Returns and Refunds

Last updated on May 17, 2026

Returns & Refunds Policy

Watches in Kenya Website: watchesinkenya.co.ke Email: sales@watchesinkenya.co.ke Address: Hillspring Concept Building, Ronald Ngala Street, 3rd Floor, Office Suite One, Nairobi Last Updated: May 2025

1. Overview

At Watches in Kenya, your satisfaction is our priority. If you are not completely happy with your purchase, we're here to help. Please read our Returns and Refunds Policy carefully before initiating a return.

2. Returns

We accept returns within 14 days of the delivery date.

To be eligible for a return, the following conditions must be met:

  • The item must be unused and in the same condition that you received it
  • The item must be in its original packaging, with all accessories and tags intact
  • Proof of purchase (order confirmation or receipt) must be provided
  • The item must not be a sale or discounted item (unless it arrived damaged or defective)

Non-Returnable Items

We do not accept returns for:

  • Items that have been worn, used, or altered
  • Items returned after the 14-day return window
  • Items without original packaging or proof of purchase

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Email us at sales@watchesinkenya.co.ke within 14 days of receiving your order
  2. Include your order number, the item(s) you wish to return, and the reason for the return
  3. Our team will respond within 1–2 business days with return instructions
  4. Once your return is approved, send the item to the address we provide

Please note: Return delivery costs are the responsibility of the customer unless the item was received damaged or defective.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 7 days of receiving the returned item
  • Refunds will be issued via the same payment method used at checkout (e.g. M-Pesa, bank transfer, or Cash on Delivery reimbursement)
  • You will receive a confirmation once the refund has been processed

Partial Refunds

In certain situations, only partial refunds may be granted, such as:

  • Items returned with signs of minor use or missing original packaging
  • Items not in their original condition due to reasons not caused by us

5. Damaged or Defective Items

If you receive a damaged or defective watch, please contact us immediately at sales@watchesinkenya.co.ke with:

  • Your order number
  • A description of the issue
  • Clear photographs of the damaged/defective item

We will arrange a replacement or full refund at no additional cost to you.

6. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item (subject to our return conditions above) and place a new order for the item you want.

7. Cash on Delivery (COD) Refunds

For orders paid via Cash on Delivery, refunds will be processed via M-Pesa or bank transfer. Please provide your preferred payment details when initiating your return.

8. Contact Us

For any questions regarding returns and refunds, please get in touch:

Email: sales@watchesinkenya.co.ke Address: Hillspring Concept Building, Ronald Ngala Street, 3rd Floor, Office Suite One, Nairobi Website: watchesinkenya.co.ke