Returns & Refunds
Returns Policy
Last updated: 15 May 2026
7 Days
Return Window
You have 7 days from delivery to request a return on eligible items.
3–5 Days
Refund Processing
Approved refunds are processed within 3–5 business days back to your M-Pesa.
Free
Collection
We collect returns from you at no additional charge within Mombasa.
Eligible Returns
We accept returns on the following conditions: the item is in its original, unopened packaging; the item is not a perishable food product; the return is requested within 7 days of delivery; and proof of purchase is provided. We do not accept returns on items that have been opened, used, or damaged by the customer.
Non-Returnable Items
The following items cannot be returned under any circumstances: perishable food and grocery items; personal hygiene products that have been opened; items sold as part of a clearance or final sale; items that have been customised or specially ordered.
Defective or Wrong Items
If you receive a defective item or an item that does not match your order, please contact us within 48 hours of delivery. We will arrange collection and send a replacement or issue a full refund at no cost to you. Please take photos of the issue for our records.
How to Request a Return
To initiate a return, contact our team on +254 700 000 000 or email info@ezzitraders.co.ke with your order number and reason for return. Our team will review your request within one business day and arrange collection if approved.
Refunds
Approved refunds are processed within 3–5 business days. Refunds are issued to the original M-Pesa number used for purchase. We do not issue cash refunds. If the original payment cannot be reversed, store credit will be offered instead.
Exchanges
We offer exchanges for items of equal or greater value. If the exchange item is of greater value, you will need to pay the difference. Contact us to arrange an exchange.
Need to return something?
Call us or send a message and we'll handle it quickly.