Refunds & Returns Policy

Our promise

If something goes wrong with your order, we will make it right — that's the standard we hold ourselves to. This policy explains exactly what to expect, in line with the Consumer Protection Act, 2012.

1. Digital products (data bundles, airtime, minutes/SMS)

• Top-up not delivered? If a paid top-up hasn't landed on the nominated line within 30 minutes, contact support with your order code. We'll trace it with Safaricom and either complete delivery or refund you in full.
• Wrong number entered? A top-up delivered to the number you nominated at checkout cannot be reversed once Safaricom has applied it — please double-check the number before paying. If you spot the mistake before delivery, contact us immediately and we'll try to stop it.
• Once a bundle has been consumed, it is not refundable.

2. Devices (phones and accessories)

• 7-day return window: physical devices may be returned within 7 days of delivery/collection if they are faulty, not as described, or damaged in transit. The device must be in its original packaging with all accessories.
• Change of mind: unopened devices may be returned within 7 days for a refund, less any direct costs we've incurred (e.g. delivery).
• Manufacturer warranty: faults arising after 7 days are handled under the manufacturer's warranty where one applies. We'll help you through the claim.
• Physical damage, liquid damage or unauthorised repairs are not covered.

3. How refunds are paid

Refunds are made via M-Pesa to the number that paid (buy-goods reversal), or where that's not possible, via bank transfer arranged with you. Approved refunds are processed within 3 working days; M-Pesa reversals usually reflect immediately once actioned.

4. Cancelled orders

You can cancel an order any time before payment at no cost. After payment, cancellation follows the refund rules above.

5. How to start

Send us a message from the support page with your order code (starts with GCN-) and what went wrong, call 254700000000, or pass by Nairobi, Kenya (Mon – Sat, 8:00 AM – 7:00 PM). Keep your M-Pesa confirmation message — it makes everything faster.