Refunds, Returns & Exchanges

Effective Date: 25/02/2026

At Hefty Mart, we strive to ensure you are satisfied with every purchase. This policy outlines the conditions under which refunds, returns, and exchanges are accepted for orders delivered within Mombasa and the surrounding areas.

1. Eligibility for Returns

You may request a return if:

• The item delivered is incorrect
• The item is damaged or defective upon delivery
• The item is missing parts or accessories
• The item does not match the description on our website

Requests must be made within 24 hours of delivery.

2. Non-Returnable Items

The following items are generally not eligible for return or exchange unless defective:

• Perishable goods (fresh food, produce, dairy, etc.)
• Personal care and hygiene products
• Opened or used items
• Items damaged after delivery
• Items marked as “Final Sale.”

3. Condition of Returned Items

To qualify for a return:

• Items must be unused and in original condition
• Original packaging, labels, and seals must be intact
• Proof of purchase (order number or receipt) must be provided

4. Exchanges

We offer exchanges for:

• Wrong items delivered
• Defective or damaged items
• Size or variant issues (where applicable)

Exchanges are subject to product availability. If the replacement item is unavailable, a refund will be issued.

5. Refunds

Approved refunds will be processed as follows:

• Mobile Money (e.g., M-Pesa): Refunded to the original number
• Card Payments: Refunded to the original payment method
• Cash on Delivery: Refund issued via mobile money or bank transfer

Refunds are typically processed within 3–7 business days after approval.

Delivery fees are non-refundable.

6. Return Process

To request a return, exchange, or refund:

1. Contact our customer support within 24 hours of delivery
2. Provide your order number and reason for the request
3. Share photos if the item is damaged or incorrect
4. Our team will arrange pickup or advise on the next steps

7. Failed or Refused Returns

Returns may be declined if:

• The request is made after the allowed period
• The item shows signs of use or damage by the customer
• The product does not meet return conditions

In such cases, the item may be returned to the customer at their cost.

8. Cancellations

• Orders may be cancelled before dispatch for a full refund
• Orders already dispatched may be treated as returns

9. Contact for Returns & Refunds

For assistance, contact:

Hefty Mart
Mombasa, Kenya
Phone: 0722 000 000
Email: hefty [at] hefty.co.ke