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Return Policy

Konga offers a 7 day return window for items that meet the requirements for return. Please contact us via any of our contact channels within seven days of delivery and we will ensure you get resolution

Return Instructions

STEP 1:

Send a Complaint

Also include pictures of the product that was delivered to [email protected] as a means of evidence.

STEP 2:

Return after Authorization

Once your claim is validated, we will provide information on the most suitable means of getting the item from you.

STEP 3:

Track Return Status

We will send you a return waybill number, this will enable you to track the status of your return.

STEP 4:

Get Resolution

Upon our confirmation of the receipt of the item by the Seller, Konga will assist only by notifying the Seller to resolve the matter as its sole responsibility without any further obligation on Konga.

Items not eligible for Returns

Products that have been altered from their original or opened by an authorized personnel without permission.
Product with tampered or missing serial Universal Product Code numbers (UPC).
Perishable goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher.
Products damaged due to misuse.
Products in beauty, health and personal care category.
Jewellery, innerwear, bed sheets, lingerie and socks.
Books and CDs

Frequently Asked Questions (FAQs)

How do I request to return an item?

Please call us on 0708 063 5700 / 0809 460 5555 or send an email to [email protected] You can also chat us on Whatsapp (08094605555) or Livechat on the webpage.

Can I return if my item is outside the warranty period?

No, you will be required to refer the item to the service centre. Kindly contact us

How do I return an item?

After your claim has been validated (after sending a video clip or picture of the item delivered), a return would be authorized for the item to be returned at the closest Konga store or Kxpress centre to you.

Once retrieval is initiated, what happens next?

Our delivery agent will call you to schedule a retrieval. There will be 2 attempts made to retrieve the item. If unsuccessful, you will be required to return to any of our store closest to you.

Can my item be retrieved?

Yes. A retrieval can be approved only for validated complaints of wrong, damaged, product standard and incomplete items.

Can my warranty be voided?

Yes, a warranty is voided once an item within the warranty period is opened or referred to a technician(s) not affiliated to the manufacturer.

I initiated a return but have not gotten a response and its over 48 hours, what do I do?

Please contact us

Do I have to return the gift when I return a product?

Yes, any free gift must also be returned.

How do I track my return status?

We will keep you updated by email and SMS about the status of your return. You may also track your return using the return tracking number you received when the item was dropped off.

Once return of my package is done, how long will it take to be refunded?

Depending on the complaint, a refund would be made to your Konga wallet immediately return is confirmed or refund will be made after claim on defect is validated

Can I return my item after the stated returns timeline?

You will not be able to return after 7 days but if it is faulty, it may be covered under warranty and a return can be authorized for the item to be referred to the service centre by an after-sales support team.

Why was my item redelivered to me instead of a refund?

Returned items will be redelivered to you if we cannot validate your reason for returning it. For example, a phone returned for not charging will be tested extensively and if the claim is not validated, (phone charges properly) the item will be taken to our closest store for you to pick up

How long do I have to request for return?

You can request a return within 7 days for all eligible items if:

  • You receive a wrong, damaged, defective, product standard/quality or incomplete item.
  • You change your mind, with the exception of underwear, adult toys, groceries, perfumes, cosmetics, hair extensions and jewelry.

Note that for changed mind, the return has to be authorized by the seller

When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.

Requirements for Returns

REASONS FOR RETURN DESCRIPTION TAGS/LABELS ATTACHED ORIGINAL PACKAGING COMPLETE ACCESSORIES & FREE GIFTS NEW CONDITION NOT DAMAGED
Changed mind request Product unused, (this applies to products in fashion category only).
Wrong Items Products delivered differently from what was displayed on the website, the return will be authorized after validation and once the item is returned, item cost and shipping fee will be refunded.
Incomplete Item Product delivered is partial from what was displayed on the website. A return will be authorized after validation if the item cannot be completed. Once the item is returned, the item cost and shipping fee will be refunded.
Defective Items Product delivered has manufacturers defects was delivered dead on arrival, return will be authorized after validation.
Damaged (in transit) Product has visible damage, return will be authorized after validation. Complaint must be laid within 24 hours.
Product Standard Product delivered not working up to specification, cannot perform specified functions, return will be authorized after validation.