Exchange policy

We want every piece to arrive right. If it doesn't, each eligible item on your order has one genuine exchange opportunity. We do not offer returns or refunds for change of mind.

Check your order on delivery

Please open and check your order when it arrives. Exchange requests must be made on the day your order is delivered (by 11:59 pm Nairobi time), from your account, with clear photos or a short video of the problem.

What qualifies

• The wrong item or size was sent
• The item is defective or does not work
• The item was damaged in transit
• The item is materially different from its description or photos
• Clothing that does not fit, where the item is unworn, unwashed and has its tags

What does not qualify

• Anything not reported on the day of delivery. Please check your item when it arrives.
• Items marked "not eligible for exchange" on the product page
• Damage caused after delivery, including fitting or installation errors
• Personal Shopper items, unless we sent something other than what you approved

How it works

• Open the order in your account and choose Request exchange next to the item.
• Tell us what is wrong and add photos or video.
• We review within 2 working days. We may ask for more information.
• If approved, we arrange collection of the original item and send the replacement or an equivalent item of equal value.
• Each item can be exchanged once. A replacement item cannot be exchanged again.

If an exchange is not possible

If the same item is no longer available, we offer an equivalent item of equal value or credit for a future order. Where the law requires a refund, for example if an item cannot be supplied at all, we will return your payment to the M-Pesa number you paid from.

Questions

Email issue@rokenscollection.com or WhatsApp 0757 129 941. Nothing in this policy takes away rights you have under Kenyan law, including the Consumer Protection Act, 2012.