Maraba Return Policy


What are the conditions for returning an item?

ü  Requirement for a valid procedure

ü  Proof of purchase (order number, invoice, etc.)

ü  Reason for return has to be valid and return acceptance conditions met (check out below)

ü  Return method

ü  Refund method that you would like and the necessary information associated (bank account number, etc.)

ü  Return form returned with the product

Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

Once your product is retrieved we will perform a quality check. If the quality check determines that the malfunction/damage cannot be resolved by our partners/vendors, we will proceed to refund. This will happen within 14 days starting from when your return request was submitted. Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.


Conditions and reasons to return an item

You may want to return your item due to any of the following reasons:

X: Not Required | :  Required


Reasons for return

New Condition

Sealed Condition


Not damaged

Tags & Labels attached

Delivery – Wrong product

Quality – Damaged item




Quality – Defective



Delivery - Parts Missing



Website – Incorrect content

Item does not fit the customer

Customer - change of mind

Not as expected


Please see table below to know the reasons you can return an item for various categories:


Customer changed mind

Wrong item

Damaged item


Beauty & Cosmetics








Under wears & Swim wears




Mobile Phones







CD, Vinyl, DVD, Software



Consumables (Food)


Large & Bulky items


Shipped from abroad





Please note for the below items you can ONLY return on the spot with our rider or at the pickup station. Ensure to always check first before the rider leaves or at the pick-up station:

  •   Inner wear, swimsuits, gym wear, sleep wear.
  • Earphones, memory card, chargers, cable, flash/floppy disks, Bluetooth, hard drive, CD/DVD software, Vinyl
  • Books.
  • Perfumes.
  • Jewelry.
  • Beddings.
  • Health & Wellness.
  • Adult toys.




Bulky items

Kindly note that the below items cannot be returned if you change your mind. Item can only be returned if a wrong item was delivered or item is damaged.

Fitness Machines

Baby Cots & Strollers

Gas Cooker & Oven

Grill & Outdoor Entertainment

Desktops & Monitors

Mower & Outdoor Power Tools



Professional Video Cameras

Washing Machine & Dryer

Home Theatre



Air Conditioner, Heater & Hot water System

Musical Instruments

Fridge & Freezers

Tires & Wheels


Frequently Asked Questions

How do I return an item?

For any return request please contact our Customer Service Call Center on +254 768 491 983

How much time do I have to return a product to the Maraba Hub?

All items sold on Maraba Kenya, under certain conditions, can be returned within a period of 7 days from delivery date. Example: If you received your product on Friday 5th, you have until next Friday 12th to contact our Customer Service.

NOTE: You have 7 days to notify us of your return online or by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.


How do I send my product back to Maraba Kenya?

We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request. However if we're unable to get in touch with you, the item will have to be returned to Maraba at your own cost.


How do I track my return status?

We will keep you updated via email and SMS about the status of your return. For any inquiries contact our Customer Service on +254 768 491 983


Is my product under warranty?

Kindly contact our customer care on +254 768 491 983 for more information.


If my returned product is not validated for refund, how do I get informed?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Note that we will make two (2) attempts to return the product to you.
However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection.
If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law.


Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s) as per the requirements per category and reason for return (see the return table).


Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 7-day return period


What should I do if I want to exchange a product and it is either sold out or not available?

You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again.


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

Yes, any free gift must be also be returned.

Do I have to pay for shipping charges when I return a product?

There are no charges for shipping a product back to Maraba