Return & Refund Policy


You can initiate a return within 15 days for eligible items; if you receive a wrong, damaged, defective or counterfeit item. For change of mind, a refund will only be processed if the seal of the item is still intact/ in no way tampered with.

Should there be any item damaged due to our transportation, please contact our customer service within 24 hours of delivery for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

Once the product is retrieved we will perform a quality check with our in-house engineers and technicians.

If the quality check is successful (proof that the product is defective or damaged), we will commence the refund process.


Refund will be done within 14 days of verification of claim

When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging.Ensure all cases of wrong, damaged or missing items are reported within the shortest time possible after delivery/ collection to facilitate an easy return process.

Get your refund faster when you drop off your return at the nearest ElitesAge dropoff station.


Refund process begins after we have completed evaluating your returned product. From the day you submitted your return request, This quality evaluation process may take up to 7 days. A refund notification shall be sent via email once the process is finalized

If you would prefer to repurchase, a refund voucher shall be processed and this must be indicated when you request for a return when contacting our Customer Service. In the event you would prefer a cash refund, the refund methods available according to payment methods are:

Payment methodsRefund methods
M-PesaMpesa or Refund voucher
Bank TransferRefund voucher or Bank Transfer
Refund VoucherRefund voucher Only

NOTE:Once you select your preferred method of refund you will not be in a position to change it.

An ElitesAge  Refund Voucher is a compensation mechanism which credits you with the value of your returned product when placing an order for a new product.

You can use ElitesAge Refund Voucher as a voucher code/coupon to purchase any item on the website. A refund voucher is valid for 180 days from issue date and can be used on several purchases, until your balance is 0.

If you have been issued a ElitesAge Refund Voucher, you will have received a voucher number.

Please enter this voucher number in the voucher code box and click “add voucher” during checkout at payment step. A corresponding deduction will be applied to your total amount.

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.

For example: If you purchased an item on sale for KES 2,000/= and its original value was KES 4,000/=, we will refund you KES 2,000/=.

If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid and the amount of the ElitesAge refund voucher.