1. Return Eligibility
You may request a return when all the conditions below are met:
- The return request is made within 7 days from the date the order was delivered.
- The item has not been used, damaged, altered, or tampered with after delivery.
- The item is returned with its original packaging, manuals, accessories, seals, labels, and any free items supplied with the order.
- You provide the order number, receipt, payment confirmation, or another valid proof of purchase.
- For electronics, the product serial number, IMEI, or model details must match the item supplied by Chinandogo.
2. Items That May Not Be Accepted for Return
Some items may be rejected during review or inspection. This includes:
- Items returned after the 7-day return request window.
- Items that are used, damaged by the customer, missing parts, missing accessories, or not in resaleable condition.
- Opened software, license keys, digital products, airtime, gift cards, or downloadable items.
- Items with removed serial numbers, broken warranty seals, replaced parts, or signs of unauthorized repair.
- Clearance, final-sale, custom-ordered, or special-order items where the product page or invoice states that returns are not available.
3. How to Request a Return
Please follow this process before sending any item back:
- Contact Chinandogo using the email address or phone number shown on this website.
- Provide your order number, full name, phone number, product name, and reason for the return request.
- Attach clear photos or videos if the item arrived damaged, defective, incomplete, or different from what you ordered.
- Wait for our team to review the request and send return instructions if the return is eligible.
- Pack the item safely with all original accessories, manuals, packaging, and proof of purchase.
- Send or deliver the item to the return address provided by our support team.
Items sent back without prior approval may take longer to process or may be rejected if the order cannot be verified.
4. Return Delivery Costs
- If the return is due to a change of mind or customer ordering error, the customer is responsible for return delivery costs.
- If the item delivered is confirmed to be wrong, damaged on arrival, or defective, Chinandogo will guide the customer on return delivery or collection arrangements.
- Use a trackable delivery method when sending items back. Chinandogo is not responsible for return parcels lost before they are received by us.
- Delivery fees paid on the original order are not refundable unless the return is caused by our error or a confirmed product fault.
5. Inspection and Decision
- Returned items are inspected after they are received.
- Inspection checks may include product condition, packaging, accessories, serial number, IMEI, warranty seal, and reported fault.
- We will notify you whether the return is approved, rejected, or requires further review.
- If a returned item does not meet this policy, it may be returned to the customer, and additional delivery costs may apply.
6. Refunds
- Refunds are issued only after the return is approved following inspection.
- Approved refunds are processed within 3–7 business days after approval.
- Refunds are made through the original payment method where possible. For M-PESA orders, refunds may be sent to the verified phone number used for payment or another verified customer number.
- Your bank, card provider, or mobile money provider may require additional time to reflect the refund after we process it.
- Where a partial refund applies, the reason and amount will be communicated before processing.
7. Exchanges and Replacements
- Where stock is available, an approved return may be handled as an exchange or replacement instead of a refund.
- If the replacement item is unavailable, we may offer a refund or another available option agreed with the customer.
- Price differences may apply if the customer chooses a different product.
8. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered,
contact us within 48 hours of delivery. Include your order number and clear photos or videos
of the product, packaging, labels, and any visible issue. We will review the information and
advise the next step.
9. Contact for Returns
Email: info@chinandogo.co.ke
Phone: 0722 859 959
Location: Nairobi, Kenya
Return instructions and the return address are provided after your request is reviewed.