A.   Return Policy

Each category of products has its own return rules. The table below highlights some of the rules:




Fashion: Clothing (excluding Lingerie, Innerwear, Socks and Freebies), Footwear, Eyewear, Fashion Accessories and Jewelry (non-precious)

7 days

You may request for a refund within 7 days of delivery, as long as it is unworn, unwashed, without stains, undamaged and with all original tags & packaging intact.

Home: Home Decor, Home Furnishing, Home Improvement Tools, Household Items and Pet Supplies

7 days

You may request for a refund within 7 days of delivery, as long as the product packaging is intact.

Home furnishing & fabrics must be unworn, unwashed, without stains, undamaged and with all original tags

Some items are non-returnable please refer to non-returnable list

Books & Stationery: Books, Office Supply, and School Supply

7 days

You may request for a refund within 7 days of delivery, as long as the product packaging is intact.

Some items are non-returnable please refer to non-returnable list.

Auto: Auto Accessories, Bike Accessories, Car Accessories, Car and Bike Breakdown Equipment, Car and Bike Care, Car and Bike Lighting, Car and Bike Styling, Car AV Electronics and Accessories, Helmets and Riding Gear, Spare and Performance Parts, Tyres and Alloys 

7 days

You may request for a refund within 7 days of delivery, as long as the product packaging is intact.

For helmets and riding gear they must be unworn, unwashed, without stains, undamaged and with all original tags.

Some items are non-returnable please refer to non-returnable list


TV, Video, Electronics & Home Appliances: Cameras, Consumer Electronics, Entertainment Small, Gaming Hardware, Small Home Appliances, Personal Care Appliances, Health Care Appliances, Small Appliances, Camera Accessories, Other Accessories.

Large Appliances: Air Conditioners, Chimneys, Microwave Ovens, Televisions, Refrigerators, Dishwashers, Washing Machines, Dryers and OTG

7 days

You may request for a refund within 7 days of delivery.

For products where the installation is to provided, please do not open the product packaging by yourself. The authorized personnel shall help in unpackaging and installation of the product. In this case, the replacement period commences from the date of installation.

For cases where the product is delivered but fails to power on (dead on arrival), refunds will be offered. For other issues, B2BNCONLINE will refer you to the appropriate service center.


Mobiles, Tablets, Computers, Game Consoles & Accessories: Phones, Tablets, Laptops, Desktops, Printers, Scanners, Computer Accessories, Mobile Accessories, Computer Peripherals, Smart Home Appliances, Office Equipment, Game and Smart Wearables

7 days

You may request for a refund within 7 days of delivery.

For cases where the product is delivered but fails to power on (dead on arrival), refunds will be offered. For other issues B2BNCONLINE will refer you to the appropriate service centre.

Some items are non-returnable please refer to non-returnable list


All Categories

7 days

Returns applicable to all items delivered that are:

·        The wrong product from that which was ordered

·        Damaged when delivered



B.    Return Policy Exceptions

Due to their nature, some items are non-returnable, these items once bought are not replaceable or exchangeable. The table below shows items that are non-returnable:


Products That Cannot be Returned

Auto Accessories

Additives, Air Fresheners, Brighteners, Cleaners, Bike/Car Stickers, Degreasers, Dent/Scratch Removers, Filler Putty, Headlight Vinyl Films, Liquid Solutions, Lubricants, Polish, Power Steering Fluids, Sealants, Oils and Wax


Motorcycles, Bicycles and Scooters

Bath and Spa

Bath Bubble/Salt/Sponge/Wash, Body Wash, Loofahs, Scrubs, Shampoos and Soaps


Baby Care

Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers

Cleaning Products

Cleaning Gels, Detergents, Detergent Pods, Fabric Wash Products, Surface Cleaners, Stain Removers and Washing Bars/Powder

Computer/ Mobile Accessories

Blank/Educational Media, CDs/DVDs, Ink Toners, Music, Movies and Software, Mobile/Tablet/Laptop Screen Guards, Screen Guard Applicators, Graphic Cards, Processors, Motherboards, Internal Hard Drives, RAMs, Pen Drives, Memory Cards and Gaming VR

Food and Nutrition

Canned Food, Condiments, Drinks, Fruits, Health Supplements, Meat, Seafood, Syrups, Vegetables and other Edible Products


Baby Dolls, Clothing Freebies, Lingerie Wash-bags, Shapewear, Socks, Stockings and Swimsuits

Footwear Accessories

Oils, Glue, Grease, Socks, Shoe Deodorants/Polish Creams/Sprays and Wax

Gardening Products

Plant Saplings, Plant Seeds and Soil Manure

Health Care

Antiseptic, Band Aid, Body Pain Relief, Eye Drops, First Aid Tape, Glucometer Lancet/Strip, Healthcare Devices and Kits, Medical Dressing/Gloves and pH Test Strip

Home Products

Adhesives, Barbeque wood, Bird/Insect Repellent, Contact Cement, Crack Fillers, Inks, Guitar/Yoyo Friction Stickers, Marker Refills, Mosquito Coil/Vaporiser/Vaporiser Refills, Naphthalene Balls, Scuba/Smoking-Pipe Mouthpieces and Sprays


Cannula, Contact Lens, e-Hookah, Fake Moustache, Female Urination Devices, Menstrual Cups, Needles, Panty Liners, Shaving Products, Smoking Patch, Straws, Sweat Pads, Tampons, Teeth Whitening Products/Wipes, Tissues, Toilet Tissue Aid, Toilet Rolls and Women Intimate Care


