7-day window
Request a return or exchange within 7 days of receiving your order. Items reported after the window are not eligible.
Hakuna Matata Returns
Returns & Exchanges Policy
If your gear doesn't fit or doesn't perform, we'll exchange it or refund you. Here is exactly how it works.
Original condition
Items must be unworn, unwashed, and undamaged, with tags attached and original packaging included.
Easy exchanges
Wrong size or colour? We exchange for the same item in another size or variant, subject to stock.
Our mistake, our cost
Wrong, damaged, or defective item delivered? Report it within 48 hours and we cover the return delivery.
What can be returned
Boots, apparel, bags, and gear in original, resalable condition qualify for return or exchange within 7 days of delivery. Keep the tags on and the original packaging until you are sure the item is staying — a boot tried on indoors on a clean surface is returnable; a boot worn to the field is not.
For hygiene and safety reasons the following cannot be returned unless faulty: underwear and base layers worn against the skin, socks, balaclavas and face coverings, and any item sold as customised or personalised. Clearance items marked "final sale" are exchange-only.
Exchanges
Size and colour exchanges are free of restocking charges. Tell us the size or variant you need and we reserve it while your return travels back. If the replacement is out of stock, you choose between store credit and a refund.
Refunds
Once your return arrives and passes inspection, we refund the price you paid to your original payment method — M-Pesa, Airtel Money, card, or cash refunds arranged for Cash on Delivery orders — within 3 to 5 business days. Delivery fees are refunded only when the return is due to our error.
Damaged, defective, or wrong items
Inspect your order on delivery. If anything arrives damaged, defective, or different from what you ordered, report it within 48 hours with a photo and your order number. We arrange collection at our cost and send a replacement immediately, or refund you in full — your choice.
Return delivery
For change-of-mind returns and size exchanges, you send the item back to our Nairobi store or drop it off in person; return delivery is at your cost and we recommend a tracked service. Where the return is our error, we cover the collection.
How to start a return
Message us with your order number and the reason for the return. We confirm eligibility, share the return address, and track the swap or refund from there.