Thank you for shopping with Wins Appliances. We want you to be completely satisfied with your purchase. If you are not satisfied, we’re here to help with refunds, returns, or exchanges in line with the policy below.

Return Window

Our refund and returns policy lasts 30 days from the date of delivery. If more than 30 days have passed, unfortunately we cannot offer a full refund or exchange.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused, in the same condition that you received it, and in the original packaging.
  • You must provide a valid receipt or proof of purchase.
  • The product must not fall into the list of non-returnable items below.

Non-Returnable Items

Some products cannot be returned for hygiene, safety, or regulatory reasons, including:

  • Perishable goods such as food items.
  • Intimate, sanitary, or personal care products.
  • Hazardous materials, flammable liquids, or gases.
  • Digital/downloadable products (e.g., software, e-books).
  • Gift cards and vouchers.
  • Health and personal care items that have been opened.

Partial Refunds

In certain cases, only partial refunds may be granted:

  • Any book, CD, DVD, video game, or software that has been opened or shows signs of use.
  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
  • Any item returned more than 30 days after delivery.

Refunds Process

Once your return is received and inspected, we will notify you via email or phone call. We will also inform you whether your refund is approved or rejected.

  • If approved, your refund will be processed and issued to your original method of payment (e.g., mobile money, credit/debit card, or bank transfer) within 7–14 working days.
  • If rejected, we will provide an explanation and arrange to return the product to you.

Late or Missing Refunds

If you have not received your refund within 14 working days after approval:

  1. Check your bank or mobile money account again.
  2. Contact your payment provider (e.g., bank or mobile money operator) as processing times may vary.
  3. If you have done all of this and still have not received your refund, please contact us at [email protected] or call 0796561081.

Sale Items

Only regular-priced items may be refunded. Sale or discounted items cannot be refunded unless they are defective or damaged.

Exchanges

We replace items only if they are defective or damaged. If you need to exchange an item for the same product, contact us at [email protected] and return the item to:

  • Wins Appliances
  • Nairobi, Kenya

Gifts

If the item was marked as a gift during purchase and shipped directly to you, you may receive a gift credit for the value of the return. Once the returned item is received, a gift voucher will be emailed to you.

If the item was not marked as a gift, or if the order was shipped to the gift giver, we will refund the gift giver directly.

Shipping Returns

To return your product, please send it to our returns address (provided upon contacting our support team).

  • You will be responsible for paying your own shipping costs when returning an item, unless the return is due to our error (e.g., wrong item or defective product).
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if paid by Wins Appliances) will be deducted from your refund.
  • For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without proof of delivery.

Need Help?

If you have any questions about refunds, returns, or exchanges, please contact us:

Last updated: September 2025