Overview
At Certus Enterprise (a trading name of Certus Holdings LTD), we want you to be completely satisfied with every purchase. This policy explains your rights under the Consumer Protection Act (Kenya, 2012) and applicable international consumer protection standards.
Standard Return Window: 7 days from the date of delivery for most items.
Eligible for Return
You may return an item within 7 calendar days of delivery if:
- The item is defective, damaged, or faulty on arrival.
- The item does not match the product description on our website.
- You received the wrong item.
- The item is unused, in original packaging and condition.
For electronics and high-value items, the window extends to 14 days for manufacturing defects.
Non-Returnable Items
- Perishable goods (food, flowers, newspapers).
- Digital downloads or software with broken seals.
- Personalised or custom-made items.
- Intimate or sanitary goods (hygiene reasons).
- Items purchased on final sale or marked non-returnable.
- Items damaged due to misuse or normal wear and tear.
How to Return
1
Contact Us — Email
certusenterprise25@gmail.com or WhatsApp
+254799080182 within your return window. Include your order ref, photos, and reason.
2
Approval — We review within 2 business days and send a return authorisation if approved.
3
Ship the Item — Return in original packaging. We cover return shipping for defective/wrong items; customer bears cost for change-of-mind returns.
4
Refund — After inspection, refund is processed within 5–10 business days.
Refund Methods
- M-Pesa / Airtel Money: Reversed within 3–5 business days.
- Card / Paystack: Refunded to original card within 5–10 business days.
- PayPal: Returned to PayPal account within 3–5 business days.
- Pesapal: Reversed via Pesapal within 7 business days.
Delivery fees are non-refundable unless the return is due to our error (wrong or defective item).
Your Legal Rights (Kenya)
Under the Consumer Protection Act (No. 46 of 2012) of Kenya, you are entitled to products that are safe, of acceptable quality, and fit for purpose. We fully comply with all seller obligations under this Act.
Last updated: March 2026 · Certus Holdings LTD
