Returns & Refunds Policy
We at Verst Online Store, your satisfaction is important to us. We strive to make every shopping experience smooth and enjoyable. However, we understand that there may be times when you need to return an item. This Returns & Refunds Policy explains when returns will be accepted and how refunds are issued for purchases made through Verst Online Store, as well as situations where returns will not be allowed.
Return Window & Eligibility
Unless otherwise specified, most items purchased on Verst Online Store may be returned within 3 days from the date of delivery (“return period”). Official Store products are also eligible for return within this 3-day period.
Once this period has passed, we will not accept returns for any reason. Items may only be returned within the return period for the valid reasons listed below:
| Reason for Return | Applicable Items |
|---|---|
| Changed my mind | Not accepted if product meets all listed features/requirements |
| Size correct but fit is not as expected | Clothing & footwear only |
| Item arrived broken/defective | All categories |
| Packaging was damaged | All categories |
| Missing parts or accessories | All categories |
| Item received used/expired | All categories |
| Suspected counterfeit/inauthentic | All categories |
| Wrong item/color/size/model delivered | All categories |
Refund Process
If a return is approved, or if you ordered an item but did not receive it, we will aim to process a refund for the product price within 3 business days after receiving and inspecting the item.
-
For defective, damaged or incorrect items, delivery fees will also be refunded.
-
If the return is due to personal preference (e.g. changed mind, sizing issues), delivery fees are not refundable.
Once your return is received and reviewed, we will contact you via email to confirm approval or rejection of the refund.
Non-Returnable Items
For health, hygiene, and safety reasons, certain products cannot be returned unless they are delivered damaged, defective, incorrect, or proven inauthentic. These include items that may degrade quickly or pose hygiene concerns.
Customized or personalized items cannot be returned unless faulty upon delivery or substantially different from the order.
Used or worn items cannot be returned unless they become damaged or defective through normal use within the return period and are covered under standard consumer rights. Some items (e.g. clothing, consumables, sports equipment) are excluded from this defective-after-use return condition.
Items covered by a manufacturer warranty fall under the warranty terms, not this returns policy.
Return Packaging Requirements
All returned items must be in the same condition as received, with original packaging, labels, tags, and accessories intact (e.g., shoes must be returned in their original shoe box; packaging and seals must remain unbroken).
The product remains your responsibility until it reaches us—package securely to avoid damage.
You must remove all personal data and disconnect any accounts linked to devices before returning. Verst Online Store is not responsible for personal data left on returned products or extra items mistakenly included in return parcels.
Exchanges
We do not offer product exchanges. If you need a different size, color or item, please return the original product and place a new order.
Rejected Returns / Uncollected Items
Returned products will be inspected. If your return claim is rejected, no refund will be issued. We will attempt to return the item to you twice within 7 business days. If unsuccessful, you will be notified and the item will be held for 30 days for collection.
Failure to collect within this period will result in forfeiture, and Verst Online Store may dispose of the item either by donation, recycling, resale, or destruction at its discretion.
Contact Us
For return assistance:
📩 Email: sales@verstonlinestore.co.ke
📞 WhatsApp: +254 794 531 323