Refunds and Return Policy

At Graab.co.ke, we strive to provide a seamless and satisfying shopping experience. We understand that situations may arise where you need to return a product or seek a refund. Please review our policy below for a clear understanding of our guidelines.

Order Cancellation

All orders placed with us can be canceled, provided they have not been shipped. If you wish to change or cancel an order that has been paid for, please reach out to us within 4 hours of placing your order. Once the packaging and shipping process has commenced, we regret that cancellations cannot be accommodated.

Refunds

We are committed to offering a 100% money-back guarantee on products that are defective or sustain damage during shipping. If you receive a defective or damaged item, please notify us promptly, and we will guide you through the return process. You may choose either a replacement or a refund, according to your preference.

In cases where you are unsatisfied with your order for reasons other than product defects, please contact our support team, and we will make every effort to assist you in resolving any issues.

Return Shipping Costs

Please note that customers are responsible for covering the return shipping costs. We kindly request that you ensure the safe and secure return of the item(s) to our designated return address.

Refund Exclusions

We do not issue refunds in the following situations:

• If your order fails to arrive due to factors within your control (e.g., providing an incorrect shipping address).
• If the refund request is submitted after the guaranteed period for delivery (15 days) has expired. You may submit refund requests within 15 days after this guaranteed period by sending a message through our Contact Us page.

For any further inquiries or to initiate a return or refund, please don't hesitate to contact our customer support team. We are here to assist you and ensure your satisfaction.

Thank you for choosing Graab.co.ke.