Returns & refunds
What to do if something arrives faulty, damaged, or isn't what you expected.
Return window
You can return an item within 7 days of delivery, provided it is unused and in its original packaging with all accessories included.
Faulty or damaged items
If an item arrives faulty or damaged, contact us within 48 hours of delivery. We will arrange a replacement or a full refund, including delivery costs.
How to start a return
- Contact us on +254 700 000 000 or hello@primeaccessorieskenya.co.ke with your order number.
- Tell us which item you are returning and why.
- We will confirm the return address and next steps.
Refunds
Approved refunds are sent back to the payment method you used. M-Pesa refunds usually arrive within 1–3 working days; card refunds can take up to 10 working days depending on your bank.
What we can't accept
- Items with physical damage caused after delivery.
- Items missing their original packaging or accessories.
- Items returned more than 7 days after delivery.