Effective Date: 2nd February , 2026
At Mwitocart we want you to shop with confidence. If you’re not fully satisfied with our purchase, we have outlined clear terms for returns and refunds in line with the best ecommerce practices in Kenya
1.Return eligibility
To qualify for return:
- The product must be unused, undamaged, and in its original condition and packaging.
- You must provide proof of purchase (MPesa message,order confirmation, invoice, or receipt).
- Returns must be requested within 7 days of receiving your order, unless otherwise stated on the product page.
- Some items — such as perishables, hygiene-sensitive goods, digital products once delivered, or custom-made products — may not be eligible for return.
2. How to request a return
To initiate a return:
1. Contact all customers support team via email or the website contact form or whatsapp number
2. Provide your order number, reason for return and photos if the item is defective or incorrect
3. We will issue insytructions on how to return the item
3. Return shipping
Unless the return is due to on error on outfit for example wrong product shipping, deffective item, return shipping costs are the customer’s responibility
Please ensure items are securely packaged and if possible you use trackable delivery services
4. Refunds
Once you receive and Inspect your returned item:
- Approved the refunds are processed in 48 hours
- Refunds are issued using your original payment method unless otherwise agreed
- In some cases you may opt for store credits instead of a cash refund
5. Faulty,damaged or incorrect items
- If your order arrives damaged, deffective, or not as orders, please report within 24hrs of deliery
- we’ll review the issue and offer a replacement or refund depending on availability and preference
6. Exchanges
- Exchanges are processed in the same way as returns contact us with your request and order details
- Any price difference between items must be settled before the exchange is completed
7. Changes to this policy
We may update this policy from time to time, continued use of this websites indicates acceptance of the latest version