Effective Date: 2026-06-25
Last Updated: 2026-07-22

At Toiz Kenyah Baby Shop, your satisfaction is our priority. We understand that shopping for your child is important, and we are committed to ensuring you receive quality products that meet your expectations. If you are not completely satisfied with your purchase, this Exchange & Returns Policy explains the conditions under which returns and exchanges are accepted.

1. Our Return Policy

We accept returns for eligible items within 3 days from the date you receive your order.

To qualify for a return, the item must:

• Be unused and unworn.
• Be in its original condition.
• Have all original tags and labels attached.
• Be returned in its original packaging.
• Include proof of purchase (receipt or order confirmation).

Items that do not meet these conditions may not be eligible for exchange.

2. Non-Returnable Items

For hygiene, health, and safety reasons, the following items cannot be returned or exchanged unless they are defective or supplied incorrectly:

• Underwear
• Socks
• Feeding bottles
• Pacifiers and teething products
• Breastfeeding accessories
• Baby toiletries and personal care products
• Opened diapers or wipes
• Gift cards or vouchers
• Clearance or final sale items (unless faulty)

3. Incorrect or Damaged Items

If you receive:

• The wrong product
• A damaged item
• A defective product
• An item with missing parts

Please notify us within 48 hours of receiving your order by contacting our customer service team.

To help us process your request quickly, please provide:

• Your order number
• A description of the issue
• Clear photographs of the product and packaging

Once verified, we will arrange a replacement and exchange at no additional cost to you.

4. Exchanges

We are happy to exchange eligible items for:

• A different size
• A different colour (subject to availability)
• The same product if the original is defective
• Another product of equal value (where applicable)

If the replacement item costs more than the original, you will be required to pay the price difference.

If the replacement item costs less, we may issue a store credit.

5. Items Not Eligible for Exchange

Exchange may not be granted if:

• The product has been used, worn, washed, or altered.
• Tags or original packaging have been removed.
• The return request is made after the allowed return period.
• The item was damaged due to misuse or improper handling.
• The product is a non-returnable item listed in this policy.
• Exchange within 3 days
• No exchange on Innerwears / and personal items.. Due to hygiene purposes

6. Return Shipping

If the return is due to:

• Our error
• A defective product
• A damaged item
• An incorrect item sent

Toiz Kenyah Baby Shop will cover the reasonable return shipping costs.

If the return is for personal reasons (such as ordering the wrong size, colour, or changing your mind), the customer will be responsible for the return shipping costs.

We recommend using a trackable courier service, as we cannot guarantee receipt of returned items that are lost in transit.

7. Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled. In such cases, the standard return process will apply after delivery.

8. Sale and Promotional Items

Products purchased during:

• Clearance sales
• Promotional campaigns
• Flash sales
• Discount events

may not be eligible for exchange unless they are defective, damaged, or supplied incorrectly.

9. Store Credit

In all situations, we may offer store credit instead of a cash refund. Store credit can be used toward future purchases on our website and will be valid for the period communicated at the time of issue.

10. Contact Us

If you have any questions about our Exchange & Returns Policy, please contact us:

Toiz Kenyah Baby Shop

Email: info@toizkenyah.co.ke

Phone: +254 720 177 747

Website: https://toizkenyah.co.ke

Address: KenRail Towers, Mezzanine 2, | Northwing, Ring Road | Mkungu Close, Nairobi – Kenya.

Our Commitment

At Toiz Kenyah Baby Shop, we are dedicated to providing quality products, exceptional customer service, and a hassle-free shopping experience. If something isn’t right with your order, we’ll work with you to resolve the issue as quickly and fairly as possible.

Toiz Kenyah Baby Shop – Where Tiny Tots Grow in Style, Comfort, and Fun.