Returns & Refunds Policy

Effective Date: 14 September 2026
Dekaki General Traders Limited
Registration No. PVT-MKU977YJ
Trading Name: Dekaki General Traders
Gaberone Plaza, 10th Floor, Gaborone Rd, Nairobi, Kenya
Phone: +254 711 511 713
Email: info@dekaki.co.ke

1. Introduction

At Dekaki General Traders, we want you to be satisfied with your purchase. If you receive a product that is defective, damaged, incorrect, incomplete, or otherwise eligible for return under this policy, we will work with you to provide an appropriate resolution.
This Returns & Refunds Policy explains when products purchased from dekaki.co.ke may be returned, exchanged, repaired, replaced, or refunded.
This policy applies to purchases made through our online store unless otherwise stated on the relevant product page or quotation.
Nothing in this policy is intended to exclude or restrict any rights that customers may have under applicable Kenyan law.

2. Return Period

Customers must contact Dekaki General Traders within 7 calendar days of receiving an order to request a return for an eligible product.
For products that are defective, damaged, incorrect, or incomplete, customers should notify us as soon as reasonably possible after discovering the issue.
Some products may have different return or warranty conditions, which will be communicated on the product page, quotation, invoice, warranty documentation, or at the time of purchase.

3. Products Eligible for Return

A product is eligible for return where:
  • The wrong product was delivered;
  • The product arrived damaged;
  • The product is defective or does not function as reasonably expected;
  • Essential components or accessories are missing;
  • The product materially differs from its description;
  • The product is eligible for a change-of-mind return under the conditions below; or
  • Another circumstance gives the customer a valid right to return the product under applicable law.
    We will assess each return request based on the circumstances of the purchase and the condition of the product.

4. Change-of-Mind Returns

Where Dekaki accepts a change-of-mind return, the following conditions apply:
  • The return request must be made within 7 calendar days of delivery;
  • The product must be unused and in resalable condition;
  • The product should be returned in its original packaging where reasonably possible;
  • All accessories, manuals, documentation, tags and components must be included;
  • The product must not have been damaged through customer use, misuse or negligence; and
  • The product must not have been materially altered, installed, assembled, activated, or customised where such action makes the product unsuitable for resale.
    Certain products are not eligible for change-of-mind returns because of their nature.

5. Damaged Products

If your product arrives visibly damaged, please notify us as soon as possible.
Where possible, customers should:
  • Take clear photographs of the product;
  • Take photographs of the external packaging;
  • Keep the original packaging;
  • Note any visible damage with the delivery representative; and
  • Contact Dekaki General Traders with the order number and details of the problem.
    We will assess the circumstances and will arrange for the product to be collected, inspected, repaired, replaced, or refunded, as appropriate.

6. Wrong Product Delivered

If we send you a product that differs from the product you ordered, please contact us immediately.
Where the error is confirmed to have originated from Dekaki General Traders, we will arrange an appropriate resolution, which includes:
  • Collection of the incorrect product;
  • Delivery of the correct product;
  • Replacement; or
  • Refund.
    Customers will not incur return costs for an incorrect item supplied due to our error, subject to reasonable verification of the claim.

7. Defective or Faulty Products

If a product develops a fault, please contact us with your order number, product name, and description of the fault. Depending on the product and applicable warranty, the resolution will involve: Repair → Replacement → Refund.
The appropriate remedy will depend on the nature of the fault, product warranty, availability of replacement stock, and applicable law.
Where a manufacturer or authorised service centre provides the warranty for a product, customers may be referred to the relevant manufacturer or authorised service provider where appropriate.
 

8. Products With Manufacturer Warranties


Certain electronics, appliances, equipment and other products are covered by a manufacturer or supplier warranty. Where a manufacturer’s warranty applies, the warranty terms supplied with the product will apply in addition to any rights available to the customer under applicable law.
 

9. Products Not Eligible for Return


Certain products are excluded from change-of-mind returns. These include:
  • Personalised or customised products;
  • Products made or modified specifically for a customer;
  • Products that have been installed or assembled where removal affects their condition;
  • Products that have been used extensively;
  • Products damaged through misuse, negligence, accident or improper installation;
  • Software, licences, digital products or activation codes once accessed or activated;
  • Hygiene-sensitive or consumable products once opened or used.

10. Return Condition


Returned products must be in their original condition, include the original packaging, accessories, manuals, and original invoice or order details, and be reasonably protected during return transportation.
 

11. Return Shipping Costs


The responsibility for return delivery costs depends on the reason for the return.
  • Where Dekaki is responsible: If the product was incorrectly supplied, damaged before or during delivery due to our delivery arrangements, or confirmed to have a qualifying defect, Dekaki General Traders will arrange and cover the return transport costs.
  • Change-of-mind returns: Where a return is accepted because the customer has simply changed their mind, the customer is responsible for the return transportation costs. For bulky or specialized products, the return cost will be quoted explicitly before the return is approved.

12. How to Request a Return


To request a return, contact us via Phone (+254 711 511 713) or Email (info@dekaki.co.ke). Do not send a product back without first contacting us and receiving return instructions.
 

13. Return Assessment


Once a return request is received, Dekaki General Traders will assess whether the product is eligible for return under the terms stated above.
 

14. Refund Timeline and Payout Methods


Once a refund is approved following product inspection, the refund will be processed and issued back to the customer within 3 business days. All approved refunds will be paid directly via M-Pesa or Bank Transfer.

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