Returns & Refunds
Hassle-Free Returns
We want you to love your purchase. If something isn't right, our structured return process ensures fairness for both buyers and sellers.
Last Updated: November 03, 2026
1. Return Window & Eligibility
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all tags attached.
- Change of Mind: You must initiate a return request within 2 days of delivery.
- Damaged or Defective Items: You must report the issue within 24 hours of delivery (see Section 3).
2. Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned (unless they arrived damaged or defective):
- Perishable goods (e.g., food, groceries).
- Intimate apparel, swimwear, and underwear.
- Opened cosmetics, beauty products, or personal care items.
- Custom-made or personalized products.
- Clearance, final sale, or heavily discounted items.
- Gift cards and digital downloads.
3. Damaged, Defective, or Incorrect Items
We take product quality seriously. If you receive a damaged, defective, or incorrect item, please follow these steps:
- Proof Required: You must provide a clear unboxing video and photographs of the item, the packaging, and the shipping label.
- Reporting: Email these to returns@weshop.co.ke within 48 hours of delivery.
- Resolution: Once verified, weshop or the Seller will cover the return shipping costs and offer a replacement, repair, or full refund.
4. How to Initiate a Return (Change of Mind)
To start a return for a change of mind, you must first contact our support team. Do not ship items back without prior authorization.
- Email returns@weshop.co.ke with your Order Number and reason for return.
- Our team will issue a Return Authorization (RA) number and provide the return address (which may be a specific seller's address).
- Pack the item securely and write the RA number on the outside of the package.
5. Return Shipping Costs
The cost of return shipping depends on the reason for the return:
- Change of Mind: The customer is responsible for paying the return shipping costs.
- Defective/Incorrect Item: weshop or the Seller will reimburse the return shipping cost (proof of receipt required) or provide a prepaid shipping label.
6. Refund Process & Timelines
Once your return is received and inspected by the Seller, we will send you an email to notify you that we have received your returned item.
- Inspection: The Seller has 3 business days to inspect the item and approve/reject the return.
- Approval: If approved, your refund will be processed within 7-14 business days.
- Method: Refunds will be credited back to your original payment method (e.g., M-Pesa, Bank Card). In some cases, we may offer store credit, which is processed instantly.
7. Order Cancellations
You may cancel an order for a full refund before it has been dispatched by the seller. Once an order is marked as "Shipped," it cannot be cancelled, and you must follow the standard return procedure outlined above.
8. Marketplace Disclaimer
weshop is a marketplace platform. While weshop facilitates the return process and mediates disputes, the ultimate contract of sale is between you and the third-party Seller. Returns are subject to the Seller's compliance with our platform policies and the Consumer Protection Act, 2012.
Need Help with a Return?
Our dispute resolution team is here to assist you. Reach out anytime.