Returns Policy
We are sorry to hear you do not like your order! We are willing to accept returns that have not been used, worn or damaged in any way and that are fit for resale once we receive them back.
Any sign of damage upon items return to the depot will result in no refund.
If you would like to return your item(s) please click on the above button to start your returns process. Returns requested after 7 days from the order date will not be accepted.
Failure to show an order number or confirmation may result in your return not being accepted.
Once you have completed this returns request please send your items back to the following address or return your items to one of our shops.
Attn: Returns Depot
Rock and Stones Ltd
c/o Wells Fargo Gilgil
Tel: +254 701 748 03
Please note that any return packaging or postage is at the customers charge.
Sending your items back before requesting your return could delay your refund and returns process.
Exchange Policy
At Rock and Stones, we want you to be happy with your purchase. If you would like to exchange an item, we are happy to assist, provided the following conditions are met:
Exchange Eligibility:
To qualify for an exchange:
- Items must be unworn, unused, and in their original condition.
- All original packaging, tags, labels, and any accessories included with the item must be returned.
- Your exchange request must be submitted, and the item returned to Rock and Stones, within 7 days of receiving your order.
- Items must be free from damage, stains, odours, or any signs of wear.
We reserve the right to decline an exchange if the returned item does not meet the above requirements.
Exchange Process
- Submit your exchange request through our website before returning your item (link above).
- Once your request has been submitted, return the item to the address below or bring it to any Rock and Stones retail store.
- After we receive and inspect your returned item, we will contact you to arrange payment for the shipping cost of your replacement item.
- Your replacement item will be dispatched once the applicable shipping fee has been received.
Please note:
- Customers are responsible for all costs associated with returning items for exchange.
- Customers are also responsible for the shipping cost of sending the replacement item. The replacement item will not be dispatched until this payment has been received.
- Returning an item before submitting an exchange request may delay the processing of your exchange.
Return Address
Attn: Returns Department
Rock and Stones Ltd
c/o Wells Fargo, Gilgil
Tel: +254 701 748 703
Alternatively, you may return your item to any Rock and Stones retail store.
Additional Information
- Exchanges are subject to product availability. If your requested item or size is unavailable, we will contact you to discuss alternative options.
- We recommend using a tracked courier service when returning your items, as Rock and Stones cannot accept responsibility for items lost or damaged in transit until they have been received by us.
- Items marked as Final Sale, Clearance, or otherwise specified as non-exchangeable are not eligible for exchange unless they are faulty or incorrect.
- This exchange policy does not affect your statutory rights under applicable consumer protection laws.
Refund Policy
From the date of receiving your items back at our location and confirming that the items are in good, unworn order, we aim to process your refund between 5-7 working days.
Your refund will be granted via M-Pesa only so kindly confirm a valid M-Pesa number to refund the total amount for shorts less any delivery charge.
Please note that shipment rates are non-refundable.