Return & Refund Policy
Last Updated: September 26, 2026
Your satisfaction is our priority. This Return & Refund Policy explains your rights and our process for returns, refunds, and exchanges at JFLIX Kenya.
1 Our Commitment
At JFLIX Kenya, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free return and refund process in accordance with the terms outlined below. This policy is designed to comply with Kenya's Consumer Protection Act and gives you peace of mind when shopping with us.
2 Return Eligibility Window
Standard Returns
Returns must be initiated within 7 days of receiving your order.
Damaged/Defective Items
Report within 24 hours of delivery for immediate replacement.
Wrong Item Sent
Report within 48 hours and we'll cover return shipping.
Exchanges
Allowed within 7 days for different size, color, or model.
3 Conditions for Returns
To be eligible for a return, your item must meet the following conditions:
- Product must be unused and in the same condition you received it
- Must be in the original packaging with all tags, labels, and accessories intact
- Original receipt or proof of purchase must be provided
- Product must not show signs of use, damage, or tampering
- All seals, shrink wrap, or protective covers must be intact (for electronics)
4 Non-Returnable Items
For health, hygiene, and safety reasons, the following items cannot be returned:
5 How to Initiate a Return
Contact Us
Reach out via WhatsApp (+254 795 346660) or email (returns@jflixkenya.com) within the eligibility window. Provide your order number and reason for return.
Get Approval
Our team will review your request and issue a Return Authorization (RA) number within 24 hours if approved.
Pack the Item
Securely package the item in its original packaging with all accessories. Include the RA number and proof of purchase.
Ship It Back
Drop off at our shop (Ashwhite House Shop B7, Nairobi) or send via courier. Return shipping costs are the customer's responsibility unless the error was ours.
Receive Your Refund/Exchange
Once we receive and inspect the item, we'll process your refund or ship your exchange within 3-5 business days.
6 Refund Methods & Timelines
Approved refunds will be processed using the original payment method:
| Payment Method | Refund Timeline |
|---|---|
| M-Pesa | 1-3 business days |
| Credit/Debit Card | 5-10 business days |
| Bank Transfer | 3-7 business days |
| Cash on Delivery | M-Pesa refund within 1-3 business days |
| Store Credit | Immediate (with 5% bonus) |
7 Exchange Policy
Prefer a different size, color, or model? We offer exchanges within 7 days of delivery:
- Exchange item must be unused and in original packaging
- If the new item costs more, you pay the difference
- If the new item costs less, we issue a store credit for the difference
- Exchange shipping costs are the customer's responsibility
- Only one exchange per order is allowed
8 Shipping Costs for Returns
We Cover Shipping When:
Wrong item sent, defective product, or damaged in transit
You Cover Shipping When:
Change of mind, wrong size ordered, or buyer's remorse
Original shipping fees are non-refundable unless the return is due to our error.
9 Late or Missing Refunds
If you haven't received your refund within the stated timeline:
- First, check your M-Pesa statement or bank account again
- Contact your bank or M-Pesa provider — processing times may vary
- If still missing, contact us at returns@jflixkenya.com with your order number
10 Consumer Rights
This policy is in addition to your statutory rights under the Kenya Consumer Protection Act (2012). Nothing in this policy limits your legal rights as a consumer. If you believe your rights have been violated, you may contact the Competition Authority of Kenya (CAK) for assistance.
11 Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our platform after changes constitutes acceptance of the modified policy.
Need Help With a Return?
Our customer service team is ready to assist you with any return, refund, or exchange inquiry: