Last Updated: June 15, 2026
At Simu Store, your satisfaction is our priority. We want you to shop with confidence, knowing that we stand behind every product we sell. Please read this policy carefully to understand your rights and our process for returns, exchanges, and refunds.
1. Return Eligibility
We accept returns on most items within 30 days of the delivery date, provided the following conditions are met:
- The item is in its original, unused condition
- The item is in its original packaging with all tags, labels, and accessories included
- You have proof of purchase (order confirmation email or receipt)
- The item is not listed under non-returnable items (see Section 5)
Items that have been used, damaged by the customer, or returned without original packaging may not be accepted or may be subject to a restocking fee.
2. How to Initiate a Return
To start a return, follow these steps:
- Contact us within 30 days of delivery at support@simustore.co.ke or call +254 791 477 777
- Provide your order number, the item(s) you wish to return, and the reason for the return
- Our team will respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and return instructions
- Pack the item securely and include your RMA number inside the package
- Ship the item to the return address provided in the instructions
⚠️ Do not send items back without an RMA number. Unauthorized returns may not be processed.
3. Return Shipping Costs
| Return Reason | Who Covers Return Shipping? |
|---|---|
| Defective or damaged item | Simu Store (free return label provided) |
| Wrong item sent by Simu Store | Simu Store (free return label provided) |
| Change of mind / no longer needed | Customer |
| Incorrect item ordered by customer | Customer |
Return shipping costs for customer-initiated, non-defective returns will be deducted from your refund or paid by the customer at time of shipping.
4. Refunds
Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund.
If approved, your refund will be processed as follows:
- Refunds are issued to the original payment method used at checkout
- Processing takes 5–10 business days after the return is received and inspected
- Original shipping charges are non-refundable unless the return is due to our error (defective or wrong item)
- If you paid via mobile money (e.g., M-Pesa), refunds will be returned to the same number used at checkout
Partial refunds may be granted in cases where items are returned in a condition that differs from their original state (e.g., missing accessories, opened packaging).
5. Non-Returnable Items
The following items are not eligible for return or refund unless they arrive defective or damaged:
- Downloadable software or digital products
- Hazardous materials or flammable liquids
- Gift cards and vouchers
- Customized or personalized items made to order
- Items marked “Final Sale” or “Non-Returnable” on the product page
If you receive a defective or damaged item from any of these categories, please contact us within 48 hours of delivery with photo evidence.
6. Exchanges
We offer exchanges for items that are defective, damaged, or incorrect. If you need a different size or color, we recommend returning the original item for a refund and placing a new order to ensure the fastest turnaround.
To request an exchange, contact us at support@simustore.co.ke with your order number and details of the exchange needed.
7. Defective or Damaged Items
If your item arrives damaged or defective:
- Document the issue — take clear photos or a short video of the damage
- Contact us within 48 hours of delivery at support@simustore.co.ke
- Include your order number and attach the photos/video
- We will arrange a free return, replacement, or full refund at no cost to you
We take quality seriously and will resolve all defective item cases as a priority.
8. Late or Missing Refunds
If you have not received your refund within the stated processing time:
- Check your bank account or mobile money balance again
- Contact your bank or payment provider — processing times can vary
- If you have done the above and still have not received your refund, contact us at support@simustore.co.ke
9. Cancellations
Orders can be cancelled before dispatch at no charge. To cancel, contact us immediately at support@simustore.co.ke or call +254 791 477 777
If your order has already been shipped, you will need to follow the standard return process once the item is delivered. Refunds for cancelled-after-dispatch orders will be processed after the item is returned to us.
10. Warranty Claims
Some products sold at Simu Store may be covered by a manufacturer’s warranty. Warranty terms vary by product and brand. If your product develops a fault after our 30-day return window, please refer to the manufacturer’s warranty card included with your product or contact the manufacturer directly.
For assistance identifying your warranty options, contact us at support@simustore.co.ke
11. Changes to This Policy
Simu Store reserves the right to update this Return & Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy periodically.
12. Contact Us
For all return, refund, or exchange enquiries:
- Email: support@simustore.co.ke
- Phone: +254 791 477 777
- Business Hours: Monday – Friday, 8:00 AM – 6:00 PM EAT
- Website: www.simustore.co.ke