Returns Policy

1. Return window

You may request a return for eligible items within 7 days of delivery. Requests made after this window may not be accepted unless the item is defective and covered under a manufacturer or seller warranty where applicable.

2. Eligible returns

To qualify for a standard return:

• The item is unused and in original sellable condition.
• Original packaging, tags, accessories, and manuals are included.
• You provide proof of purchase (Tilinah order reference).
• The item is not listed as non-returnable.

3. Damaged, wrong, or defective items

If you receive a damaged, incorrect, incomplete, or defective item, contact us within 48 hours of delivery. Please include:

• Order reference
• Product name
• Clear photos or a short video of the issue
• A brief description of the problem

Approved cases may be resolved by replacement, store credit, or refund, depending on stock and the nature of the issue.

4. Non-returnable items

For hygiene, safety, and product nature, some items generally cannot be returned once opened or used, including:

• Personal care and intimate products
• Underwear, socks, and similar worn items (unless faulty/unopened as sold)
• Perishable goods
• Digital products, gift cards, or downloadable items
• Customized or made-to-order products

If a non-returnable item arrives defective or incorrect, we will still assist you.

5. How to request a return

1. Go to our Contact page or email info@tilinahenterprises.co.ke.
2. Share your order reference, item name, and reason for return.
3. Wait for approval and return instructions from Tilinah customer care.
4. Pack the item securely and send it back as instructed.

Do not return items without confirmation — unapproved returns may be rejected.

6. Refunds & exchanges

After we receive and inspect the returned item:

• Approved refunds are processed to the original payment method where possible (including M-Pesa where applicable).
• Exchanges depend on available stock of the same or agreed alternative item.
• Refund timelines may vary depending on the payment provider.

Delivery fees are generally non-refundable unless the return is due to our error (wrong, damaged, or defective item).