• Customer Care - +0 20 375 00 00 / +0 77 114 10 96
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What are the conditions for returning an item?

Requirement for a valid procedure

  1. Proof of purchase (order number, invoice, etc.)

  2. Reason for return has to be valid and return acceptance conditions met (check out below)

  3. Return method

  4. Refund method that you would like and the necessary information associated (bank account number, etc.)

  5. Return form returned with the product

Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

Once your product is retrieved we will perform a quality check. If the quality check determines that the malfunction/damage cannot be resolved by our partners, we will proceed to refund. This will happen within 14 days starting from when your return request was submitted. Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.

Conditions and reasons to return an item

You may want to return your item due to any of the following reasons:

: Not Required | : Required


Reasons for return New Condition Sealed condition Complete (free gifts, accessories, original packaging Not damaged Tags & labels attached
Delivery - Wrong Product
Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only
Quality - Damaged Product
Quality - Defective
Delivery - Parts Missing
Website - Incorrect Content
Product - Does Not Fit - item not fitted e.g. item delivered does not fit the customer
(Not applicable to some fashion items, check return policy on product page)
Customer - Change of Mind
(Not applicable to some product categories, check return policy on product page)
Not As Expected
Please see table below to know the reasons you can return an item for various categories

: Not Required | : Required

Category Customer Changed Mind Wrong Item Damaged Item
1. Fashion
2. Beauty & Cosmetics
3. Perfumes
4. Underwears, Swim wears
5. Jewellery
6. Mobile Phones
7. Electronics
8. Computing
9. CD, Vinyls, DVD, Software's
10. Books
11. Consumables (Food)
12. Large Bulky Items
13. Shipped From Overseas

Please note for the below items you can ONLY return on the spot with our rider or at the pickup station. Ensure to always check first before the rider leaves or at the pick-up station:

  1. Innerwear, swimsuits, gym wear, sleep wear.

  2. Earphones, memory card, chargers, cable, flash/floppy disks, Bluetooth, hard drive,CD/DVD software,Vinyls.

  3. Books.

  4. Perfumes.

  5. Jewellery.

  6. Beddings.

  7. Health & Wellness.

  8. Adult toys.

Bulky items

Kindly note that the below items cannot be returned if you change your mind. Item can only be returned if a wrong item was delivered or item is damaged.

Fitness Machines Baby Cots & Strollers
Gas Cooker & Oven Grill & Outdoor Entertainment
Desktops & Monitors Mower&Outdoor Power Tools
Televisions Furniture
Professional Video Cameras Washing Machine & Dryer
Home Theatre Dishwashers
Projectors Air Conditioner, Heater & Hotwater System
Musical Instruments Fridge & Freezers
Tyres & Wheels  

How do I return an item?

For any return request please contact our Customer Service Call Center on +0 20 375 00 00.

How much time do I have to return a product to the Jamboshop Hub?

All items sold on Jamboshop, under certain conditions, can be returned within a period of 7 days from delivery date. Example: If you received your product on Friday 5th, you have until next Friday 12th to contact our Customer Service.

NOTE: You have 7 days to notify us of your return online or by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.

How do I send my product back to Jamboshop?

We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request. However if we're unable to get in touch with you, the item will have to be returned at the Jamboshop hub your own cost.

How do I track my return status?

We will keep you updated via email and SMS about the status of your return. For any inquiries contact our Customer Service on +0 20 375 00 00

Is my product under warranty?

Kindly contact our customer care on +0 20 375 00 00 for more information.

If my returned product is not validated for refund, how do I get informed?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Note that we will make two (2) attempts to return the product to you.
However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection.
If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law.

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 7-day return period

What should I do if I want to exchange a product and it is either sold out or not available?

You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again.

Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.

I have cancelled the order, how much time will it take to refund my money?

Once we receive your return or the seller notifies us of receipt of return, as the case may be, a refund is issued to the original payment method such as MPESA/Credit Card / Bank Account (in case of pre-paid transactions) or to your MPESA Account (in case of Cash on Delivery). Refund process shall be completed within 7-10 Business Working Days.