashed, and returned in its original, undamaged packaging with all seals, tags, manuals, and accessories intact.
Condition (Electronics): Items must be returned with their factory seals unbroken. If the item is defective (see Section 3), this condition may be waived.
2. Categories with Specific Return Rules
Due to hygiene, safety, or intellectual property reasons, specific categories have strict rules:
| Category | Return Rule |
| Fashion & Apparel | Items must be unworn and unwashed with all original tags attached. Returns are void if the item smells of perfume, smoke, or has makeup stains. |
| Beauty & Personal Care | Non-returnable if opened, used, or if the protective hygiene seal is broken. |
| Consumables / Perishables | Non-returnable (e.g., food items, supplements, specific perishable goods). |
| Software / Digital Goods | Non-refundable once the digital key has been sent or software packaging is opened. |
3. Damaged, Defective, or Wrong Items
If your order arrives: (a) damaged in transit, (b) is defective, or (c) is the wrong product entirely, please contact us immediately (within 48 hours of delivery).
Proof: You must provide clear photos or video proof of the damage or defect.
Resolution: Upon verification, AfriCart will cover all costs associated with the return and will offer a full refund or send a replacement product at no extra charge.
4. Initiating a Return or Refund
4.1 How to Request
Email: Send an email to info@africart.co.ke with the subject line: “Return Request – Order #[Your Order Number]”.
Details: Include the reason for the return and, if applicable, photos of the item’s condition or defect.
Instruction: Our team will review the request (typically within 1-2 business days) and provide you with a unique Return Authorization Number (RAN) and specific drop-off or pickup instructions. Do not send the item back without an RAN.
4.2 Return Shipping Costs
AfriCart Error: If the return is due to an error on our part (damaged, defective, or wrong item), AfriCart will cover the return shipping costs.
Customer Error: If the return is due to a change of mind, incorrect size selection (for fashion), or ordering the wrong item, the buyer is responsible for the cost of return shipping. We highly recommend using a trackable courier service.
5. Refunds and Processing
5.1 Refund Inspection
Once the returned item is received at our logistics center, it undergoes a mandatory inspection to confirm the condition.
5.2 Processing Time
If the item passes inspection:
Approval: The refund is approved.
Initiation: We initiate the refund within 7 business days of receiving the returned item.
Payment Method:
M-Pesa Refunds: These are typically processed back to the originating M-Pesa number and should reflect instantly or within 24 hours of initiation.
Card Refunds: These can take longer (up to 10-15 business days) depending on your bank’s processing times.
5.3 Non-Refundable Costs
The initial shipping fee (if any) paid at checkout is non-refundable, unless the return is due to an error by AfriCart (Section 3).
Any costs incurred by the buyer for returning the item (unless AfriCart error).
6. Contact Information
If you require any assistance or clarification regarding this policy, please contact us:
Email: info@africart.co.ke
Website: www.africart.co.ke