Returns & Refunds Policy

Last updated: October 2026

We want you to be completely satisfied with your purchase. Our refund and return policy is designed to be fair, transparent, and easy to understand for all products bought at Taoo.

1. Standard 7-Day Returns

We accept returns on eligible items within 7 days of the delivery date. To qualify for a return, the product must be unused, unmarked, in its original pristine packaging with all accessories and manuals intact, and accompanied by proof of purchase.

2. Apparel, Intimates & Sealed Items

Clothing and footwear must be returned unworn, unwashed and with all original tags attached. For hygiene reasons, earrings, undergarments and opened personal-care or sealed items cannot be returned or exchanged for change of mind. Returns on these items are accepted if they are proven to have an out-of-the-box factory defect upon immediate inspection.

3. Defective Electronics & Hardware

All hardware is covered in accordance with the manufacturer's warranty. If your newly purchased item is Dead on Arrival (DOA), damaged in transit, or exhibits an out-of-the-box hardware fault, please notify us within 24–48 hours of delivery. Our technical team will assist with diagnosis and, once confirmed defective, arrange a swift replacement or full refund.

4. How to Request a Return

1. Log in to your account and go to My Orders (or message us directly on WhatsApp with your order number).
2. Find the order and tap Request return.
3. Select the item(s), pick a reason, and add a short note (photos or a short video help if it's damaged or faulty).
4. We'll call or WhatsApp you within 24 hours to coordinate return drop-off or pickup through the courier partners available in your town.

5. Return Shipping & Couriers

If the return is due to our error (damaged in transit, DOA hardware, or wrong model sent), Taoo covers the return courier fee. For change-of-mind returns on unopened items, return shipping via the courier serving your location is borne by the customer.

6. Refunds & Exchanges

• Once your returned item is received and inspected by our technical team, we will notify you via SMS or WhatsApp.
• Approved refunds are processed within 3–5 business days via M-Pesa to the phone number used on the order (or as an immediate product replacement if preferred).
• Original delivery fees are non-refundable unless the return is due to our error.

Questions?

Reach us on WhatsApp at 0714 079 192 or email info@taoo.co.ke and we'll sort it out.