Refund & Returns Policy
We stand behind the quality of our products. If something isn't right with your order, we're here to help — subject to the conditions below.
7-Day Refund Window
Refund requests must be submitted within 7 calendar days from the date of delivery. Requests submitted after this period will not be considered under any circumstances.
Eligible for Refund
- You received a completely different product from what you ordered (wrong item shipped)
- The product has severe structural damage that occurred during shipping (e.g., torn bale wrapping, water damage in transit — must be reported within 24 hours of delivery with photographic proof)
- Items are missing from your order (fewer items delivered than paid for)
- Product is significantly different from the listing description and photos
- Wrong quantity delivered (e.g., ordered 3 bales but received 2)
NOT Eligible for Refund
- Bales that have been opened — once a bale seal is broken, the item is non-refundable
- Items that have been used, worn, washed, or altered in any way by the buyer
- Damaged goods caused by the buyer — including mishandling, improper storage, or buyer negligence
- Packaging seals or tags removed — products must retain original packaging and labels
- "Change of mind" or buyer's remorse — we do not accept returns simply because you no longer want the item
- Minor variations in color, size, style, or individual item quality within mitumba/second-hand bales — these are inherent to the nature of the product and are expected. We are suppliers, not manufacturers, and do not control the contents of sealed bales
- Claims of "defective" items found inside opened bales — mitumba/second-hand products may naturally contain items with wear, stains, or minor defects. This is standard in the industry and does not qualify for a refund
- Dissatisfaction with the grade or quality mix inside a bale — product grades (A, B, C) indicate approximate quality ranges, not a guarantee that every individual item meets a specific standard
- Requests submitted after 7 days from delivery date
- Shipping and delivery fees are non-refundable under all circumstances
Required Evidence for All Refund Requests
Every refund request must include the following. Incomplete requests will be automatically rejected:
- Clear photos of the item received showing the issue
- Photo of the original sealed packaging/bale (proving it hasn't been opened)
- Photo of the shipping label showing your order details
- A detailed written description of what is wrong and how it differs from what was ordered
How the Refund Process Works
Submit Request
Fill out the refund form below with your order details, select the items, provide a reason, and upload evidence photos.
Admin Review
Our team reviews your request, verifies the evidence, and cross-checks with order and delivery records. This takes 2-3 business days.
Decision & Resolution
If approved, you will be contacted with instructions for returning the item. Refund is processed within 5-7 business days after we receive the goods back.
Important Notice
WholesaleKenya reserves the right to reject any refund request that does not meet the above criteria. Fraudulent refund claims will result in permanent account suspension and may be subject to legal action. All decisions made by our admin team are final. By purchasing on WholesaleKenya, you agree to these terms.
Submit a Refund Request
Fill out the form below carefully. Your order details will be automatically attached.
Please sign in to submit a refund request