Return & Refund Policy

This Return & Refund Policy explains when a product may be returned, how customers can request a return, and how approved refunds, replacements, or exchanges are handled.

1. Return window

Customers may request a return of an eligible item within 7 calendar days from the date the order is delivered, unless a different period is clearly stated on the product page.

2. Eligible returns

A return request may be accepted where:

• the wrong item was delivered;
• the item arrived damaged or defective;
• the item is materially different from the product description shown on the website; or
• the customer wishes to return an unopened and unused item in original condition, subject to inspection and approval.

3. Condition for accepted returns

To be eligible for return, the item should, where reasonably applicable:

• be unused or only reasonably inspected;
• be returned in its original packaging;
• include manuals, accessories, free gifts, and all parts delivered with the item; and
• be accompanied by proof of purchase, such as an order number, receipt, or confirmed phone number used for the order.

4. Non-returnable or restricted items

Unless the item was delivered damaged, defective, or incorrect, we may refuse returns for:

• items damaged through misuse, abuse, accidental damage, improper installation, or unauthorized repair;
• items missing serial labels, accessories, or major packaging components;
• special-order, clearance, final-sale, or expressly non-returnable items where this was stated before purchase; and
• opened or used products that cannot reasonably be resold or safely reissued.

5. Reporting damaged, defective, or incorrect items

If an order arrives damaged, defective, incomplete, or incorrect, please contact Nofba as soon as possible and ideally within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

• the order number or phone number used for the order;
• the product name;
• a short description of the issue; and
• clear photos or video where available.

6. How to request a return

1. Contact us using the details at the bottom of this page or via the Contact page.
2. Share your order details and reason for return.
3. Wait for return instructions before sending or handing over the item.
4. Make the item available for collection or return as instructed by Nofba.

7. Return shipping or collection costs

• If the return is due to our error, or because the item is defective, damaged on arrival, or incorrect, Nofba will cover reasonable return or collection arrangements.
• If the return is requested for an eligible change-of-mind return, the customer may bear the return transport or pickup cost unless Nofba states otherwise.

8. Refunds

Once a returned item is received or inspected, Nofba will confirm whether the refund, replacement, repair, or exchange has been approved.

• Approved refunds are generally processed within 3 to 7 business days after approval, though bank or payment provider processing times may vary.
• Refunds are issued to the original payment method where reasonably possible.
• For Pay on Delivery orders, refunds may be sent through a verified method agreed with the customer, such as a registered mobile money number.
• Delivery charges are refunded only where the return results from our error or a verified product issue, unless otherwise required by law.

9. Exchanges and replacements

Where stock is available, Nofba may offer a replacement or exchange instead of a refund. If a replacement item differs in price, any difference will be communicated before the exchange is completed.

10. Relationship with warranty

Some items may also carry a manufacturer or supplier warranty. Such warranties are separate from this return policy and may be subject to the manufacturer’s own terms.

11. Policy updates

Nofba may update this Return & Refund Policy from time to time. The latest version posted on this page will apply.

Contact us

If you have any questions about this policy, please contact us:

• Email: support@nofba.co.ke
• Phone: 0799 177 061
• Address: Taveta Road, Nairobi