Returns & Store Credit

1. Return Eligibility

To qualify for a return, the following conditions must be met:

2. Non-Returnable Items

The following categories are not eligible for return:

These exclusions apply to voluntary returns only. They do not remove any remedy available to you under applicable Kenyan law where goods are defective, unsafe, materially misdescribed, incorrect, or not supplied.

3. How to Initiate a Return

1. Contact us within 14 days of delivery at info@bewama.com or +254 755 200 100. Include your order number, the item(s) you wish to return, and the reason for the return.
2. Receive a Return Authorisation (RA) from our team. Returns sent without an RA may not be accepted.
3. Pack the items securely in their original packaging and include a copy of your order confirmation.
4. Return the items to our Nairobi warehouse (address provided with RA) or arrange collection for large/bulk items. Return shipping costs are at the customer's expense unless the return is due to our error or a defective product.
5. Inspection: Once we receive the items, we will inspect them within 3 business days and notify you of the outcome.

4. Bewama Store Credit

We do not offer cash refunds for voluntary returns. Once an eligible return passes inspection:

• Credit equal to the approved product value is added to your Bewama customer account.
• Use it toward any other eligible Bewama product. If the new item costs more, you pay the difference.
• If the new item costs less, the unused credit remains available for a future purchase.
• Original delivery charges are not included unless the return resulted from a Bewama error.
• Where an item is returned with packaging damage or missing parts, the credit may be reduced by the resulting loss in value.

5. Damaged or Defective Goods

If your order arrives damaged, defective, unsafe, materially different from its description, or incorrect, please notify us as soon as possible—ideally within 48 hours of delivery—and include photographs of the item and packaging. Bewama will cover reasonable return costs where we are at fault and will first offer a suitable replacement or, where you prefer another product, Bewama Store Credit. This policy does not limit remedies available under Kenyan law, including a refund where the law requires one.

6. Order Cancellations

Orders may be cancelled free of charge before they are dispatched; the cancelled product value will be placed in your Bewama Store Credit balance for another purchase, except where a refund is required by law. Once dispatched, the standard return process applies. To cancel, contact us immediately at info@bewama.com or +254 755 200 100.

Quote-based orders that have entered production or sourcing may incur a cancellation fee to cover committed costs. This will be communicated to you before the order is confirmed.

7. Your Statutory Rights

This policy adds a voluntary return option and does not exclude, restrict, or replace rights and remedies that cannot lawfully be waived under the Constitution of Kenya, the Consumer Protection Act, the Competition Act, or other applicable law. Where the law entitles you to a refund, repair, replacement, compensation, or another remedy, that entitlement takes priority over the store-credit terms above.

8. Contact Us