Returns Policy

Qarmall, LLC Returns and Refund Policy.


Refunds and returns are typically facilitated within 24hrs once the case item has been received and validated.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return or refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All the necessary product details must be verified and validated by our technical and sales teams and relevant documents produced.

Several types of goods are exempt from being returned.

  • Gift cards and vouchers.
  • Tangible gift products (non-purchased).
  • Parts and accessories with obvious signs of use, damage or breakages on delivery.

To complete your return, we require a receipt or proof of purchase from Qarmall, LLC,

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after delivery


Once your return is received and inspected, we will send you an email, short message or call you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or M-Pesa, Airtel Money, Eazzy Pay or original method of payment within 24 hours.

Late or missing refunds

If you haven’t received a refund yet, first check your mobile money or bank accounts balance again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us on +254 704 189 834, email and


We only replace items if they were delivered/shipped in defective or damaged conditions. You should check to verify the state of the bought item(s) before calling our attention for returns or refunds and sign relevant documents if any by our delivery team.

For online purchases please retain the invoices/receipts/delivery note for confirmation of the transactions and verification. Notify our Technical Team 0704 189 834 and bring the item to our physical location.

If you need to exchange it for the same item, call us and bring your item to Qarmall, LLC. at Madaraka Estate Shopping Centre, along Lang’ata road within 48 hours, working days: Monday-Saturday 8:30am – 6:30pm.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should send the item to Qarmall,LLC Madaraka Estate Shopping Centre along Lang’ata road.

You will be responsible for the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a traceable courier service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item via third party couriers or other delivery services. If we receive them we will notify you via email, text message our call you instead.

Need help?

Contact us at or call +254 704 189 834 for questions related to refunds and returns.