12 Months Free Return Policy

You have up to 12 months after the purchase to return an appliance or cookware and get a refund or product replacement under any of the following conditions;-

  1. The product delivered/picked was wrong (different from what was ordered).
  2. The product was counterfeit/fake. Kweli will pay an inconvenience charge of 10of the product price.
  3. Product delivered/picked was damaged or defective, and you only noticed after delivery or pick-up was completed.

Please note:

  • Consumables (LPG gas, detergents, etc.) cannot be returned but can be replaced.
  • The item for return must be in new condition and in the original manufacturer’s packaging. Be sure to include manuals, warranty cards, tags, and any other accessories that were delivered with the product.
  • In case a product you purchased breaks down during the warranty period, the product warranty will apply and the product fixed or replaced, depending on the level of damage. Please note that physical damages resulting from customer handling of the item are not covered by warranty.
  • To request a product return click the return form or send an email to karibu@kweli.shop or WhatsApp message to +256754559895, clearly stating your order number, the product you want to return and valid reason for return.
  • Once your return has been successfully processed, you will get your product replacement or refund within 7 working days.

Order Cancellation Policy

To get your order to you as fast as possible, we start processing your order as soon as you click Confirm Order (for Payment on Delivery orders) or Complete Payment on the order payments page.

However, if for any reason you are unable to continue with the order, you are free to cancel the order anytime before the order leaves our store.

  • You can request for cancellation of your order anytime before it is dispatched/shipped/sent to your address. 
  • If there is no “Request Cancellation” button, the order is already being dispatched/sent and cannot be cancelled.
  • Once a delivery associate or courier service is given/assigned your order to make a delivery, you may not cancel the order.
  • To cancel your order go to “My Account” > Orders > and see if your order can still be cancelled then click “Cancel” or “Send Cancellation Request”.
  • If your order is successfully cancelled, you will receive a cancellation email.
  • For any other issue regarding order cancellation please reach us by email at karibu@kweli.shop or call +256754559895.

You can also send a message to +256754559895 (SMS or WhatsApp) with the words “Hi Kweli, please cancel my order number #*****. ***** is your order number.

Within a few minutes, your order might be cancelled and notifications sent to your by email, SMS or both.