Return Policy

This Returns & Refunds Policy applies to purchases made from Nairobi Safety Gear in Kenya.

Contact us

• Phone (Sales): +254706017210
• Email: sales@theworkwearstore.co.ke
• Shop Location: Nairobi Taveta Road, near Odeon, Nairobi, Kenya

1) Returns window

You may request a return or exchange within 4 days from the date you received the item (or the date of purchase for in-store pickup).

2) What items are eligible

We accept returns for defective and non-defective products if all conditions below are met:

• Item is NEW only (unused, unwashed, not altered)
• In original packaging where applicable (tags/labels intact)
• Includes proof of purchase (order number/receipt)
• Requested within the 4-day window

3) Items not eligible for return (for hygiene/safety)

To protect customers and comply with safety standards, we do not accept returns for:

• Items that are used, worn, washed, altered, or missing tags
• Personal Protective Equipment (PPE) or hygiene-sensitive items once opened/used (e.g., respirators/masks, innerwear)
• Clearance/final-sale items (if clearly marked at purchase)
• Customized/branded items (if applicable)

If an item is defective, we will still assist you as explained in Section 6.

4) How to return (methods)

Returns are accepted via:

• In-store return at our shop location, or
• Drop-off location (we will share the nearest drop-off instructions after you contact us)

Steps

1. Contact us within 4 days via phone/email with:

• Order number/receipt
• Item name/size
• Reason for return/exchange
• Photos (required for damaged/defective items)

1. We confirm eligibility and provide drop-off instructions (if not returning in-store).
2. Bring the item new/unused with proof of purchase.
3. We inspect the item and confirm approval.

5) Fees & return costs

• Restocking fee: No cost (KES 0).
• Return transport/drop-off costs:
• If the item is defective or incorrect (our error), we will guide you on the fastest resolution and we cover reasonable return costs where applicable.
• If the return is non-defective (change of mind/size), the customer covers any transport/drop-off costs.

(Keeping this clear is important for Google compliance.)

6) Defective, damaged, or wrong item received

If your item is defective, damaged, or you received the wrong item, contact us within 4 days and share clear photos.

After verification, we will offer an exchange or a refund, depending on availability and your preference.

7) Exchanges

We accept exchanges within 4 days if the item is eligible (new/unused).

If the requested size/model is unavailable, you may choose:

• Another item of equal value, or
• A refund (as per Section 8)

8) Refunds & processing time

• Approved refunds are processed within 4 days after we receive and inspect the returned item.
• Refunds are issued to the original payment method where possible. If not possible, we may use an alternative method agreed with you (e.g., M-Pesa/Bank transfer).

Note: Original delivery/shipping charges (if any) may not be refundable for non-defective returns.

9) Order cancellations

If you need to cancel, contact us as soon as possible.

If the order has already been dispatched or collected, it will be handled under this Returns Policy.

10) Policy updates

We may update this policy occasionally. The latest version will always appear on this page.