Last updated: Jan 2026

Thank you for shopping at Brandstore Kenya. We want you to be completely satisfied with your purchase. If you are not happy with your order, you may be eligible to return certain items subject to this Return Policy.

1. Eligibility for Return

To qualify for a return:

  • You must contact us within 7 days of delivery to request a return.
  • The item must be unused, unworn, unwashed, and in its original condition.
  • All original tags, packaging, accessories, and proof of purchase (invoice or order confirmation) must be included.
  • Return requests made after the 7-day period will not be accepted.

2. Items Not Eligible for Return

Certain items cannot be returned for hygiene, safety, or regulatory reasons. These include:

  • Personal care and hygiene products once opened.
  • Customized or personalized items.
  • Perishable goods or items that deteriorate quickly.
  • Gift cards or digital downloads.

3. How to Request a Return

To initiate a return:

  1. Email us at: info@brandstore.ke (or your designated support address).
  2. Include your Order Number, product details, reason for return, and photos if applicable (e.g., damaged item).
  3. Our team will review your request and provide return instructions within 2 business days.

4. Return Shipping

  • You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item received or defective product).
  • We recommend using a trackable shipping service and keeping your receipt as we are not responsible for lost return packages.

5. Refunds

Once we receive and inspect your returned item:

  • You will be notified by email if your return is approved or rejected.
  • Approved refunds are processed to your original payment method (e.g., M-Pesa, card, bank transfer) within 7–14 business days.
  • Shipping charges (both original and return shipping) are non-refundable unless the return is due to our error.

6. Exchanges

  • We currently do not offer direct exchanges.
  • If your item is eligible for return and you would like a different size or variation, please return the original item for a refund and place a new order.

7. Faulty, Incorrect or Damaged Items

If you received a faulty, defective, or incorrect product:

  1. Report the issue within 7 days of delivery.
  2. Provide photos and a description of the problem.
  3. We will arrange for return shipping at no cost to you and issue a full refund or replacement once the item is received and inspected.

8. Questions or Support

If you have any questions about returns or refunds please contact us:

📧 Email: info@brandstore.ke
📞 Phone/WhatsApp: 0742678574

Thank you for choosing Brandstore Kenya — we’re here to make your shopping experience smooth and worry-free.