Refund and Returns Policy


You can initiate a return within 15 days after delivery /collection for Eligible reasons or Change of mind:

  • Eligible reasons – wrong, damaged, defective, incomplete, wrong-size, and counterfeit items can be returned (Ensure items are reported within the shortest time possible to facilitate an easy return process).
  • “Change of mind”- You can return items if you change your mind but refunds will only be processed if the package seal is still intact and if the product is in no way tampered with.
    When returning an item, ensure all seals, tags and accessories are left intact and item is in its original packaging.
  • If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.
  • Events and Tickets are not eligible for return. Therefore, before confirmation and check out be sure.

All card refunds are immediately credited to your Belex account and you can spend this amount on any shop on Belex. Please note that you can request a refund back to your card at any time by contacting Belex through our channels. We will process your request within 72 working hours. Once this is done, It will take at least 3-5 days more for the refund to reflect in your card statement

  • Orders delivered through Kenya Postal Service will not be eligible for return for change of mind.

The list of product categories listed hereinbelow cannot be returned because of change of mind:

  • Grocery products
  • Supermarket products
  • Books and stationery
  • Lingerie, intimates, underwear and nightwear
  • Drugs and nutrition supplements
  • Hygiene and personal care products
  • Feet and nail care
  • Manicure and pedicure sets
  • Hair care products
  • Bedding
  • Makeup and skin care products
  • Games, office and business software
  • Wedding hair and accessories.