Return & Refund Policy

1. When Can You Return an Item?

You may return an item if:

- You received the wrong product
- The item is damaged, defective, or not as described
- The item is missing parts or accessories

2. Conditions for a Valid Return

Returns are accepted within 7 days of delivery, and the following conditions must be met:

- The item must be unused, in its original packaging, and in resalable condition
- All tags, accessories, manuals, and freebies (if any) must be included

The following items are non-returnable unless faulty or delivered in error:

- Perishable goods (e.g. food items)
- Innerwear and undergarments
- Personal care and hygiene products
- Custom-made or personalized items

3. How to Request a Return

Select the order and click "Request Return"

Fill in the required details

Our team will review your request and provide return instructions

4. Refunds

After we receive and inspect the returned item:

A refund will be issued to your original payment method or as Salibay Wallet credit, depending on your choice

Refunds are processed within 24 to 72 hours after approval

Please note: Delivery fees are non-refundable unless the return is due to our error

5. Exchanges

If you prefer a replacement for a damaged or incorrect item, you can request an exchange during the return process

Exchanges are subject to product availability

6. Need Help?

Our Customer Care team is available to assist you:

Phone/WhatsApp: +254 740 729596

Live Chat: Available at www.salibay.com

Thank you for shopping with Salibay. Your satisfaction is our top priority.