Our Customer-First Returns Policy
Returns Overview
At Organic Duka, we stand behind the quality of our products and want to ensure your complete satisfaction. We've designed our returns policy to be fair, transparent, and customer-friendly.
30-Day Window
Return eligible items within 30 days of delivery for a full refund or replacement.
Quality Guarantee
If our products don't meet your expectations, we'll make it right.
Easy Process
Simple, hassle-free returns process with support at every step.
Return Process
How to Return
- 1
Contact our customer service team within 30 days of delivery
- 2
Receive return authorization and shipping instructions
- 3
Package the items securely with original packaging if possible
- 4
Ship the items back or arrange for pickup
What to Expect
- • Inspection of returned items within 48 hours of receipt
- • Refund processed within 7 working days
- • Return shipping costs covered for defective items
- • Regular updates on return status via email/SMS
Return Eligibility
Eligible for Returns
- • Unopened products in original packaging
- • Defective or damaged products
- • Incorrect items received
- • Products not matching description
Non-Returnable Items
- • Opened or used products (unless defective)
- • Custom or special order items
- • Perishable goods
- • Items damaged due to misuse
Refund Information
Refund Methods
Refunds will be processed to the original payment method. For M-Pesa payments, refunds will be sent to the same phone number.
Processing Time
Once we receive and inspect the returned items, refunds are typically processed within 7 working days. Bank processing times may vary.
Need Help with Returns?
Our customer service team is here to assist you with the returns process.