Returns & Refunds Policy
At Bwonjo, we want you to be confident when purchasing from us. This Returns & Refunds Policy explains when an item may be returned, exchanged or refunded and how to contact us if there is a problem with your order.
This policy applies to purchases made through Bwonjo.co.ke and directly from Bwonjo in Kenya.
Nothing in this policy limits any rights or remedies available to a consumer under applicable Kenyan law.
7-Day Return Period
You may request a voluntary return within 7 calendar days after receiving your order, provided the product meets the eligibility requirements below.
For a change-of-mind return, the product must generally be:
- Unused
- Unactivated, where activation applies
- In its original condition
- In the original packaging
- Complete with all supplied accessories, manuals, cables, inserts and promotional items
- Accompanied by proof of purchase
- Free from damage, scratches, dents, marks or other signs of use
The return request must be made within the 7-day period.
Approval of a voluntary return is subject to inspection of the returned product.
Opened or Used Electronics
Because Bwonjo sells electronics and technology products, an item that has been opened, activated, registered, configured or used may no longer qualify for a change-of-mind return.
Examples include products where:
- A smartphone, tablet, computer, smartwatch or other device has been activated
- A user account has been registered or linked to the device
- Manufacturer seals have been removed or broken
- Protective films intended to remain intact before purchase have been removed
- The product shows signs of installation, configuration or use
- Software, digital services or included activation codes have been redeemed
This restriction applies to change-of-mind returns and does not remove your rights where a product is defective, incorrectly supplied, misrepresented or otherwise subject to a remedy under applicable law.
Defective Products
If you receive a product that appears to be defective, contact Bwonjo as soon as reasonably possible after discovering the issue.
Depending on the circumstances, product condition, nature of the fault, applicable warranty and your legal rights, the appropriate remedy may include:
- Inspection and troubleshooting
- Repair
- Replacement
- Exchange
- Refund
We may need to inspect or test the product before confirming the appropriate remedy.
A product will not automatically be considered defective where the issue results from accidental damage, misuse, unauthorized modification, incorrect installation, external damage or another cause not attributable to the product as supplied.
Wrong Product Received
If Bwonjo sends you a product different from the product you ordered, contact us as soon as possible.
Where we confirm that the wrong item was supplied by Bwonjo, we will arrange an appropriate correction, which may include:
- Collection or return of the incorrect item
- Delivery of the correct item
- Exchange
- Refund where appropriate
Bwonjo will bear reasonable return and redelivery costs where the error was ours.
The incorrectly supplied product should be kept in substantially the same condition in which it was received while the matter is being resolved.
Damaged Items on Delivery
Please inspect your package and product as soon as reasonably possible after delivery.
If an item arrives physically damaged, contact us promptly and, where possible, provide:
- Your order details
- Photographs or video showing the damage
- Photographs of the packaging
- The shipping or courier label
- A description of the problem
Please retain the product, packaging and included accessories until we advise you on the next step.
Where the damage occurred before or during delivery to you, we will investigate and provide the appropriate remedy.
Missing Items or Accessories
If an order arrives with an item or included accessory missing, contact us as soon as possible.
We may verify:
- The contents supplied by the manufacturer
- The product listing
- Dispatch records
- Package contents
- Courier information
If we confirm that an item that should have been included was omitted, we will arrange an appropriate remedy.
Change-of-Mind Returns
Where there is nothing wrong with the product but you simply change your mind, you may request a return within the 7-day return period.
The item must satisfy the eligibility requirements in this policy.
For an approved change-of-mind return:
- The customer is responsible for reasonable return delivery or courier costs
- The original delivery charge is generally not refundable where the original delivery service was successfully completed
- The item must reach Bwonjo safely and in eligible condition
- A refund is processed only after the returned item has been received and inspected
We recommend using a trackable and suitably insured delivery method when returning a valuable item.
Items That Cannot Normally Be Returned for Change of Mind
Unless the product is defective, incorrectly supplied, misrepresented or another legal remedy applies, the following may not qualify for a voluntary change-of-mind return:
- Products that have been used or activated
- Products with broken manufacturer seals
- Products that have been physically damaged after delivery
- Products with missing packaging, accessories or components
- Products altered, modified or repaired without authorization
- Digital products, software licences or activation codes that have been redeemed
- Personalized or specially ordered products obtained specifically for the customer
- Products that cannot reasonably be resold as new because of their condition
- Hygiene-sensitive products that have been opened or used, where resale would be inappropriate for health or hygiene reasons
A product being listed above does not prevent a customer from seeking an appropriate remedy for a genuine defect or other issue protected by applicable law.
Earphones, Earbuds and Other Hygiene-Sensitive Products
In-ear headphones, earbuds and similar products that come into direct contact with the ear may only be returned for change of mind if they remain unopened and unused.
If such a product is defective, the normal defective-product process still applies.
Special Orders
A product specifically sourced, configured or ordered for an individual customer may not qualify for a voluntary change-of-mind return once Bwonjo has committed to sourcing or supplying that product.
We will make this clear where an order is being treated as a special order.
This does not affect applicable rights relating to defective, incorrectly supplied or misrepresented goods.
