Returns & Refunds

Inspect before you pay

When cash/M-Pesa is due on delivery, you can inspect the item with the rider before paying. If it isn't as described, you can refuse it on the spot — no return process needed.

7-day returns

If you paid online, or want to return an item after accepting delivery, you have 7 days from the delivery date to request a return. To be eligible, the item must be unused, undamaged, and in its original packaging with all accessories included.

How to start a return

Contact us with your order number and the reason for the return — call/WhatsApp 0716880870 or email info@relacmall.online. We'll arrange collection or a drop-off point, and confirm the outcome once the item is checked.

Refunds

Once we've received and checked the returned item, refunds are issued to the original payment method (M-Pesa or card) or as store credit, whichever you prefer, typically within 3–5 business days. Delivery fees are non-refundable unless the return is due to our error (wrong or faulty item).

What isn't covered

• Change-of-mind returns after the 7-day window.
• Items damaged after delivery, or missing their original packaging/accessories.
• Hygiene-sensitive items where the seal has been broken, where applicable.

Genuine-product guarantee

Every item is checked before it leaves us. If something is not genuine as described, it's covered under this policy regardless of the 7-day window.