Patabay Return Policy
This policy applies to products purchased from Patabay and delivered or collected within Kenya.
Return window
We accept returns of defective and non-defective products, including change-of-mind returns, within 14 calendar days after delivery or collection.
Contact us within this period to request a return. After we provide return instructions, hand the item to the courier or bring it to our store within 7 calendar days. Delays caused by Patabay will not invalidate a timely return request.
Eligible returns and product condition
You may request a return if:
- You received the wrong product.
- The product arrived damaged, is defective, or does not match its description.
- You changed your mind or ordered an unsuitable product.
For change-of-mind returns, we accept new products and products opened or lightly tested to check their features and operation. They must be clean, complete, undamaged and free from signs of extended use. Include the original packaging, accessories, manuals and any promotional items supplied with the purchase.
For defective, incorrect or delivery-damaged products, opening the packaging or reasonably testing the product does not prevent a return. Missing or damaged packaging will not, by itself, disqualify these claims. Return all supplied components that you still have.
Damage caused after delivery by misuse, accidents, improper installation or unauthorised modifications is not covered as a product defect.
Damaged or incorrect deliveries
Please report visible delivery damage or an incorrect item as soon as possible, preferably within 3 days, and provide photographs if available. This helps us investigate with the courier. It does not shorten the 14-day return window.
How to arrange a return
- Call or WhatsApp 0711 477 775, or email patabaylimited@gmail.com.
- Provide your order number or other proof of purchase, the product and your reason for returning it. For faults or damage, describe the issue and include photographs or video where available.
- We will provide return instructions and confirm any transport arrangements.
- Package the product securely and retain your courier receipt or store return acknowledgement.
Returns can be brought to our store or sent by courier:
Patabay
Norwich Union, 4th Floor, Suite 14
Opposite Hilton Hotel, Nairobi CBD
Nairobi, Kenya
Contact us before sending an item so we can identify your return. For large appliances, contact us to coordinate suitable transport.
Before returning a phone, tablet or computer, back up your information, remove personal accounts and activation locks, and reset the device where possible. Tell us if a fault prevents you from doing this.
Return costs
| Reason or charge | Who pays? |
|---|---|
| Defective product, wrong item, delivery damage or product not matching its description | Patabay pays the return transport cost. The customer pays KSh 0. |
| Change of mind or customer ordered the wrong item | Customer pays the courier’s actual charge directly. The amount depends on location, size and weight. |
| Return brought to our store | No return handling charge. Customers cover their own travel expenses. |
| Restocking fee | None — KSh 0. |
| Refund administration fee | None — KSh 0. |
For a return caused by a product fault or Patabay’s error, we will arrange transport or reimburse the agreed courier charge against your receipt. Contact us before booking transport.
Exchanges
We accept exchanges under the same eligibility requirements and deadlines, subject to stock availability. If a replacement is unavailable, you may receive a refund. Any price difference for a different product will be agreed before the exchange.
Patabay pays replacement delivery costs for defective, incorrect or delivery-damaged products. For change-of-mind exchanges, customers pay return transport and any replacement delivery charge, which we will confirm before dispatch.
Inspection and refunds
We inspect returned items and explain whether the return meets this policy. Approved refunds will reach you within 14 calendar days after we receive the returned item, including inspection and payment processing.
If we decline a return, we will explain the reason and supporting findings. We will agree any arrangements and costs for returning the item to you before sending it.
Read our Refund Policy for refund amounts and payment methods.
Warranty claims
After the return window, contact us about any applicable warranty. Warranty coverage is separate from this return policy. This policy does not limit your rights under applicable Kenyan consumer law.