Blackyz Return & Refund Policy
At Blackyz, we want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help. This policy explains how returns, exchanges, and refunds work when you shop with us online in Kenya.
Eligibility for Returns
You may request a return or exchange if:
The item is defective, damaged, or faulty on delivery
You received the wrong item
The item is unused, in its original condition, and in its original packaging
Return requests must be made within 7 days of delivery, unless otherwise stated for specific products.
Items Not Eligible for Return
For hygiene, safety, and warranty reasons, the following items cannot be returned or exchanged, unless they arrive damaged or defective:
Used or altered items
Inner bedding items (e.g. pillows, duvets, mattress protectors) once opened
Personal electronics that have been activated or tampered with
Items without original packaging, accessories, or receipts
Clearance or sale items (unless defective)
Electronics & Warranty Items
Electronics are covered by manufacturer warranties, where applicable
Any defects must be reported within 48 hours of delivery
Physical damage caused after delivery is not covered
How to Request a Return
To start a return, contact us with:
Your order number
Clear photos or videos of the item
A brief description of the issue
Email: support@blackyz.co.ke
WhatsApp / Phone: +254759981575
Our team will review your request and guide you on the next steps.
Return Shipping
If the return is due to an error on our side (wrong item, damaged, defective), Blackyz will cover return shipping costs.
If the return is due to change of mind, the customer will be responsible for return delivery costs.
Returned items must be properly packaged to avoid damage during transit.
Refunds
Once your return is received and inspected:
Approved refunds will be processed within 5–10 business days
Refunds are issued via the original payment method (M-Pesa, bank transfer, card, etc.)
Delivery fees are non-refundable, unless the return is due to our error
Exchanges
If you prefer an exchange instead of a refund:
Exchanges are subject to product availability
Price differences (if any) will be communicated before processing
Orders Damaged in Transit
If your order arrives damaged:
Notify us within 24 hours of delivery
Provide clear photos/videos of the item and packaging
Do not dispose of the item until advised
Contact Us
If you have any questions about our Return & Refund Policy, reach out to us:
Email: support@blackyz.co.ke
Location: Nairobi, Kenya
