Return Policy

A message to our customers about the Coronavirus.

Update: We are open

Our website, distribution centers and customer service are open and operational.

In these uncertain times, the safety and well-being of our customers and employees remain our top priority.

As the Coronavirus (COVID-19) continues to affect our communities, we want to share some immediate steps we have taken to help keep our customers and employees safe and healthy.

Like many others, our teams are closely following guidelines from the CDC, WHO, MOH and other local and national health organizations. We continue to receive the most up to date information and we have taken the following actions to date:

We're monitoring our distribution centers to ensure all the right cleaning supplies are always stocked and used to it's full capacity.
Increased frequency of sanitation and cleaning of all our distribution centers and especially in high traffic areas.
All employees have been recommended to take precautionary health measures, including frequent hand washing and sanitation, staying home when sick, social distancing, and pausing all non-essential travel.
Thank you for being a loyal customer and we hope you and your families are safe and healthy.


Thank you for shopping at Reggies Stores online, where we add value to your shopping experience. However, if you would like to return a product due to imperfection or any other relevant issue, simply read and understand the following Return Policies which are subject to the Terms and Conditions for the use of our website and platform.

Returnable Goods
  • Wrongfully delivered items
  • Defective/ Faulty Products
  • All other products eligible for return under Reggies Stores policies.
Non-returnable Goods
  • All types of underwear, Lingerie, Swimsuits
  • Perfumes and cosmetics
  • Personal care products
  • Hair and Beauty Products
  • Electronics and related accessories
  • All items that have passed more than 5 working days since the delivery date.

We are more than happy to ensure that your shopping experience with us is always an enriching one. Please make sure that the following conditions have been met in order to have a successful return/ exchange.


1. The item(s) to be returned falls under one of the returnable goods category.
2. The items are returned within 5 working days of the date shown on the delivery confirmation receipt.
3. Items must be in new and original condition as purchased, with all labels/stickers attached and in the original packaging.
4. The item(s) shows no sign of wear or tear.
5. The payment Invoice must be provided as proof of purchase.

FOR ITEMS THAT PASS THE QUALITY CHECK CONTROL AND MEET THE RETURN CONDITIONS, REGGIES STORES WILL:
  • Repair;

Reggies Stores will have the faulty/ defective items repaired by our suppliers within 12-21 working days from the date of return. In the event that repair cannot be achieved within this period, Reggies Stores will notify you of the delay.


  • Replace;

Reggies Stores customer service agents will be happy to help you replace all the items that cannot be repaired/ fixed by our suppliers within 12-21 working days. This is subject to the Supplier’s terms and conditions relating to the particular product.


  • Refund; Vouchers-

Subject to the Terms and Conditions, Reggies Stores will reward you with a shopping voucher that will allow you to shop for other items on Reggies Stores's website.


  • Cash Refunds

Cash refunds will only be processed in the event that items purchased are not delivered within the delivery times and conditions as indicated in our shipping policy.

  • Mobile money/ Credit card refund-
We will use similar modes of payment to process the refunds.

We will endeavor to process all refunds within 10 working days. Kindly contact our customer care department to confirm that the refund request has been approved. Please note that subject to any other terms and conditions affecting the product, Reggies Stores will refund full amount paid.


  • RETURNS CHARGES

All returns will be charged ksh 249 within Nairobi, kshs 399 outside Nairobi and kshs 1550 for returns from Lokichoggio, Kakuma and Lodwar. Any excess weight above 5kgs will be charged ksh 49 per Kg. Reggies Stores customer care will communicate the instructions for making payment for items to be returned.


  • CUSTOMER CARE:
 
Phone: +254 743 619 062 / +254 736 729 227
Hours of operation: Mon-Fri (7.30am-8.30pm), Sat-Sun (09.00am-08.00pm)
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