Returns and Refunds

All defined terms used below shall have the meanings set forth in our Terms and Conditions.

Order Cancellations

Orders that you submit online are processed immediately and may not be cancelled; and you may need to wait until you receive the merchandise in order to return it.

Order cancellations for goods paid for but not delivered; are eligible for a transferrable credit note of equal amount or a cash refund of not more than 80% of the amount paid.

Cash refunds take 3 – 5 business days upon approval.


Once an item of merchandise is delivered to you, you can return that item within 3 days of delivery. To be eligible for a return, your merchandise must be unused and in the same condition that you received it and must be in the original packaging.

Our return policy does not apply to the following goods: discounted or sale items, gifts or gift cards, personalized items, perishable goods such as food, flowers, newspapers or magazines, intimate apparel, sanitary goods, hazardous materials, or flammable liquids or gases. These items are not eligible for return, refund or exchange.

Light bulbs, light tubes, light strips and any other form of lighting will be tested at the time of the sale and any claims thereafter of their being faulty will be rejected. Ensure these are tested before use as they are not eligible for return, refund or exchange as well. 

Returned instant showers, heaters and other products that can be tested will be subject to testing by our technicians to verify claims of faultiness.

It’s only after such verification that the product(s) may be repaired or replaced (for products covered by warranty only). Such testing will take at least 2 working days and not more than 10 working days.

Once we receive your return and address any concerns if any, you’ll have not more than 30 days to collect your item. Items not collected within 30 days from the date of return will be disposed off as we deem fit.


To initiate a return, please email us at We require a receipt or proof of purchase to accompany your return.

All returned merchandise should be sent to us at Shopmerix, located in Maridadi Plaza along Ambala Road, Nairobi.

For items that are manufactured by another party and resold by us, please do not send such item back to the manufacturer.

You are responsible for paying for all shipping costs for your returned item(s). Shipping costs are non-refundable. If you receive a refund, the cost of any return shipping will be deducted from your refund.

Refunds and Exchanges

After we have received your valid return, we will send you an email/ WhatsApp message/ SMS to notify you that we have received your returned item and notify you of the acceptance or rejection of your return.

If your return is accepted by Us, We will provide one of the following within a reasonable time: an exchange of merchandise for the item returned, a non-transferable merchandise credit, or another remedy that we determine in good faith is appropriate in the circumstances.

In case of a cash credit to the payment card or original method of payment used to pay for the item, 20% of the original amount paid will be deducted as a service charge (EXCLUSIVE of VAT). Delivery fee is not refundable. Cash refunds take 3 – 5 business days upon approval.


If you do not comply with any of the above conditions, We reserve the right to refuse the return or exchange, or to impose different or additional conditions.