• Refund policy

Refund policy

Returns and Refund Policy

At Salibay Kenya Limited, we want customers to receive the correct products in good condition. This policy explains when a return may be requested, the conditions that apply, and how eligible refunds and exchanges are handled.

Last updated: 30 July 2026

1. When an item may be returned

You may request a return if:

  • You received the wrong product.
  • The item arrived damaged or defective.
  • The item is materially different from its description on Salibay.
  • The item is missing parts, accessories, or components included in the order.

2. Return period

Eligible return requests must be submitted within 7 days from the date of delivery.

Requests submitted after the return period may not be accepted unless required under applicable consumer protection laws or approved by Salibay due to exceptional circumstances.

3. Conditions for a valid return

To qualify for a return, the product must:

  • Be unused, unless use was reasonably necessary to identify a defect.
  • Be returned in its original packaging where available.
  • Include all tags, accessories, manuals, warranty cards, and promotional items supplied with it.
  • Be in substantially the same condition in which it was received.
  • Be accompanied by the order number or other proof of purchase.

Salibay may request photographs, videos, packaging images, delivery labels, or other evidence before approving a return.

4. Non-returnable products

The following products are generally not eligible for return unless they were defective, damaged, incorrectly delivered, or otherwise eligible under applicable law:

  • Perishable goods, including food products.
  • Innerwear, undergarments, and intimate apparel.
  • Opened personal-care, beauty, or hygiene products.
  • Custom-made, personalised, or made-to-order products.
  • Digital products, activated licences, or downloadable items.
  • Products damaged through misuse, negligence, or improper handling.
  • Products returned without essential accessories, parts, or packaging.

5. How to request a return

To request a return:

  1. Contact Salibay customer support within the applicable return period.
  2. Provide your order number, full name, registered phone number, and the reason for the return.
  3. Submit clear photographs or video evidence where requested.
  4. Wait for Salibay to review the request and provide return instructions.
  5. Return the product only after receiving approval and instructions from Salibay.

Do not send a product to Salibay, a vendor, or a courier without prior approval, as this may delay or affect the return assessment.

6. Return inspection

Returned products will be inspected after they are received.

The inspection may confirm:

  • Whether the correct product was returned.
  • Whether the reported defect or damage is present.
  • Whether the product meets the return conditions.
  • Whether all required accessories, packaging, and documentation are included.

Salibay may reject a return if the product does not meet the conditions in this policy or if the reported issue cannot be verified.

7. Refunds

Once a return has been approved and inspected, Salibay will confirm the applicable resolution.

An approved refund may be issued through:

  • The original payment method.
  • M-Pesa or bank transfer, where appropriate.
  • Salibay store credit, where agreed with the customer.

Approved refunds are generally initiated within 24 to 72 hours after approval. The time required for the funds to appear may depend on the bank, mobile-money provider, card issuer, or payment processor.

Delivery charges are not normally refundable unless the return resulted from a Salibay or vendor error, including delivery of a wrong, damaged, defective, or materially misdescribed product.

8. Exchanges and replacements

A customer may request an exchange or replacement for an eligible damaged, defective, or incorrect product.

Exchanges and replacements are subject to product availability. Where a suitable replacement is unavailable, Salibay may offer a refund or store credit.

9. Return delivery costs

Where the return is caused by an incorrect, damaged, defective, or materially misdescribed product, Salibay will determine the appropriate return arrangement.

Where the return is approved for another reason not caused by Salibay or the supplying vendor, the customer may be responsible for the return delivery cost.

The applicable return arrangement will be communicated before the product is sent back.

10. Marketplace products

Some products sold through Salibay are supplied by independent marketplace vendors.

Salibay remains the primary customer support contact for orders placed through www.salibay.com and will coordinate eligible return, replacement, and refund requests with the relevant vendor.

11. Damaged packages and missing items

If a package arrives visibly damaged, or if an item or accessory is missing, contact Salibay as soon as possible and provide:

  • Your order number.
  • Clear photographs of the package.
  • Photographs of the delivery label.
  • Photographs or video showing the product and reported issue.

Keep the packaging, product, accessories, and documents until the claim has been reviewed.

12. Contact Salibay

For return, refund, or exchange assistance, contact:

Salibay Kenya Limited
7th Floor, St Ellys House
Wabera Street, Opposite City Hall
Nairobi, Kenya

Include your order number and registered telephone number when contacting us about an existing order.