Shop with confidence. If something is not right, we are here to sort it out. Most unused products can be returned within 7 days of delivery, subject to the conditions below, and if an item arrives damaged, faulty or different from what you ordered, just contact us and we will advise on the next steps.
7-day returns
Most unused products may be returned within 7 days of delivery, subject to the conditions below. Products must be returned unused, with original packaging, accessories and proof of purchase. Products that arrive damaged, defective or different from the order should be reported as soon as possible. Approved returns may qualify for a refund, exchange or store credit depending on the circumstances and product.
What can be returned
- Unused items in original packaging with all accessories and proof of purchase.
- Items delivered damaged, defective, or different from what you ordered.
- Products that develop a fault covered by an applicable manufacturer or supplier warranty.
What cannot be returned
- Items damaged through misuse, accident, or unauthorised repair.
- Products returned after 7 days without a warranty claim, or without proof of purchase.
- Consumables, installed items, and items with broken security seals (hygiene and safety).
How to start a return
- Contact us within 7 days with your order number and a short description; a photo helps for damage (0719 261277 or info@tooltopiastore.co.ke).
- We will confirm whether the return is accepted and advise on the appropriate return or collection method.
- Once the item has been received and assessed, we process your refund, exchange or store credit.
Faulty or damaged items
Where a return is accepted because an item arrived damaged or defective, Tooltopia Store will advise the customer on the appropriate return or collection method.
Who pays return shipping
- If the item is damaged, defective, or not what you ordered, Tooltopia Store covers the cost of the return or collection.
- For change-of-mind returns (see below), the customer pays the cost of returning the item, and the original delivery charge is non-refundable.
Change of mind
If you simply change your mind, most unused items may still be returned within 7 days of delivery, provided they are in their original condition and packaging with all accessories and proof of purchase. Change-of-mind returns are eligible for an exchange, store credit, or a refund of the product price (excluding the original delivery charge). Consumables, installed items and items with broken security seals cannot be returned on change of mind, for hygiene and safety reasons.
Refunds & warranty
Approved refunds are processed within 3-5 business days after the returned item has been received and assessed, to your original payment method or by M-Pesa. Warranty coverage varies by product and manufacturer. Where a manufacturer or supplier warranty applies, the applicable terms are stated on the product page or provided with the product; we do not operate an in-house service centre, so warranty repairs are handled through the manufacturer or supplier.