Return Policy Page

How TMX Duka Delivers Products:

TMX Duka ensures safe and swift deliveries for all orders across Kenya. We however have different timings and charges for Nairobi orders vs. orders from the rest of Kenya.

Customer Ordering from Within Nairobi

Delivery Time: 3-6hrs (if order was placed before 11am) | 1-2 Days (if order was placed after 11am)

Delivery charges: Flat fee of Ksh 250

Customer Ordering from Rest of Kenya

Delivery Time: 1-3 days depending on county

Delivery charges: Flat fee of Ksh 350 for 1 kg and below.

                            See way bill rate card for weighted cargo above 1lk.

Returns & Exchanges

Returns & exchanges with us are easy & free! We are happy to refund or exchange your products based on the below criteria.

How does our return work?


Examine the product before signing its delivery note. If the item is damaged or not as described then you may hand it back to the delivery agent for return or exchange


Contact us on +25476 771 499 or after which will send a delivery agent to your doorstep to initiate the return or exchange.


Place the item in its original packaging, including any accessories, tags, labels or freebies and give it back to the delivery agent.


Once we receive your returned item, we will inspect it and process your refund via mpesa or bank transfer. Refunds take 24 hours after initiation.



We give a 48-hour grace period within which the customer can return or exchange a product in case it is faulty or not as described. Food, Beverages & Household Supplies do not qualify for the returns.


After the 48-hour grace period, TMX Duka facilitates communication between the buyer and the respective seller for further assistance.


Returns & exchanges can only happen if the product in question:

  • Does not meet the description stated by the seller on TMX Duka
  • Is faulty, damaged or not in working condition.


For a successful return & refund or exchange to occur, the product must be in the same condition they were delivered in. Place the item in its original packaging, including any accessories, manuals, tags or freebies it may have come with.

Frequently Asked Questions on RETURN POLICY:

  • Can I return product immediately on delivery?

You can return the product for a refund or an exchange immediately on receiving your original order. You can ONLY return the product if the product is a wrong product or damaged one.

You cannot cancel the product if you change your mind. DO NOT SIGN the delivery note if you are unsatisfied with your product.

  • How long is the warranty?

In case a product does not have warranty i.e. accessories, TMX Duka gives you a 48 hour Return Policy incase the item is faulty. You can not return an item if you change your mind or do not like the product.

  • How to return the product?

Kindly contact our Customer Care here 0726 771 499 for assistance. You can also contact us via email at

What are the required conditions to return an item?

  1. Product must remain sealed, except if the product is defective or damaged.
  2. Product is still in its original packaging.
  3. Product is in its original condition and unused.
  4. Product is not damaged.
  5. Product label is still attached.
  6. Product is complete.
  7. The products in your possession are your responsibility until they are picked up by our rider. Any product that is not properly packed or is damaged will not be eligible for a return, so make sure they are properly taken care of prior to the return!
  8. How and when will I receive the money I paid?
    1. Once your return request is done, TMX Duka Customer Care will contact you to arrange retrieval of the product. Once the product is retrieved, we will proceed to the examination.
    1. In the unlikely event that an item is returned to us in an unsuitable condition, we will send it back to you without refund.
    1. If examination is conclusive and conditions are respected, we will proceed to refund or an exchange will be done within a maximum of 2 business days post product retrieval.
  9. Does all the products qualify for the returns? Yes, except Food, Beverages & Household Supplies.