Return, Exchange & Refund Policy

Effective Location: Kenya

Last Updated: 1st February 2026

1. Returns Preference

At Taiwill, your satisfaction is our priority. We accept returns for both defective and non-defective products.

2. Return Conditions

• Return requests must be made within 7 business days of delivery.
• Products must be unused, in their original packaging, and in resalable condition.
• A valid receipt or proof of purchase is required.
• Custom or specially ordered items are not eligible for return unless defective or delivered in error.
• Return shipping costs are the customer's responsibility unless the item was defective, damaged, or sent incorrectly.
• Original shipping fees are non-refundable unless the return is due to our error.
• No restocking fee is charged.

3. Return Methods

All returns must be approved by our team before being sent back. Approved returns can be made by:

• Dropping off the item at our store
• By mail (shipping via courier after prior approval).

4. Store Information

Taiwill, Room SS1
2nd Floor, Pilot Building,
Duruma Rd, Nairobi, Kenya
Working Hours: 8:00 AM – 6:00 PM, Monday to Saturday
Closed: Sundays and public holidays
Phone: +254 797 201 493

5. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 7 business days. Original shipping fees are non-refundable unless the return is due to our error. Items not eligible for a refund may be returned to you at your cost.

6. Exchanges

Exchanges are accepted for eligible items. Products must be unused, in original packaging, and in resalable condition. Please contact us before returning any item to arrange an exchange.

7. How to Start a Return

To initiate a return or exchange, please contact us first:

• Phone: +254 797 201 493
• Email: info@taiwill.com
• WhatsApp: Chat on WhatsApp

Please do not send any items back without prior approval from our team.

8. Policy URL

Full policy details are available at: https://taiwill.com/return-exchange-and-refund-policy/