Refund & Return Policy

1. The Neka Return Window

Neka eCommerce offers an industry-standard 7-day Return Period for all eligible items shipped locally within Kenya, commencing from the exact date of successfully recorded delivery. For authentic "Neka Official" branded items, this window is generously extended directly to 15 days.

2. Strict Conditions for Returns

To be eligible for an immediate return dispatch and subsequent refund sequence, the physical item must be:

• In its absolute original packaging, wholly unused, and residing in the exact physical condition that you received it in.
• Accompanied strictly by the original digital or physical receipt, tags, and all nested accessories.
• Not conventionally classified as a non-returnable categorized item (e.g., customized goods, sensitive innerwear, or perishable retail stocks).

3. The Refund Cycle & Provider Timelines

Once we successfully retrieve and physically inspect your returned stock at our Nairobi hubs, we will transparently notify you regarding the approval/rejection outcome of your refund protocol.

Disclaimer: Initial delivery and shipping rider fees are fundamentally non-refundable unless the return is precipitated explicitly by a damaged defect or a logistical error originating unilaterally from our side.

4. How to Initiate a Physical Return

Ensure to connect with our dispatch support desk expeditiously to halt any order expiration parameters:

Email: support@neka.co.ke

Phone Support: +254 793 654 265

A dedicated customer agent will schedule a rider pick-up directly from your residential/office location or gracefully direct you identically to the nearest registered drop-off station adjacent to your region.