Returns and refunds
Our returns policy follows your rights under the Consumer Protection Act, 2012. It should be reviewed by qualified Kenyan counsel before launch.
Faulty or damaged goods
If an item you bought is faulty, damaged or not as described, tell us within 48 hours of receiving it (or of collecting it). We will replace it, refund it, or repair it where that is reasonable. Keep the item and your receipt or order number.
Perishable goods
Fresh produce and chilled goods cannot be returned once they have been opened or are no longer in a resalable condition, except where they were faulty when sold.
Change of mind
Unopened, unused items in their original condition may be returned within 7 days with your receipt or order number, at our discretion. Perishables, intimate items and cut products are excluded.
How to request a return
Contact us through your account, by email at kendusupermarket@gmail.com, or on our verified WhatsApp business number with your order reference. Refunds are made to the original payment method where possible, or as store credit.
Online orders cancelled before fulfilment
If you cancel before we start picking your order, you receive a full refund. Once picking has started, refunds depend on how much work has been done — we will always tell you before deducting anything.