Returns & Refunds Policy
We want every buyer to have a fair experience. Returns are accepted only under strict conditions outlined below.
Strict 7-Day Return Window
All return/refund requests must be submitted within 7 calendar days from the date of delivery. No exceptions will be made for requests submitted after this period. Shipping damage must be reported within 24 hours of receiving your order.
When Returns Are Accepted
- You received a completely different product from what you ordered (wrong item shipped)
- Severe shipping damage to the bale/package during transit (must be reported within 24 hours with photos)
- Missing items from your order (fewer items/bales delivered than paid for)
- Product is significantly different from the listing description and photos (e.g., wrong category entirely)
- Wrong quantity delivered (e.g., ordered 3 bales but received 2)
Returns Will NOT Be Accepted For
- Bales that have been opened — once a bale seal is broken, the item is non-returnable and non-refundable
- Items that have been used, worn, washed, or altered in any way by the buyer
- Goods damaged 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. 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 return
- Dissatisfaction with the grade or quality mix inside a bale — product grades (A, B, C) indicate approximate quality ranges, not a guarantee that every 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 Return Requests
Every return 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
Return Process
Submit Return Request
Go to the Refund & Money-Back page and fill out the return request form with your order details, select items, reason, and upload evidence photos.
Admin Review (2-3 Business Days)
Our team reviews your request, verifies evidence, and cross-checks with order and delivery records.
Return Shipping
If approved, you will receive instructions to ship the item back at your own cost. The item must be returned in its original sealed condition.
Inspection & Refund
Once we receive and inspect the returned goods, refund is processed within 5-7 business days to your original payment method.
Return Shipping Costs
The buyer is responsible for all return shipping costs in all cases. WholesaleKenya does not provide prepaid return labels. Items must be shipped back with a valid tracking number. Returns received without prior authorization will be rejected.
Important Notice
WholesaleKenya reserves the right to reject any return request that does not meet the above criteria. Fraudulent return 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.
Need to Submit a Return Request?
Use our Refund & Money-Back page to submit your return request with evidence.