Shipping @ refund policy

Returns and Refunds

Overview Refund Policy Return Policy Timelines

Kulmart returns & refunds policy



You have up to 7 days for eligible items to make a return request after your order has been delivered. 


Place the item in its original packaging, including any accessories, tags, labels or freebies.

DROP OFF THE ITEMS at your nearest kulmart branch

Place the item(s) in their original packaging with all accessories and drop off your item(s) or schedule a pick-up with one of our agent


Once we receive your returned item, we will inspect it and process your refund within 10 business days via voucher or bank transfer depending on your selected option as filed on the return Form



  1. What are the conditions for returning an item?


7 days’ free returns policy, subject to Terms and conditions.


Requirement for a valid procedure

Proof of purchase – the document handed over to you together with the product, on delivery.

Original packaging – the manufacturer packaging

Any free promotional items – gifts or accessories delivered with the purchased item

Valid return reason – please refer to the section below for the details


Please Note:

We do not accept returns for items below. For such purchases, please inspect the item carefully upon delivery and if necessary reject it on the spot:

Fresh foods i.e vegetables & fruits

Innerwear, swimsuits, gym wear, sleep wear

Perfumes, jewelry, health & wellness products, adult toys

Products shipped from overseas

For missing items and damaged products especially broken screens please check with our riders during delivery and return on the spot.

  1. How do I return an item/ What happens once I have returned an item?


For any return request please visit  link download the return form. Fill all fields, attach it to the item together with the copy of your receipt and drop item at your nearest KULMART branch or pick up station where you picked the item.


What happens once I have returned an item?

  • We will perform a careful quality check.
  • If the claim is valid we will refund you according to your requested refund method.
  • The process may take up to 7 days from when your return request was submitted.
  • If the claim is invalid the item will be sent back to you.
  • We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be

       denied the right to return items, place pay-on-delivery orders or even shop in Kulmart in the                      future.


  1. How much time do I have to return a product to Kulmart?

All items sold on Kulmart under certain conditions, can be returned within a period of 7 days from delivery date.

Example: If I received my product on Monday 7th, I have until next Tuesday 15th to return item


NOTE: You have 7 working days to notify us of your return by calling Customer Service, or visit your nearest Kulmart branch or agent from the day you received your purchase. For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty. Read more about warranty below



Kulmart works with the best suppliers and vendors to provide the best and affordable products to its customers.

At times, things go wrong with these products. Luckily, our brands are committed to our customers as much as we are. They show that commitment through warranties.

Warranty ensures that if anything goes wrong, that is not the customer’s fault, your product can be repaired or replaced. Warranty is available on select brands and products, as displayed on the product page.

How do I know if my product has a warranty?

On the product page, on the right of the product, there is a field for warranty.

If the product has a warranty, this field will be filled with the duration as shown below.

How can I activate my warranty ?

If you notify Kulmart within 7 days after Delivery, your product may still be returnable without using the warranty. Check our Return policy for detailed information.

If more than 7 days pass since delivery and the product has a warranty:

please contact the service center listed indicated on your product warranty card or contact Kulmart and we will provide you with the details.

If more than 7 days passed since delivery and the product has no warranty:

unfortunately, you will have to make arrangements and repair the item without Kulmart’s involvement.

How do I go about servicing my product?

Please send the product(s) directly to the respective Service Center stated on the warranty card or given to you by Kulmart. For a prompt warranty claim kindly include all the accessories, and information included in packaging.

Where are the service centers?
Please note we have both Vendors and Manufacturer’s warranty. Ensure to take your items to the referred service center communicated by Kulmart

In case you still cannot find your service Center, feel free to reach out to us at Contacts and we'll be more than happy to assist you.



If my product is within warranty duration, do I need to pay for repairs?

If your product Warranty is valid, it typically offers protection against defects in workmanship, related to mechanical or electrical systems, and materials. In such cases, you don't have to worry about the repairing cost - our partners will cover it.

However, warranties do not cover damage to products caused by accident, misuse and abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear, and/or failure to follow the product’s maintenance advice provided in the user’s manual or warranty card.

For more details, please refer to your Warranty Card for the services and parts that are covered by your Warranty. Any services fees and parts costs that are not covered by Warranty will be repaired/replaced at a cost.

If my product is out of warranty duration, do I need to pay for repairs?

You drop it to service center near you


  1. If my returned product is not validated for refund, how do I get informed?


If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

"Note that we will make two (2) attempts to return the product to you at no cost. However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law"


  1. I received something I didn't order. What now?


On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within (7) seven days (with seal not broken).



  1. Do I have to return all products in my order?


No, you do not have to return your entire order. You can return certain product(s).


  1. Can I return my items after the timeline to return has expired?


Sorry, returns are not possible after the (7) days return period. For any inquiries contact our Customer Service Call Center at 0701373737 or click on the following link and fill the form. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.


  1. What should I do if I want to exchange a product and it is either sold out or not available?


You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again. For any inquiries contact our Customer Service Call Center at 0701373737, you can also reach us on WhatsApp 0701373737


  1. Do I have to return the free gift when I return a product?


Yes, any free gift must be also be returned.


  1. Do I have to pay for shipping charges when I return a product?


There are no charges for shipping a product back to Kulmart


  1. What is the "Global Shipping" return policy?

For items flagged as “Global shipping”, returns are only accepted for the below reasons:



Defective Item

Item is damaged upon delivery or not according to manufacturer’s specification

Wrong Item

If you received an item different from what you ordered.








  • What are products with GLOBAL SHIPMENT and how do I identify them on the website?

Global products are sent by Sellers located outside Kenya.

They are flagged on product pages on the top right corner as “Kulmart Global

What payment method can I use to buy products shipped from overseas?

You can pay for your "Shipped from Overseas" items using; Mpesa, credit & Debit Cards

Note: We do not accept Cash on Delivery for Global items.


  • What if I want to cancel my Global Product?

Orders cannot be cancelled once payment is confirmed.



  • When will I receive my Global item exactly?


The delivery time is 14- 34 days.

Once your order is dispatched by the seller, you will receive an email to confirm that your package is on its way. On “My orders” page you can access your order status and tracking number.


  • What happen if I did not receive my product within the estimated delivery time?


In case your item has not yet reached you within the estimated delivery time displayed on the product page, please call or WhatsApp 0701373737  or  between 8am and 8pm on weekdays and 9am to 3pm on weekends and public holidays for clarification on your order.


  • What if I have a missing item in my package?


We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What's in the box) have been delivered.