At Penny Essentials, we want you to shop with confidence. This policy explains how returns, exchanges, and refunds are handled.
1. Eligibility for Returns
You may request a return if:
- You received the wrong item
- The item is damaged or defective
- The item does not match the description on the website
Requests must be made within 24 hours of delivery.
2. Items Not Eligible for Return
For health and safety reasons, the following items cannot be returned or exchanged unless they are damaged or incorrect:
- Perishable goods
- Personal care and hygiene products
- Items that have been used, opened, or tampered with
- Items without original packaging
3. Return Conditions
To qualify for a return:
- The item must be unused and in its original packaging
- All labels, seals, and accessories must be intact
- Proof of purchase (order number or receipt) must be provided
4. How to Request a Return or Exchange
To initiate a return or exchange:
- Contact our support team within 24 hours of delivery
- Share your order number and a brief explanation
- Attach clear photos where applicable
Our team will guide you through the next steps.
5. Exchanges
- Exchanges are subject to product availability.
- If the requested replacement item is unavailable, a refund or store credit will be offered.
- Exchanges are processed once the returned item is received and inspected.
6. Refunds
- Refunds are issued only after the returned item is inspected and approved.
- Approved refunds will be processed via:
- The original payment method (e.g., M-Pesa), or
- Store credit, where applicable
- Refund processing may take 3–7 working days, depending on the payment provider.
7. Return Shipping Costs
- If the return is due to our error (wrong or defective item), Penny Essentials will cover the return delivery cost.
- If the return is due to a change of mind, the customer may be required to cover return delivery costs.
8. Cancellations
- Orders may be cancelled before dispatch by contacting our support team.
- Once an order has been dispatched, cancellation is no longer possible, and the return process will apply.
9. Late or Missing Refunds
If you haven’t received your refund after the stated processing time:
- First, check your M-Pesa or bank statement
- Then contact our support team for assistance
10. Policy Updates
Penny Essentials reserves the right to update this policy at any time. Changes will be posted on this page and take effect immediately.
11. Contact Us
For returns, exchanges, or refunds inquiries:
Email: store [at] pennyessentials.co.ke
Phone/WhatsApp: +254 725 929121
Support Hours: Monday – Saturday, 8:00 AM – 6:00 PM
Thank you for shopping with Penny Essentials. We value your trust and are committed to fair and transparent service.