Return Condition
A customer returning a product should include all items originally supplied with it, including where applicable:
- Original box and internal packaging
- Charger
- Charging cable
- Adapters
- Manuals
- Accessories
- Promotional items supplied as part of the purchase
- Warranty documentation
Please remove personal accounts, passwords and personal information from eligible devices before returning them where reasonably possible.
Customers should back up important information before returning a device. Bwonjo cannot guarantee preservation of data during inspection, repair, replacement or reset procedures.
Proof of Purchase
We may request reasonable proof of purchase before processing a return, warranty claim, exchange or refund.
Acceptable proof may include:
- Bwonjo order confirmation
- Receipt or invoice
- Transaction confirmation
- Other records reasonably identifying the Bwonjo purchase
How to Request a Return
To request a return, exchange or refund, contact Bwonjo with:
- Your name
- Telephone number
- Order or invoice details
- Product name
- Reason for the return
- Photographs or video where relevant
Phone: +254 713 569 755
Email: shopbwonjo@gmail.com
We will review the request and provide instructions for returning or presenting the product for inspection.
Please do not send a product using an unapproved method before receiving return instructions where doing so could make the shipment difficult to identify or receive.
Return Delivery Costs
Where Bwonjo Supplied the Wrong, Defective or Damaged Product
Where a return is required because Bwonjo supplied an incorrect product or because the product is confirmed to have arrived defective or damaged through no fault of the customer, Bwonjo will cover reasonable return delivery costs or arrange collection where appropriate.
Change of Mind
For an approved change-of-mind return, the customer is responsible for the cost and safe transportation of the product back to Bwonjo.
Any applicable return arrangements or costs will be communicated before the return is sent.
Inspection of Returned Products
Returned products may be inspected before a replacement, exchange or refund is approved.
Inspection may include checking:
- Product identity and serial number
- Physical condition
- Accessories and packaging
- Activation status
- Signs of liquid, impact or accidental damage
- Signs of unauthorized repair or modification
- Reported defect
- Warranty status where relevant
We will not reject a legitimate statutory claim merely because packaging has been opened where opening the packaging was reasonably necessary to discover a defect or other problem with the product.
Refunds
Where a refund is approved, Bwonjo will refund the amount properly due after the returned product has been received and any necessary inspection has been completed.
Approved refunds will generally be processed within 7 business days after approval.
Where practicable, a refund will be made using the original payment method. Where that is not possible or another method is agreed, we may issue the refund through an alternative appropriate method such as M-Pesa or bank transfer.
After Bwonjo processes a refund, the time taken for the funds to appear may depend on the bank, payment provider or financial institution involved.
Refund Amount
An approved full refund may include the purchase price paid for the returned product.
The original delivery charge may also be refunded where the return results from an error attributable to Bwonjo or where required by applicable law.
For an ordinary change-of-mind return where the original delivery was successfully completed, the original delivery fee is generally not refundable.
Any deduction or adjustment will be clearly explained before the refund is finalized.
Exchanges
Where eligible and stock is available, you may request an exchange instead of a refund.
If the replacement product costs more than the returned product, the customer will pay the difference.
If an agreed replacement costs less, the applicable balance will be refunded or otherwise resolved as agreed.
An exchange remains subject to product availability.
Warranty Claims
A return because a product develops a fault after use may fall under the applicable product warranty rather than the voluntary 7-day change-of-mind return period.
Different products may have different manufacturer, distributor, regional or Bwonjo warranty arrangements.
Warranty claims will be handled according to the applicable Bwonjo Warranty Policy, the warranty supplied with the product and applicable Kenyan law.
A separate Warranty Policy is available on Bwonjo.co.ke.
Accidental Damage and Misuse
Unless covered by an applicable warranty or protection arrangement, returns or warranty claims may not cover problems caused by circumstances such as:
- Drops or impact damage
- Cracked displays
- Liquid damage beyond the product’s rated protection
- Improper electrical supply or charging
- Misuse
- Negligence
- Unauthorized repairs
- Unauthorized modifications
- Improper installation
- Damage caused by incompatible third-party accessories
- Normal wear and tear
Each claim will be considered according to the circumstances and applicable consumer rights.
Delivery-Related Returns
Delivery arrangements, courier services and delivery times are governed by our Delivery & Shipping Policy:
View the Bwonjo Delivery & Shipping Policy
Consumer Rights
Bwonjo is committed to supplying products that are accurately represented and of reasonable quality.
Nothing in this policy is intended to exclude, restrict or replace rights or remedies that cannot lawfully be excluded under Kenyan consumer-protection law.
Where a product is defective, unsafe, unsuitable, materially different from what was represented or otherwise gives rise to a legal remedy, Bwonjo will assess the matter and provide the appropriate resolution in accordance with applicable law.
Contact Bwonjo
For returns, refunds, exchanges, defective products or questions about this policy, contact:
Bwonjo
Phone: +254 713 569 755
Email: shopbwonjo@gmail.com
Website: Bwonjo.co.ke
Providing your order details when contacting us will help us resolve your request more efficiently.
Policy Updates
Bwonjo may update this Returns & Refunds Policy from time to time to reflect changes in our products, operations, customer-service processes or applicable requirements.
The version published on Bwonjo.co.ke will be the current version.
Bwonjo Information & Policies
For more information about shopping with Bwonjo, please see:
Last updated: 26 September 2026