Last updated: 1 May 2026
Your satisfaction matters to us. If something isn't right with your WIMU Kitchen order, this policy explains how we handle returns, exchanges, and refunds.
1. Return Window
You may return most items within 24 hours of delivery, provided they are:
- Unused and in their original condition
- In the original packaging with tags, manuals, and accessories intact
- Accompanied by the original receipt or order number
2. Non-Returnable Items
For hygiene and safety reasons, the following cannot be returned:
- Items marked "Final Sale" or "Clearance"
- Personal care, scented candles, and aromatherapy products once opened
- Custom or personalised orders
- Gift cards
3. How to Start a Return
- Email info@wimukitchen.com with your order number and the reason for return. Photos help us approve faster.
- We will reply within 24 hours with a return authorisation and instructions.
- Ship the item back, or drop it at our Nairobi showroom. Return shipping is the customer's responsibility unless the item is faulty or wrong.
4. Damaged, Defective, or Wrong Items
If the item arrived damaged, defective, or different from what you ordered, please notify us within 48 hours of delivery. We will arrange a free replacement or a full refund, including return shipping.
5. Refunds
Once we receive and inspect your return we will email you to confirm approval. Approved refunds are issued to your original payment method:
- Mpesa: within 1–2 business days
- Card / Bank: within 5–10 business days, depending on your bank
A restocking fee of up to 10% may apply for non-defective returns of large or fragile items.
6. Exchanges
The fastest way to get a different size, colour, or product is to return the original item and place a new order separately. This avoids stock-availability delays.
7. Late or Missing Refunds
If you have not received your refund within the time frame above, first check with your bank or Mpesa transaction history. If you still need help, contact us at info@wimukitchen.com.