Yvi Shop

Refund and Returns Policy

Effective Date: 21st January 2026

This Refund and Returns Policy applies to purchases made through atotoatori.co.ke and is governed by the laws of the Republic of Kenya, including the Consumer Protection Act, 2012 and relevant regulations.

Return Period

Our refund and returns policy allows for returns within 30 days from the date of purchase or delivery. If 30 days have passed since your purchase, we regrettably cannot offer you a full refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused and in the same condition as received
  • The item must be in its original packaging with all tags and labels intact
  • You must provide proof of purchase (receipt, order confirmation, or invoice)

Non-Returnable Items

In accordance with Kenyan consumer protection regulations and health standards, the following items cannot be returned:

  • Perishable goods including food items, fresh flowers, newspapers, and magazines
  • Intimate or sanitary goods for health and hygiene reasons
  • Hazardous materials, flammable liquids, or gases
  • Digital products including downloadable software, e-books, and digital content after download
  • Gift cards and mobile money vouchers (M-Pesa, Airtel Money vouchers)
  • Opened health and personal care items including cosmetics and supplements
  • Custom-made or personalized items created specifically for you

Partial Refunds

Partial refunds may be granted in the following situations:

  • Books or printed materials showing obvious signs of use
  • Opened media items (CDs, DVDs, software, video games) with broken seals
  • Items not in original condition, damaged, or missing parts due to reasons other than our error
  • Items returned after 30 days from delivery date

Return Process

To initiate a return:

  1. Contact us at refunds@atotoatori.co.ke or any other business contact received during your shopping experience within 30 days of receiving your item.
  2. Provide your order number and reason for return
  3. Wait for return authorization and instructions
  4. Do not send items back to the manufacturer or online store for virtual shopping experience.
  5. Ship items to our designated address that we will provide.

Refund Processing

Once we receive and inspect your returned item:

  • We will send you an email notification confirming receipt
  • You will be notified of the approval or rejection of your refund within 7 business days
  • If approved, your refund will be processed within 14 business days
  • Credit will be applied to your original payment method (M-Pesa, bank card, etc.)

Late or Missing Refunds

If you have not received your refund after the specified period:

  1. Check your M-Pesa messages or bank account statement
  2. Contact your bank or mobile money provider, as processing may take additional time
  3. If the refund is still not reflected, contact us at shop@atotoatori.co.ke

Sale Items

Sale items and promotional purchases may only be eligible for store credit unless the item is defective. Please review specific sale terms at the time of purchase.

Exchanges

We replace items only if they are defective, damaged upon arrival, or if we sent the wrong item. To exchange an item:

  • Contact us at refunds@atotoatori.co.ke with photos of the defective/damaged item
  • Send the item to our locations after receiving authorization
  • We will send a replacement at no additional cost

Gifts

If an item was purchased as a gift and shipped directly to you:

  • You will receive store credit equal to the value of the returned item
  • Once we receive the return, we will issue a gift voucher

If the gift giver received the order first:

  • The refund will be issued to the original purchaser
  • The gift giver will be notified of the return

Shipping Costs for Returns

  • You are responsible for paying shipping costs when returning items
  • Shipping costs are non-refundable
  • For approved refunds, return shipping costs will be deducted from your refund amount
  • We recommend using a trackable courier service ( local courier services: Easy Coach, PIckup Mtaani and international shipping: DHL and Mashpoa)
  • For high-value items, consider purchasing shipping insurance
  • Atotoatori.co.ke is not responsible for items lost in return transit

Consumer Rights

Under the Consumer Protection Act, 2012, you have the right to:

  • Receive goods that match the description provided
  • Return defective or unsafe products
  • Fair treatment in all transactions
  • Lodge complaints with the Competition Authority of Kenya if your consumer rights are violated

Contact Us

For questions, concerns, or to initiate a return, please contact us:

Email: shop@atotoatori.co.ke
Phone: +254 70143 1696

This policy is compliant with Kenyan law and may be updated periodically. Please check our website for the most current version.