Returns & Refunds

1. Who you are buying from

When you place an order you are buying from the individual store that lists the item, not from KenyLink. That store is the seller and is responsible for fulfilling your order, handling returns, and issuing refunds. KenyLink provides the technology the store runs on.

This policy sets the baseline rights that apply across stores powered by KenyLink. An individual store may offer terms that are more generous, but it cannot offer less than the law requires where you are protected by consumer law.

2. Your 14-day right to cancel (UK & EU)

If you are a consumer in the UK or EU buying online, you have the right to cancel most orders within 14 days without giving a reason, under the Consumer Contracts Regulations 2013 (UK) and the Consumer Rights Directive (EU).

The 14-day cancellation period runs from the day you (or someone you nominate) receive the goods. For a service, it runs from the day the contract is made.

To cancel, tell the store within the 14 days — through your account, by replying to your order confirmation, or using the store’s contact details. You do not need a special form, but making the request in writing gives you a record.

After cancelling, you must send the goods back without undue delay and within 14 days. You are responsible for the cost of return postage unless the store says otherwise or the item is faulty.

3. Exceptions to the cancellation right

Some items are excluded from the 14-day cancellation right, including: perishable goods (such as fresh or frozen food); items that were sealed for health or hygiene reasons and have been unsealed; goods made to your specification or clearly personalised; and digital content you have started to download or stream after agreeing to immediate access.

Many stores on KenyLink sell food and perishable products. For those items the cancellation right may not apply, but your rights if an item is faulty, damaged, or not as described are unaffected (see section 5).

4. Refunds

Where you cancel a non-faulty order under the 14-day right, the store will refund the price you paid plus the standard (least expensive) delivery cost, within 14 days of receiving the goods back or of your proof that you sent them back.

Refunds are made using the same payment method you used to pay, unless you agree otherwise. The store may reduce the refund to reflect any loss in value caused by handling the goods beyond what is necessary to check them.

For faulty, damaged, or misdescribed items you are entitled to a full refund including original delivery, and the store also covers the cost of returning the item.

5. Faulty, damaged, or wrong items

Under the Consumer Rights Act 2015 (UK) and equivalent EU law, goods must be as described, fit for purpose, and of satisfactory quality. If an item is faulty, damaged in transit, or not what you ordered, contact the store as soon as you can.

If you report a fault within 30 days you are generally entitled to a full refund. After that you may be entitled to a repair, replacement, or partial refund. These rights are in addition to, and not replaced by, the 14-day cancellation right above.

6. How to make a return or claim

Start from your order in your account, or reply to your order confirmation email, and tell the store what you want to return and why. The store will confirm the return address and next steps.

Keep proof of postage until your refund or replacement has been processed. If you have a problem you cannot resolve with a store, contact KenyLink support and we will help where we can.