Returns & Replacements

Easy Process. Fast Resolution. Your Satisfaction Guaranteed.

Last Updated: December 26, 2025

At Hula Market, we stand behind every product. If you're not completely satisfied with your purchase, we make returns and replacements simple and hassle-free. Most items can be returned within 30 days in original condition for a full refund or replacement.

1. Return Eligibility

A. Eligible Items

Items can be returned if they meet the following criteria:

Purchased within the last 30 days from delivery date
In original, unused condition with all tags attached
Complete with original packaging, documentation, and accessories
No signs of wear, use, damage, or alteration
Not personalized or made-to-order items (unless defective)
Purchased directly from Hula Market (not third-party sellers, generally)

B. Non-Returnable Items

The following items cannot be returned:

Digital products, software, or e-books (once downloaded or activated)
Items marked as Final Sale at purchase
Perishable goods, food, or beverages
Underwear, intimate apparel, or swimwear (for hygiene reasons)
Items purchased more than 30 days ago
Customized, engraved, or personalized items
Items with damage caused by customer misuse or neglect

C. Defective or Damaged Items

Items with manufacturing defects or damage from shipping are returnable regardless of condition, with photographic evidence. Contact support immediately if you receive a damaged item.

2. Step-by-Step Return Process

Request Return/Replacement

Initiate a return or replacement request within 30 days of delivery via your account or contact support.

Generate Return Label

We'll provide a prepaid return shipping label (for eligible returns). Download and print it or have it sent to your email.

Pack and Ship

Securely pack your item with original packaging. Drop off at any courier partner location with your return label.

Item Inspection

Once received, we inspect the item (typically 2-3 business days). Quality check determines approval and refund/replacement.

Refund/Replacement

Approved returns: refund issued to original payment method. Replacements: new item shipped immediately.

3. Refund and Replacement Timeline

A. Refund Timeline

Day 1-2: Submit return request through your account or contact support
Day 2-3: Receive prepaid return shipping label via email
Day 3-10: Ship item back to Hula Market (you can drop off or arrange pickup)
Day 10-15: Item arrives at our warehouse and is inspected
Day 15-20: Refund approved and issued to original payment method
Day 20-25: Refund appears in your account (may vary by bank)

B. Replacement Timeline

Replacement items ship immediately upon request (2-5 business days)
Original item return shipping is prepaid
No charge for replacement or return shipping
Items shipped via Express Shipping for faster delivery

4. Return Shipping and Costs

A. Free Return Shipping

Hula Market covers return shipping costs for:

Defective or damaged items
Items not as described
Wrong item shipped
Most standard purchases (items under KES 10,000)

B. Customer-Paid Return Shipping

Return shipping costs are the customer's responsibility for:

Change of mind or personal preference returns
Items that don't fit (clothing, shoes)
High-value items over KES 50,000
Items with signs of use or wear

5. How You'll Receive Your Refund

Original Payment Method

Refunds are always returned to your original payment method:

Credit/Debit Card: 5-10 business days (appears as credit to your card account)
Mobile Money (M-Pesa, Airtel): 1-2 business days
Bank Transfer: 3-5 business days
Hula Market Wallet: Instant (available for future purchases)

Refund Deductions

For items returned with signs of use or damage, we may deduct 10-30% of the item value from your refund. Severely damaged items may result in a lower refund or rejection. Full explanations provided with every deduction.

6. Replacement Options

A. Same Item Replacement

For defective or damaged items, we'll replace with the exact same item at no cost. New item ships immediately via Express shipping.

B. Different Size or Color

For clothing and items available in different sizes/colors, we'll ship the alternative at no additional cost. Original item returns covered.

C. Alternative Item

If the original item is out of stock, choose a replacement item of equal or greater value. Price difference (if higher) is on you; we refund any credit balance.

7. Special Circumstances

A. Expired Return Window

Items returned after 30 days are generally non-returnable. However, defective items with proof of purchase may be eligible for warranty claims. Contact support@hulamarket.co.ke with photos and your order number.

B. Missing Components

If original packaging is missing but the item is unused, we may still accept the return with a deduction for missing components (typically 5-15% of item value).

C. International Purchases

Return policies for international purchases may differ due to customs and shipping complexities. Contact support for specific guidance.

8. Need Help With Your Return?

Contact Our Returns Team:

Email: returns@hulamarket.co.ke

Phone: +254 (0) 700-RETURN-1 (+254 700-738-8761)

Hours: Monday-Saturday 8:00 AM - 8:00 PM EAT

We aim to respond to all return inquiries within 24 business hours. Track your return and receive updates via email.