Bra Accessories, Briefs, Boxers, Lingerie Sets, Panty, Garter, Trunks and Vests

Music Instrument Accessories

Mouthpiece Cap/Pad/Set, Oils and Polish

Party Supplies

Balloons, Candles, Cut-outs, Decoration articles, Hookah Charcoal/Flavor/Mouth-tip and Incense Sticks

Personal Care

Conditioners, Creams, Deodorants, Electric Ear Cleaners, Eyebrow/Eyelash/Hair Styling Products, Eye Mask, Face Wash, Face Care/Fairness Products, Fragrance, Fresheners, Gels, Hair Care, Lens Solution, Lip Plumper/Stain, Blackhead/Makeup/Nail Paint Removers, Mascara, Nail Sanding Pad, Oils, Oral Hygiene Products, Perfumes, Hand/Toothbrush Sanitizers, Serums, Talc, Sunscreen, Tanning Liquid, Toners and Wigs, Lip Care, Lipstick, Nail Care, Body Care, Foot Care, Body & Skin Accessory

Pet Supplies

Aquarium Consumables, Hair Styling, Health Care/Medicinal Products, Horse Girth/Grooming Kit/Braid Tail Bag/Hay/Liniment/Poultice, Inhaler Masks, Litter Box Enclosures, Litter Scoops, Pet Chew, Pet Food/Treat, Pet Pad, Pet Hygiene/Personal Care Products, Poultice, Tail Wraps, Waste Bags and Water Troughs

Sexual Wellness

Condoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits and Sexual/Pleasure Enhancement Products

Appliances, Electronics & Bulky items

Cannot be returned because of the customer changing their mind.



C.   Product Checks Before Returns

Before accepting the product for return/exchange or refund, the delivery partner will inspect the product. During this check they will be checking the product for the following conditions:



Correct Product

IMEI/ name/ image/ brand/ serial number/ article number/ barcode should match and MRP tag should be undetached and clearly visible

Complete Product

All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.

Unused Product

The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable).

Undamaged Product

The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.

Except: Products being returned for damage

Undamaged Packaging

Product's original packaging/ box should be undamaged.

Except: Products returned for being dead on arrival or wrong products whose packaging conceals type of product.



  i.        If the product fails the inspection test, the delivery partner shall notify the customer that the return is not possible.

 ii.        If the product passes the inspection it shall be received for return and sent back to the vendor. Delivery costs for the replacement shall be borne by the customer in “Customer change of mind” scenarios. But by B2BNCONLINEin case it was a genuine return.

iii.        A replacement product will also be dispatched to the customer from the merchant’s inventory.

iv.        If a replacement is not possible, B2BNCONLINEshall offer the customer a credit note, valid for any other B2BNCONLINEpurchase and credited to the customer’s account immediately.

 v.        A refund via MPesa / Visa / MasterCard will only be offered in cases where the customer demands one and as a last result. However, priority is given to B2BNCONLINEcredit notes.

vi.        The customer shall be able to track the status of their refund via their account on B2BNCONLINEand they shall be notified on email automatically as the status of their refund is updated.


D.   Returns Process – Vendor Journey


1.     On sign up merchants will be issued with a copy of B2BNCONLINEreturns policy and return policy exemptions. The merchant will then be asked to agree to or propose changes, based on their products, on the returns policy.

2.     Once they have signed up the merchant and their products will be subject to the standard returns policy and returns exemptions.

3.     The merchant will also advise on their preferred mode of handling returns while signing up. These can include:


3.1  The consignment merchant representative visiting the warehouse to inspect the item and authorize a replacement;

3.2  The drop shipping merchant having the item sent directly to their business location by B2BNCONLINEdelivery partner; and


3.3  UseB2BNCONLINE’s provided quality check personnel to give a direction on whether to replace item. Final decision to be final to both the customer and the vendor


4.     Merchants will be notified via email as soon as a customer’s request for return of their product is initiated.

5.     The merchant might be called upon to give guidance and or advice regarding a return request on his / her product.

6.     The merchant will be required to collect and replace returned items within 48 hours of their delivery back from the customer.

7.     In the case of consignment – the returned item may be exchanged for one in the warehouse.

8.     The consignment merchant will have a choice to replace the returned item immediately or collect it at the end of an agreed period.

9.     If the merchant is unable to exchange / replace the returned item, they will authorize the issuance for a refund to the customer, to be implemented byB2BNCONLINE’s customer care team.

10.  In a case of a customer refund where the merchant was already paid for the item, the amount shall be deducted from the merchant’s next settlement.


E.    Refunds


1.     Customer will raise a refund by making a request via chat or writing an email to [email protected] This is a decision that the business will consider to approve or decline and upon exhausting all other available options.

2.     Once a request for return is accepted and an exchange is not possible then a refund will be offered.

3.     All refunds will be carried out within 7 days from the time an authorization is given by the merchant.

4.     B2BNCONLINEshall operate on non-cash refund terms mostly, a credit note will be the first and ideal refund mode, however in situations where there is need to refund the customer in cash, authorization/approval shall be sought to refund a customer.

5.     Refunds via cash would be via reversal to the same payment method.

6.     In the following cases store credit might be the only option available for refunds:


6.1  If the amount to be refunded was only part of the order amount and was paid via   debit / credit card; and


6.2  If the purchase was done via credit note.