Do you accept returns?

We accept returns for defective products only. If an item arrives damaged, faulty or not as described, return it within 3 days of delivery in its original, unused condition and packaging for a refund or exchange. We don't accept change-of-mind returns on non-defective items.

How do I return or exchange an item?

Returns and exchanges are handled in store at any of our Havilah pick-up points — Nairobi CBD, Chuka Town or Limuru Town. Message us on WhatsApp first with your order details and we'll guide you through it.

Is there a restocking fee?

No. Returns and exchanges are free of charge — we never charge a restocking fee.

Can I exchange an item instead of a refund?

Yes. For a defective item you can choose an exchange for the same item or one of equal value instead of a refund, subject to the same 3-day window and new-condition requirement.

Returns & Exchanges

Easy 3-Day Returns

We accept returns for defective products only — items that arrive damaged, faulty or not as described. Bring them back to our store location within 3 days of delivery in new condition, with no restocking fees. Refunds are processed within 30 days of receipt and inspection.

Policy at a Glance

Returns accepted: Defective products only
Exchanges accepted: Yes — same item or one of equal value
Return window: 3 days from delivery
Item condition: New & unused, in original packaging
Return method: In store — at any Havilah pick-up point
Restocking fee: None — returns are free
Refund processing time: Within 30 days of receipt & inspection

What You Can Return

We accept returns for defective products only — items that arrive damaged, faulty or not as described. Report them within 3 days of delivery in their original, unused condition and packaging.

You can choose a refund or an exchange for the same item or one of equal value. We don't accept change-of-mind returns on non-defective items.

How to Return — In Store

Returns and exchanges are handled in store at any of our pick-up points. Message us on WhatsApp first and bring your item to:

📍Nairobi CBD— Nairobi
📍Chuka Town— Tharaka Nithi
📍Limuru Town— Kiambu

There is no restocking fee — returns are free.

Refunds & Exchanges

Once we receive your returned item and inspect it, your refund is processed within 30 days back to your original payment method or your Havilah wallet, whichever you prefer.

Choosing an exchange instead? We'll arrange the swap on the spot at no extra cost.

Condition & Window

To qualify, items must be returned within 3 days of delivery in new, unused condition with original packaging, tags and any free gifts intact.

Perishable, personalised and hygiene items may be excluded where the law allows — we'll always tell you upfront.

A note on wholesale orders

This policy covers retail orders. Wholesale (group-buy) orders are bulk purchases pooled toward a factory minimum and are final once paid — except where a pool fails to reach its minimum, in which case your full payment is credited back to your Havilah wallet.

Need to return or exchange something?

Message Us on WhatsApp