Return window and condition
You may request a return within 7 days after delivery. Items must be unused and in their original packaging. Please contact us before sending an item back so we can confirm the next steps.
Incorrect or damaged items
If an item arrives damaged or is not the item you ordered, contact us within 7 days of delivery. KassyMall covers the return shipping for an incorrect or damaged item. Please include your order number and a description of the issue; photos can help us assess it.
Change-of-mind returns
For an eligible change-of-mind return, the customer is responsible for return shipping. The item must be unused and in its original packaging, and you must contact us before sending it back.
Request a return
If you have a customer account, you can request a return for an eligible delivered order from your account page. Sign in to your account. Requests must be submitted within 7 days of delivery. Guest customers can email sales@kassymall.com.ng or call/WhatsApp +254 769 173564 with their order number, the item, and the reason for the request.
Return requests are reviewed before an item is sent back. After the returned item is received, eligible online refunds are initiated through Paystack; pay-on-delivery refunds are recorded after payment is made outside the site. Refunds cover returned item prices only; delivery charges are not refundable.