Refund policy

Returns & Refunds Policy

Our Commitment to You

At NAWIRI, every garment is crafted with care by our Nairobi-based artisans. We stand behind the quality of our work and want you to love what you wear. If something isn't right, we're here to make it right.

Return Window

Returns must be initiated within 2 days of delivery.

To be eligible, items must meet all of the following conditions:

  • Unworn, unwashed, and in original condition
  • Tags still attached and packaging intact
  • Accompanied by proof of purchase (order confirmation or receipt)
  • Not a made-to-measure, micro-customised, or sale item (see exclusions below)

How to initiate a return: Contact us at info@nawirionline.co.ke or via WhatsApp within 2 days of receiving your order. Include your order number, the item(s) you wish to return, and your reason for returning. We will confirm the return and provide drop-off or collection instructions.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are processed within 7 business days of receiving the return.

  • Refunds are issued to the original payment method (M-Pesa, card, or bank transfer)
  • Depending on your provider, funds may take an additional 2–5 business days to reflect in your account
  • Original shipping fees are non-refundable unless the return is due to a NAWIRI error
  • Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrectly fulfilled

Exchanges

We are happy to exchange an item for a different size or colour where stock is available. Exchanges follow the same 2-day initiation window. Contact us to confirm availability before sending your item back.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Made-to-measure and micro-customised garments
  • Sale or discounted items marked as final sale at the time of purchase
  • Items that have been worn, washed, altered, or damaged after delivery
  • Items returned outside the 2-day window without prior authorisation

Faulty or Incorrect Items

If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us within 2 days of delivery with photos of the issue. NAWIRI will cover the cost of return and offer a full refund, exchange, or repair at no additional charge to you.

Contact Us

For any questions about a return or refund, reach our team at info@nawirionline.co.ke or via WhatsApp. We aim to respond within one business day.