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Return, Refund and Exchange Policy

Welcome to Toppline Kenya! We value your shopping experience and aim to make it seamless and satisfying. Please take a moment to review our Returns and Exchanges Policy for your region.

 1. Eligibility

  • Kenya and Rest of the World
    • You may return or exchange an item within 24hrs of delivery.
    • Items must be in their original condition, unworn, and with all tags attached.
    • Items must not have been washed.
    • Items must meet hygiene standards and not have sweat, dirt or stains.
    • Items must be accompanied by the Toppline Kenya invoice.

2. Refund and Exchange Options

  • Kenya and Rest of the World
    • We will credit the refund to your original form of payment or You can choose between a refund via Mpesa, Your card or a Toppline Kenya Gift Card.
    • Items on sale are eligible for exchanges ONLY; no refunds will be provided 

3. Return Process

  • Kenya
    • To initiate a return, please contact our customer support team on +254 704 556 034, +254733 269500
    • Pack your item securely, including all original packaging and the invoice, and drop it off at the nearest Toppline Kenya store.
    • Please note that NO RETURNS will be ACCEPTED without the Customer Support initiating the return.
  • Uganda, Rwanda and the Rest of the World
    • To initiate a return, please contact our customer support team on +254 704 556 034, +254733 269500
    • Pack your item securely, include all original packaging, invoice, and send it to Toppline Kenya at the provided return address.

4. Return Shipping Costs

  • Nairobi
    • Customers MUST call to initiate a return and drop the item at the nearest Toppline Kenya. Alternative return arrangements are available for an additional fee.
  • Outside Nairobi
    • Customers are responsible for return shipping costs via the nearest Toppline Kenya.
  • Rest of the World
    • Customers are responsible for return shipping costs.

5. Refund Process

  • Kenya
    • Refunds will be processed within 2-3 business days upon receiving the returned item.
  • Rest of the World
    • Refunds will be processed within 2-3 business days upon receiving the returned item.

6. Items Not Eligible for Return

  • Kenya and the Rest of the World
    • Items in the following categories are not eligible for return: Skincare, Damaged Items, Swimwear, Fragrances, and Underwear.

7. Contact Us

  • For any questions or concerns about our Returns and Exchanges Policy, please contact our customer support team at customerservice@topplinekenya.com, +254704556034, +254733 269500