Return and Refund policy

Return & Refund Policy

Last Updated: November 2025

Thank you for shopping at ShopMyHome. We strive to ensure you love every item you purchase. If for any reason you are not satisfied, our Return & Refund Policy below explains how returns, exchanges, and refunds work.

1. Eligibility for Returns

You may request a return if:

  • The item is defective, damaged, or not as described.

  • You received the wrong item.

  • The item is unused, in its original packaging, and meets the return window requirements.

Some items cannot be returned, including:

  • Personal care items

  • Clearance or final sale items

  • Custom-made or personalized items

  • Opened bedding, pillows, or hygiene-sensitive products

2. Return Window

  • Returns are accepted within 7 days of delivery for most products.

  • Electronics and appliances must be reported within 48 hours of delivery for return or replacement.

3. Return Process

To initiate a return:

  1. Contact us via email or phone.

  2. Provide your order number, reason for return, and clear photos of the item.

  3. Our team will review your request and provide instructions.

  4. Approved returns must be sent back using our designated courier.

Unauthorized returns will not be accepted.

4. Return Shipping Costs

  • If the return is due to our error (wrong item, defective product), ShopMyHome covers the return shipping cost.

  • If returning for personal reasons (change of mind, wrong size, etc.), the customer is responsible for return shipping.

5. Refunds

Refunds are processed after we receive and inspect the returned item.

Refund methods include:

  • M-Pesa

  • Bank transfer

  • Store credit (optional)

Refunds typically take 3–7 business days after approval.

Shipping fees are non-refundable unless the return is due to our mistake.

6. Exchanges

We offer exchanges for:

  • Wrong size

  • Wrong color

  • Defective items

Exchanges depend on product availability. If the item is out of stock, a refund or store credit will be offered.

7. Items Damaged During Delivery

If your order arrives damaged:

  • Report the issue within 24 hours of delivery.

  • Provide photos or video showing the damage.

  • We will arrange for a replacement or refund.

8. Pay on Delivery Orders

For Pay on Delivery (POD) purchases:

  • Customers may inspect the outer packaging before payment.

  • After payment, standard return rules apply.

Repeated refusal of POD orders may affect your eligibility for the service.

9. Contact Us

For all return and refund inquiries, contact our support team:

Thank you for trusting ShopMyHome. We value your satisfaction and are committed to a smooth shopping experience.