Return & Refund
At Generator Shop Kenya, we want you to have a great shopping experience. However, if you need to return something, this policy explains how returns and refunds work.
Return Period & Conditions
You can return most items within 10 days of delivery. Items from our Official Store must also be returned within 10 days. After this period, we unfortunately cannot accept any returns, no matter the reason.
You may return an item for the following reasons:
| Reason for Return | Applies To |
|---|---|
| Changed your mind | Not accepted if item matches what you ordered |
| Item fits, but not as expected | Clothing and shoes only |
| Item arrived broken or defective | All product categories |
| Packaging was damaged | All product categories |
| Item has missing parts or accessories | All product categories |
| Item appears used or expired | All except software |
| Item looks fake or unauthentic | All product categories |
| Received wrong item / color / size / model | All product categories |
Refunds
If your return is approved or if your item was not delivered, we aim to refund your purchase price within 3 days of receiving the returned item.
If the item was incorrect, defective, or damaged, we’ll also refund the delivery cost.
If the return is due to your preference (e.g., wrong size or changed mind), the delivery fee will not be refunded.
You’ll receive an email once we’ve received and inspected your return, confirming if your refund is approved.
Items That Cannot Be Returned
Some items cannot be returned, especially for health and hygiene reasons, or if they spoil quickly. These include:
Personal care products (unless wrong, damaged, or fake)
Customized or personalized items (e.g., with names, engravings)
Used, worn, or damaged items after delivery (unless damaged through normal use during the return period)
Also, some products (e.g., clothing, fitness gear, consumables) cannot be returned just because they stop working after use. If a product has a warranty, you should follow the warranty process instead.
How to Return Items
When returning an item:
Make sure it’s in the original condition, with all tags, labels, and packaging included.
For example, shoes should be returned in their original box.
Do not include any other items in the package.
Remove any personal data or accounts linked to the product.
Generator Shop is not responsible for any personal data left in returned items or items added by mistake.
No Exchange Policy
We don’t offer exchanges. If you want a different size or color, please:
Return the item you don’t want.
Place a new order for the one you prefer.
Rejected Returns & Item Forfeiture
We inspect all returned items. If your return is not approved, you won’t get a refund, and we’ll try to redeliver the item twice within 7 business days.
If both delivery attempts fail:
We’ll notify you and hold the item for more than 30 days.
If you don’t collect it within that time, the item will become our property, and we may donate, recycle, or discard it.
