Return, Refund and Exchange Policy
Welcome to Toppline Kenya! We value your shopping experience and aim to make it seamless and satisfying. Please take a moment to review our Returns and Exchanges Policy for your region.
1. Eligibility
- Kenya and Rest of the World
- You may return or exchange an item within 24hrs of delivery.
- Items must be in their original condition, unworn, and with all tags attached.
- Items must not have been washed.
- Items must meet hygiene standards and not have sweat, dirt or stains.
- Items must be accompanied by the Toppline Kenya invoice.
2. Refund and Exchange Options
- Kenya and Rest of the World
- We will credit the refund to your original form of payment or You can choose between a refund via Mpesa, Your card or a Toppline Kenya Gift Card.
- Items on sale are eligible for exchanges ONLY; no refunds will be provided
3. Return Process
- Kenya
- To initiate a return, please contact our customer support team on +254 704 556 034, +254733 269500
- Pack your item securely, including all original packaging and the invoice, and drop it off at the nearest Toppline Kenya store.
- Please note that NO RETURNS will be ACCEPTED without the Customer Support initiating the return.
- Uganda, Rwanda and the Rest of the World
- To initiate a return, please contact our customer support team on +254 704 556 034, +254733 269500
- Pack your item securely, include all original packaging, invoice, and send it to Toppline Kenya at the provided return address.
4. Return Shipping Costs
- Nairobi
- Customers MUST call to initiate a return and drop the item at the nearest Toppline Kenya. Alternative return arrangements are available for an additional fee.
- Outside Nairobi
- Customers are responsible for return shipping costs via the nearest Toppline Kenya.
- Rest of the World
- Customers are responsible for return shipping costs.
5. Refund Process
- Kenya
- Refunds will be processed within 2-3 business days upon receiving the returned item.
- Rest of the World
- Refunds will be processed within 2-3 business days upon receiving the returned item.
6. Items Not Eligible for Return
- Kenya and the Rest of the World
- Items in the following categories are not eligible for return: Skincare, Damaged Items, Swimwear, Fragrances, and Underwear.
7. Contact Us
- For any questions or concerns about our Returns and Exchanges Policy, please contact our customer support team at customerservice@topplinekenya.com, +254704556034, +254733 269500