Last Updated: May 2026
At JajaMart, we want our customers to shop with confidence. If something is wrong with your order, we are here to help and will do our best to resolve the issue fairly.
Return Eligibility
You may request a return if:
- You received the wrong product
- The product arrived damaged
- The product is defective
- The product is significantly different from the description on our website
- An item is missing from your order
To request a return, please contact us as soon as possible after receiving your order.
Return Period
Return requests should be made within 7 days after receiving the product.
Items returned after this period may not be accepted unless the issue is covered by a valid warranty or approved by our customer support team.
Condition of Returned Items
To qualify for a return, the product should be:
- Unused, where possible
- In its original packaging
- Complete with all accessories, manuals, parts, and labels
- Not damaged due to misuse, poor handling, or customer negligence
We may not accept returns for items that have been used, damaged after delivery, altered, or returned without original accessories.
Non-Returnable Items
Some products may not be eligible for return due to hygiene, safety, or usage reasons. These may include personal care items, opened consumables, customized products, or items clearly marked as non-returnable.
Refunds
Once we receive and inspect the returned item, we will inform you whether your refund has been approved.
Approved refunds may be processed through the original payment method, M-Pesa, store credit, or another agreed method.
Refund processing time may vary depending on the payment provider or bank.
Exchanges
If the product is defective, damaged, or incorrect, we may offer a replacement instead of a refund where stock is available.
If the same item is unavailable, we may offer an alternative product, store credit, or a refund.
Delivery Fees for Returns
If the return is caused by our mistake, such as sending the wrong item or a damaged product, JajaMart may cover the return delivery cost.
If the return is due to a customer changing their mind, ordering the wrong item, or providing incorrect details, the customer may be responsible for return delivery charges.
How to Request a Return
To request a return, contact us with:
- Your full name
- Order number, if available
- Phone number used during purchase
- Reason for return
- Clear photos or videos of the product, if damaged or defective
Contact Us
For returns, refunds, or exchange support, contact JajaMart:
Email: jajamartke@gmail.com
Phone/WhatsApp: +254 780147369
Website: https://www.jajamart.co.ke