Returns & Refunds

1. Return Eligibility

Items can be returned within 7 days of delivery if they meet the following criteria:

• The item is defective or damaged upon arrival.
• The item received is different from what was ordered.
• The item is in its original, unopened packaging (for change of mind, where applicable).

2. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned, including:

• Innerwear and swimwear.
• Beauty and personal care products.
• Perishable goods (food, flowers).
• Digital software or gift cards.

3. Return Process

To initiate a return, go to your 'Order History' on the Sorted dashboard and click on 'Return Item'. Our team will review your request and schedule a pickup if approved.

4. Refund Methods

Once your return is inspected and approved, we will process your refund via the original payment method or Sorted Store Credit:

• M-PESA: 24-48 hours.
• Bank Transfer: 3-5 business days.
• Store Credit: Instant.