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Returns Policy

Requirement for a valid procedure

  • Proof of purchase (order number, invoice, etc)
  • Reason for return has to be valid and return acceptance conditions met (check out below)
  • Return method
  • Refund method that you would like and the necessary information associated (bank account number, etc.)
  • Return form returned with the product

Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

Once your product is retrieved we will perform a quality check.
If the quality check determines that the malfunction/damage cannot be resolved by our partners, we will proceed to refund. This will happen within 14 days starting from when your return request was submitted.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.

Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
x : Not Required | ✓: Required

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Reasons for return YOUR RETURN MUST BE :
New condition Sealed condition Complete (free gifts, accessories, original packaging) Not damaged Tags & labels attached
Delivery – Wrong Product
Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only
Quality – Damaged Product x x x
Quality – Defective x x
Delivery – Parts Missing x x
Website – Incorrect Content
Product – Does Not Fit – item not fitted e.g item delivered does not fit the customer

(Not applicable to some fashion items,check return policy on product page)

Customer – Change of Mind(Not applicable to some product categories, check return policy on product page)
Not As Expected

Please see table below to know the reasons you can return an item for various categories
x : Not Required | ✓: Required

Category Customer Changed Mind Wrong Item Damaged Item
1. Fashion
2. Beauty & Cosmetics x x
3. Perfumes x x
4. Underwears, Swimwears x x
5. Jewellery x x
6. Mobile Phones x
7. Electronics x
8. Computing x
9. CD, Vinyls, DVD, Softwares x
10. Books x
11. Consumables (Food) x
12. Large Bulky Items x
13. Shipped From Overseas x

Please note for the below items you can ONLY return on the spot with our rider or at the pickup station. Ensure to always check first before the rider leaves or at the pick up station:

  • Innerwear, swimsuits, gym wear, sleep wear.
  • Earphones, memory card, chargers, cable, flash/floppy disks, Bluetooth, hard drive,CD/DVD software,Vinyls.
  • Books.
  • Perfumes.
  • Jewellery.
  • Beddings.
  • Health & Wellness.
  • Adult toys.

Bulky items
Kindly note that the below items cannot be returned if you change your mind. Item can only be returned if a wrong item was delivered or item is damaged.

Large bulky items
Desktops & Monitors Gas Cooker & Oven
Fitness Machines Baby Cots & Strollers
Professional Video Cameras Grill & Outdoor Entertainment
Televisions Furniture
Home Theatre Washing Machine & Dryer
Projectors Dishwashers
Musical Instruments Air Conditioner, Heater & Hotwater System
Tyres & Wheels Gas Cooker & Oven
Mower & Outdoor Power Tools Fridge & Freezers

How do I return an item?

For any return request please contact our Customer Service Call Center.

How much time do I have to return a product to falling-waters?

All items sold on falling-waters, under certain conditions, can be returned within a period of 7 days from delivery date.
Example: If I received my product on Monday 5th, I have until next Sunday 12th to contact Customer Service.NOTE: You have 7 days to notify us of your return by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.

How do I send my product to falling-waters?

We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request.

Note that for dropping an item off at any pickup station, we will make 3 attempts in 3 days. You will be contacted to ensure you drop off within the 3 days.

However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.

Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done.

How do I track my return status?

We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Call Center at 0700 000 990 or 0711 011 011.

If my returned product is not validated for refund, how do I get informed?

If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
“Note that we will make two (2) attempts to return the product to you at no cost. However after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law”

I received something I didn’t order. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 7 days (with seal not broken).

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 7 days return period. For any inquiries contact our Customer Service Call Center at 0700 000 990 or 0711 011 011 or click on the following link and fill the form. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.

What should I do if I want to exchange a product and it is either sold out or not available?

You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again. For any inquiries contact our Customer Service Call Center at 0700 000 990 or 0711 011 011 or click on the following link and fill the form.
What if I have a missing item in my package?

We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delievery to confirm if all the mentioned items (What’s in the box) have been delivered.
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