Return Instructions

Step 1: Send a Complaint
Also include pictures of the product that was delivered to help@konga.com as a means of evidence.

Step 2: Return after Authorization
Once your claim is validated, we will provide information on the most suitable means of getting the item from you.

Step 3: Track Return Status
We will send you a return waybill number, this will enable you to track the status of your return.

Step 4: Get Resolution
Upon our confirmation of the receipt of the item by the Seller, Konga will assist only by notifying the Seller to resolve the matter as its sole responsibility without any further obligation on Konga.

Correctly Delivered Items

An order is considered correctly delivered where:

The item matches the product description on the platform
The item matches the images and specifications on the website
The item is free from defects, damages, or functional issues

Correctly delivered items are generally not eligible for return because the order was fulfilled accurately. However, if a customer still wishes to return such an item, Konga may accept the return under the conditions outlined below:

The seller accepts the return of the item
10% of the item value will be charged as an order processing fee to cover Konga's handling, management, packaging, and return logistics
Refunds will only be processed to the customer after the returned item has been inspected and confirmed to be in its original pristine condition
Shipping and delivery fees are non-refundable for returns involving a change of mind or any scenario where the item was correctly delivered

Cancellation by Customer (Change of Mind)

Orders cancelled by the Customer for reasons not attributable to the Company (including, but not limited to, change of mind, incorrect selection, or preference-based reasons) will incur a 10% Order Processing Fee. This fee is charged to offset costs associated with processing the order. The fee shall be deducted from the refunded amount.

This provision does not apply to cancellations arising from product defects, delivery errors, or other circumstances for which the Company is responsible.

Return Conditions

To be eligible for a return, the item must:

Be in unused, undamaged, and in resellable condition
Include all original packaging, accessories, manuals, and tags
Be returned within the applicable return window

Items that show signs of use, damage, or tampering will not qualify for a refund.

Items Not Eligible for Returns

Products that have been altered from their original or opened by an authorized personnel without permission
Product with tampered or missing serial Universal Product Code numbers (UPC)
Perishable goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher
Products damaged due to misuse
Products in beauty, health and personal care category
Jewelry, innerwear, bed sheets, lingerie and socks
Books and CDs
Underwear
Adult toys
Groceries
Perfumes
Cosmetics
Hair extensions

Frequently Asked Questions

How do I request to return an item? ▸

Please call us on 07080635700 / 02018883435 or send an email to help@konga.com. You can also chat us on Whatsapp (08094605555) or Livechat on the webpage.

How do I return an item? ▸

After your claim has been validated (after sending a video clip or picture of the item delivered), a return would be authorized for the item to be returned at the closest Konga store or Kxpress centre to you.

Can my item be retrieved? ▸

Yes. A retrieval can be approved only for validated complaints of wrong, damaged, product standard and incomplete items.

I initiated a return but have not gotten a response and its over 48 hours, what do I do? ▸

Please contact us

How do I track my return status? ▸

We will keep you updated by email and SMS about the status of your return. You may also track your return using the return tracking number you received when the item was dropped off.

Can I return my item after the stated returns timeline? ▸

You will not be able to return after 7 days but if it is faulty, it may be covered under warranty and a return can be authorized for the item to be referred to the service centre by an after-sales support team.

What happens if my item cannot be replaced — will I get a refund? ▸

If a replacement cannot be provided (e.g., out of stock or discontinued), we will issue a full refund. If there is a delay in returning your item or confirming your replacement, and stock becomes unavailable, we may offer a voucher or an alternative product of similar value instead of a cash refund. For defective products caused by manufacturer defect, replacement will be processed within the fastest possible time. In the absence of replacement or alternative, refund will be processed.

Note that these terms apply to issues reported within seven (7) days of delivery, as you will not be eligible for a return after 7 days of purchase.

Can I return if my item is outside the warranty period? ▸

No, you will be required to refer the item to the service centre. Kindly contact us.

Once retrieval is initiated, what happens next? ▸

Our delivery agent will call you to schedule a retrieval. There will be 2 attempts made to retrieve the item. If unsuccessful, you will be required to return to any of our store closest to you.

Can my warranty be voided? ▸

Yes, a warranty is voided once an item within the warranty period is opened or referred to a technician(s) not affiliated to the manufacturer.

Do I have to return the gift when I return a product? ▸

Yes, any free gift must also be returned.

Once return of my package is done, how long will it take to be refunded? ▸

Depending on the complaint, a refund would be made to your Konga wallet immediately return is confirmed or refund will be made after claim on defect is validated.

Why was my item redelivered to me instead of a refund? ▸

Returned items will be redelivered to you if we cannot validate your reason for returning it. For example, a phone returned for not charging will be tested extensively and if the claim is not validated, (phone charges properly) the item will be taken to our closest store for you to pick up.

How long do I have to request for return? ▸

You can request a return within 7 days for all eligible items if:

You receive a wrong, damaged, defective, product standard/quality or incomplete item
You change your mind, with the exception of underwear, adult toys, groceries, perfumes, cosmetics, hair extensions and jewelry

Note that for changed mind, the return has to be authorized by the seller.

When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.