Returns and Exchanges Policy

Oneway Kenya—Returns & Exchanges Policy

Thank you for shopping with Oneway Kenya! Your satisfaction is our priority, and we strive to provide a smooth and hassle-free shopping experience. Please review our Returns & Exchanges Policy, applicable to your region.

1. Eligibility for Returns & Exchanges

Kenya, Uganda, Rwanda & Rest of the World

You may return or exchange an item within 7 days of delivery, provided that:

  • The item is in its original condition — unworn, unwashed, and with all tags attached.

  • It meets hygiene standards (free from stains, dirt, sweat, or odors).

  • It is accompanied by the original Oneway Kenya invoice.

2. Refund & Exchange Options

Kenya, Uganda, Rwanda & Rest of the World

  • Refunds can be issued to your original payment method, including

    • Mpesa

    • Card

    • Oneway Kenya Gift Card

  • Sale items are exchangeable only—no refunds will be issued for discounted items.

3. Return Process

Kenya

  1. Contact our Customer Support team to initiate your return:
    📞 +254 721 532646 | +254 718 475747

  2. Securely package the item along with the original invoice and packaging.

  3. Drop it off at your nearest Oneway Kenya or Vivo store.

  4. Please note: No returns will be accepted without prior authorization from Customer Support.

Uganda, Rwanda & Rest of the World

  1. Contact our customer support team to initiate the return.

  2. Pack the item securely with the invoice and original packaging.

  3. Send it to the return address provided during the support call.

4. Return Shipping Costs

Nairobi

  • Customers must first call to initiate a return.

  • Items must be dropped off at a Oneway Store at Yaya or Village Market.

  • Alternate pickup arrangements are available at an additional fee.

Outside Nairobi

  • Customers are responsible for return shipping via the nearest Speedaf agent.

Uganda, Rwanda & Rest of the World

  • All return shipping costs are the responsibility of the customer.

Note: "E.A. sourced" refers to products originating from East African countries — Tanzania, Uganda, Rwanda, Ethiopia, and Nigeria.

5. Refund Timeline

  • Refunds will be processed within 2–3 business days of receiving your returned item.

6. Non-Returnable Items

Due to hygiene and safety reasons, we do not accept returns or exchanges on the following:

  • Swimwear

  • Underwear

7. Need Help?

We're here for you! For any questions, contact our Customer Support team:

📧 info@oneway.co.ke harjit@one-way.cc
📞 +254 721 532646 | +254 718 475747 |