Pay After Delivery – Kenya

Last updated: July 2026

You have 30 days from the date of delivery to return any item.

At Pay After Delivery, we aim to provide a fair, transparent, and reliable shopping experience. This Refund & Returns Policy explains how returns, refunds, replacements, and cancellations are handled.

By placing an order on our website, you agree to the terms outlined below.

1. Return Window: 30 Days

You may return any item within 30 days of delivery, for any reason. You do not need to explain why you changed your mind.

To be accepted, the returned item must be:

• Unused and in the same condition in which you received it
• In its original packaging, with all accessories, manuals, and free items included
• Not altered, assembled, installed, or damaged after delivery

Items that arrive damaged, defective, or incorrect are covered for the same 30 days, and are handled under Section 5 below on better terms.

2. Returns At A Glance

3. How To Return An Item

1. Contact us within 30 days of delivery. Call +254 704 463847 or email info@payafterdelivery.co.ke with your order number, the phone number you used at checkout, and what you would like to do.
2. We confirm your return and give you the return address and courier instructions.
3. Send the item back in its original packaging.
4. We check the item when it reaches us.
5. We refund you within 5–7 business days of that check.

4. What You Get Back

Change-of-mind returns. You receive a full refund of the product price you paid. You cover the cost of sending the item back to us, and the original delivery fee (KShs 300 within Nairobi, KShs 500 outside Nairobi) is not refunded, as the courier service was already provided. No restocking fee is charged.

Damaged, defective, or incorrect items. You receive a full refund of the product price and the delivery fee, and we cover the cost of returning the item. You are never out of pocket for our mistake.

5. Damaged, Defective, or Wrong Items

If you receive an item that is damaged, defective, or not what you ordered, contact us as soon as you can — ideally within 48 hours of delivery so we can act quickly. You remain covered for the full 30 days either way.

Please send clear photos or a short video showing the problem. Once we have confirmed it, you may choose:

• A replacement of the same item, delivered free of charge
• An exchange for a different item
• A full refund of the product price and the delivery fee

6. Items That Cannot Be Returned

For health and safety reasons, we cannot accept returns of:

• Personal care and hygiene items once opened or used
• Items made or customised to your specification

This exclusion does not apply if the item was damaged, defective, or incorrect when it reached you. In that case it is covered under Section 5 like everything else.

7. Refund Processing

• Approved refunds are processed within 5–7 business days of us receiving and checking the returned item
• Refunds are issued to the original payment method you used, or as store credit if you prefer
• We will confirm by phone, SMS, or email once your refund has been sent

8. Order Cancellation

Before dispatch

You may cancel your order at any time before it is dispatched. If you have already paid the delivery fee and we have not yet booked the courier, we refund it in full. Once the courier booking has been made, the delivery fee is not refundable.

After dispatch

Once an order is on its way it cannot be cancelled, but you do not have to accept it — and you can still return it within 30 days under this policy.

9. Refusal At Delivery

If you refuse to receive an order after it has been dispatched, the item is returned to us through the courier and the advance delivery fee is not refunded, as the courier service was already used. Re-delivery, if you request it, requires a new delivery fee.

This does not apply if you refuse the item because it is visibly damaged, incorrect, or not as described. In that case the delivery fee is refunded in full.

10. Missed or Failed Deliveries

If a delivery fails because you were unavailable, the address or contact details were incorrect, or your phone was unreachable, the delivery fee is not refunded and re-delivery requires a new fee.

If a delivery fails because of something on our side — the wrong item was dispatched, the courier lost the parcel, or we could not service your location — the delivery fee is refunded in full.

11. Courier & Delivery Limitations

Pay After Delivery is not responsible for delays caused by courier service disruptions, weather conditions, or inaccessible delivery locations. Delays alone do not qualify for a refund of the delivery fee, but they do not reduce your 30-day return window, which begins on the day your order actually arrives.

12. Customer Support

For refund, return, exchange, or replacement requests, contact us:

Pay After Delivery Kenya
Phone: +254 704 463847
Email: info@payafterdelivery.co.ke

Please include your order number, the phone number used at checkout, and a description of the issue.

13. Policy Updates

This Refund & Returns Policy may be updated from time to time. Any changes will be reflected on this page with an updated date.