Return Policy

We want you to love what you buy. If something isn’t right, you can return it — here’s how it works at Onty Kenya.

Return Window

You can return any item within 14 days of receiving or collecting your order. All items are eligible for return within this window.

Condition of Returned Items

To be accepted, returned items must be:

• Unused and in their original condition.
• In their original packaging, with any tags, labels, and accessories included.

We may decline or reduce a refund for items returned used, damaged (by no fault of ours), or outside the 14-day window.

How to Start a Return

Email us at hello@onty.co.ke with your order numberand the reason for the return. If an item is faulty or damaged, please attach a photo. We’ll reply with the next steps and where to send the item.

Return Delivery Costs

• For a change of mind, you cover the cost of returning the item to us.
• If the item is faulty, damaged, or the wrong item was sent, we cover the return cost.

Refunds & Exchanges

Once we receive and inspect your return, we’ll process your refund via M-Pesa to the number that paid — or arrange an exchange or store credit if you prefer — within 7 days. We’ll email you once it’s done.

• The original delivery fee is non-refundable, except when the item was faulty, damaged, or incorrect — in which case we refund it in full.
• Refund timing to your M-Pesa account may depend on Safaricom’s processing times.

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or not what you ordered, contact us within 14 days and we’ll make it right with a full refund (including delivery) or a replacement — at no extra cost to you.

Cancellations

If you change your mind before your order is dispatched, contact us as soon as possible and we’ll cancel it and refund you in full.

Contact Us

Need help with a return? Email us at hello@onty.co.ke.