Returns & Refunds Policy

Last updated: 15 September 2026

We want you to shop with confidence. If something isn't right with your order, you can request a return within 7 days of delivery — directly from your account, no phone calls needed.

How to Request a Return

1. Log in to your account and go to My Orders.
2. Find the order and tap Request return.
3. Select the item(s), pick a reason, and add a short note (photos help if it's damaged).
4. We'll call or WhatsApp you within 24 hours to arrange courier pickup or drop-off at the courier office nearest to you.

What Can Be Returned

• Items that arrived damaged, defective or faulty.
• Wrong item delivered (different model, colour or size).
• Items that are significantly not as described.
• Items with missing parts or accessories.
• Unwanted items — must be unused, in original packaging with tags intact.

What Cannot Be Returned

• Underwear, earrings and personal-care items (for hygiene reasons), unless faulty.
• Perishable goods such as opened food items.
• Items damaged through misuse after delivery.
• Requests made more than 7 days after delivery.

Return Shipping

If the return is due to our error (damaged, wrong or not-as-described item), we cover the courier fee. For change-of-mind returns, the courier fee to send the item back is borne by the customer — typically the same rate as your original delivery.

Refunds & Exchanges

• Once we receive and inspect the item, refunds are processed within 3–5 business days.
• Refunds are made via M-Pesa to the phone number used at checkout, or as store credit if you prefer.
• You may also request an exchange or replacement instead of a refund — just say so in the notes.
• Delivery fees are refunded only when the return is due to our error.

Questions?

Reach us on WhatsApp at 0723 277 903 or email support@toniva.co.ke and we'll sort it out.