At Salibay, your satisfaction is our top priority. That’s why we’ve made our returns and exchanges process simple and stress-free. Whether something arrived damaged, not as expected, or you're just unsure how to return an item this guide will walk you through everything you need to know.
1. When Can You Return an Item?
We accept returns if:
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You received the wrong product
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The item is damaged, defective, or not as described
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Your order is missing parts or accessories
If any of the above applies, we’re here to make it right.
2. Conditions for a Valid Return
To qualify for a return, please make sure:
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The return is requested within 7 days of delivery
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The item is unused, in its original packaging, and in resalable condition
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All tags, manuals, accessories, and freebies (if applicable) are included
Non-Returnable Items
(Some items can't be returned unless they're faulty or delivered in error):
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Perishable goods (e.g. food)
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Innerwear and undergarments
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Personal care and hygiene products
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Custom-made or personalized items
3. How to Request a Return
Follow these easy steps to request a return:
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Log in to your Salibay account
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Go to “Order History”
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Select the item and click “Request Return”
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Fill in the required details
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Our team will review your request and send you return instructions
We’ll guide you every step of the way.
4. Refunds – What to Expect
Once we receive and inspect your returned item:
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A refund will be issued to your original payment method or as Salibay Wallet credit, based on your preference
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Refunds are processed within 24 to 72 hours after approval
Note: Delivery fees are non-refundable unless the return was due to our error.
5. Need an Exchange Instead?
Prefer a replacement instead of a refund? No problem.
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You can request an exchange during the return process
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Exchanges are subject to product availability
We’ll do our best to get you the right item quickly.
6. Need Help? We’re Here for You
Our friendly Customer Care team is always ready to assist:
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Phone/WhatsApp: +254 740 729596
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Live Chat: Available on www.salibay.com
We’re committed to making every order a great experience. If something’s not right, we’ll fix it quickly and fairly. Because at Salibay, you matter most.