Returns & refunds

Changed your mind or received a faulty item? Here's how to fix it.

The basics

• You have 15 days from delivery to request a return on eligible items.
• Items must be unused, in original packaging, with tags attached.
• Personal items (innerwear, fragrances), perishables and made-to-order items can't be returned.

How to return an item

1. Go to your orders, open the order, and pick the items you want to return.
2. Choose a reason. When you select Damaged on arrival or Wrong item received you'll be asked to attach photos so our team can review.
3. Once approved, we'll send pickup instructions or a drop-off location by SMS.
4. After we receive and check the item, your refund is processed within 3–5 working days.

Refunds

We refund to M-Pesa (within 24 hours) or cash, depending on how you'd like to receive it. Store credit is coming soon.

Track your returns

See the status of any return on your returns page. You'll also receive emails when the request is reviewed and when the refund is sent.

Disagree with a rejection?

If your return is rejected, you have 7 days to dispute the decision. Open the rejected return from your returns page and click Open dispute. UlizaMart support will re-review with the seller's response and notify you of the outcome by email.