Refund and Returns Policy
At ST Traders, your satisfaction is our top priority. We are committed to delivering quality products and excellent service. However, should you need to return a purchase, please review the following policy that outlines our return and refund process.
1. Return Window & Eligibility
We accept returns within 7 days of delivery, subject to the conditions below:
Valid Reasons for Return
| Reason for Return | Applicable Product Categories |
|---|---|
| Changed my mind | All except personal care items, perishables, undergarments, and customized items |
| Item doesn’t fit as expected | Clothing and shoes only |
| Item is broken or defective | All categories |
| Packaging was damaged | All categories |
| Missing parts or accessories | All categories |
| Product appears used or expired | All except digital products/software |
| Item seems fake or inauthentic | All categories |
| Wrong item/color/size/model delivered | All categories |
Eligibility Requirements:
- Item must be unused and in original condition
- Original packaging, tags, and seals must be intact (where applicable)
2. Non-Returnable Items
The following items are not eligible for return:
- Personal care and hygiene-sensitive products (e.g. cosmetics, undergarments)
- Perishable goods (e.g. food, beverages, supplements)
- Customized or personalized products
- Used or damaged items (unless defective and within the return window)
- Opened digital products or software
3. How to Return a Product
Returns are free through our designated pickup points. Once your return request is approved, we will share return instructions via email or phone.
4. Return Packaging Guidelines
To ensure your return is processed smoothly:
- Use the original box or container
- Include all accessories, manuals, and warranty cards
- Do not send unrelated or additional items
- For electronics: log out of all accounts and erase personal data
ST Traders is not liable for any lost personal items or data from returned devices.
5. Refunds
After we receive and inspect your returned item:
- Refunds are processed within 5–10 business days
- If the return is due to a defective or incorrect item, both the product and delivery fee are refunded
- For “change of mind” or size issues, only the product cost is refunded
- Refunds will be made to your original payment method or as specified in your request
6. Rejected Returns
If your return doesn’t meet our conditions:
- We will attempt to deliver the item back to you twice within 6 business days
- If unclaimed for 30 days, it may be forfeited or donated
7. Exchanges
We do not offer direct exchanges. If you need a different item, kindly return the original and place a new order.
8. Need Help?
We’re always here to assist you:
📞 Call/WhatsApp: 0727 605719
📧 Email: support@sttraders.co.ke
🏢 Address: Tea room, Gaberone Road, Gaborone Ln, Nairobi
⏰ Support Hours: 24/7