Return Policy

PemaGroceries has a return goods policy in accordance with the Consumer Protection Law in Kenya

No Returns on Change of Mind Please choose carefully as refunds are not provided if you have simply changed your mind, you have made a wrong selection or found a cheaper item elsewhere.

7 Day Return Policy is applicable on defective items based on manufacturer return policies. For further information not listed, please contact PemaGroceries.

All products returned must be 100% complete; and contain all original manufacturer boxes with the original UPC code and packing materials including all manuals, blank warranty cards, accessories and any other documentation included with the original shipment.
Courier charges on returned items are the customer’s responsibility. 

PemaGroceries may match the shipping method and pay for shipping on replacement or exchange item(s). For your protection, we strongly recommend you fully insure your return shipment in case of loss or damage. Please use a carrier that is able to provide you with proof of delivery.

If you receive damaged merchandise, it is expected that upon inspection you will reject the delivery and hand the package back to the couriers. If you accept the package, make sure it is noted on the carrier’s delivery record in order for PemaGroceries to file a damage claim.
It is expected that you will save the merchandise and the original box and packing it arrived in, notify PemaGroceries immediately to arrange for a carrier inspection and a pickup of damaged merchandise. 

If you do not notify PemaGroceries of damaged goods within the first 7 days of arrival, no claim for return and/or compensation will be issued. Defective items must be returned directly to PemaGroceries within 7 days from the receipt date, PemaGroceries has sole discretion to issue credit, replacement, exchange or repair.

Non Defective returns may be accepted by PemaGroceries at its sole discretion and on terms that PemaGroceries seems fit.

PemaGroceries will not accept any returns without proof of the purchases, hence recommends customers to keep a copy of receipt as proof of purchase.

Need help?

Contact us at for questions related to refunds and returns.

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