Returns Topics

1. Can I return my product? You can return a product if it's damaged, defective, or incomplete, but this only applies to eligible products. Some items, such as beauty products, underwear, art & collectibles, custom-made items, and Impala Gift cards, along with products without a warranty, cannot be returned. Please note if you do need to return an eligible item, make sure it's in its original packaging with all seals, labels, and stickers intact.
   How do I return my product? To initiate a return, visit 'My Account' and go to 'Orders' to find the order number. Contact us by email or phone, explaining the reason for return and whether you prefer a replacement or refund. If eligible, we'll process your request. Keep in mind that the delivery fee is non-refundable, and you are responsible for any fees incurred during the return process.
   All about return methods & fees We provide two options for returning a product. You can either request Impala to pick up the item from your address, and a delivery fee will apply, or you can choose to return the item directly to the Impala offices.
   Can I exchange or replace a product? Yes, If you want a different size or color, you can exchange or replace the item, but it's only eligible if the product is defective, damaged, or not what you ordered. To request for a replacement or exchange, please contact us.
   Returning a product without accessories or its partner product Unfortunately, we can't accept partial returns. When returning a product, please include all accessories and related items, as we may need to offer a complete replacement or issue a full refund. For instance, if a part of your blender is not functioning, we would require you to return the entire blender along with all its components.
   The product I received is not what I ordered If you got the wrong product or it doesn't match what was described on our website, please get in touch with us within 2 days. We'll pick it up at no cost and replace it with the item you originally wanted.
   How soon will I get a refund on my return? We'll process your refund once we receive and check your returned product. The time it takes depends on your original payment method. If you paid with a Credit or Debit Card, it can take 3-5 business days for the funds to show in your account, depending on your bank. For mobile money like Mpesa, Tigopesa, or Airtel Money, it takes up to 24 hours. If you chose Cash on Delivery, you'll get your refund instantly.
   Where can I find your returns policy? You can check our Returns Policy by clicking here.




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