Returns, Cancellations and Refunds

Before fulfilment

Contact us as soon as possible to request a cancellation. A cancellation is not complete until confirmed. If an item has already been dispatched, reasonable delivery or return costs may apply where permitted and disclosed.

Incorrect, damaged or misdescribed goods

Contact us promptly with the order reference, a description of the problem and clear supporting photos where relevant. We will assess the item and the applicable remedy, which may include replacement, repair, cancellation or refund depending on the facts and the law.

• Keep the item, packaging and included accessories while the issue is reviewed.
• Do not continue using an item where doing so could worsen damage or create a safety risk.
• Personal preference alone may not create a return right unless Halal Souq expressly agrees.

Internet agreement rights

Nothing in this policy removes rights that cannot lawfully be excluded. Kenya's Consumer Protection Act includes disclosure, correction and cancellation protections for internet agreements in specified circumstances.

Refund method

Approved refunds are made to the original payment method where practical or another verified method agreed with the customer. Processing time depends on the payment provider. We do not ask for an M-Pesa PIN, card PIN or account password.