Refund policy

At GreenBay Market, we value your satisfaction and stand by the quality of every product we offer. If for any reason you are not completely happy with your purchase, we provide a simple and transparent return and refund process. Please read the following policy carefully to understand how returns, exchanges, and refunds are handled.

1. Eligibility for Returns

We accept returns for both defective and non-defective products. To be eligible for a return:

  • The item must be new, unused, and in its original packaging.

  • The return request must be made within 10 days from the date of delivery.

  • Proof of purchase (such as an order confirmation or receipt) must be provided.

2. Condition of Returned Items

Only products that are in new condition will be accepted. Items that show signs of wear, damage, or alteration may not qualify for a refund or exchange. Please ensure the product is securely packed before returning it to avoid damage during transit.

3. Return and Exchange Method

Returns and exchanges are processed by mail only.
A prepaid return label is included in every package to make your return process simple and convenient. You do not need to pay any shipping or restocking fees when returning your product.

4. Free Return Label and No Hidden Costs

We believe in keeping things straightforward. Your return label is included in the package, and return shipping is completely free. There are no restocking fees or hidden deductions applied to your refund.

5. Exchanges

If you would like to exchange an item for a different size, color, or model, simply use the same return process. Once your returned item is received and inspected, we will process your exchange promptly and notify you via email.

6. Refund Process

Once your return is received and inspected, you will be notified of the approval or rejection of your refund.
If approved, your refund will be processed within 7 business days, and the amount will be automatically credited to your original method of payment.

Please note that the processing time for your bank or payment provider may vary.

7. How to Initiate a Return

To start a return or exchange:

  1. Locate the return label included in your original package.

  2. Securely repackage the product with all original tags and materials.

  3. Attach the return label and drop it off at your nearest post office or courier center.

  4. You will receive an email confirmation once your item has been received and processed.

If your package did not include a return label, please contact our support team at info@greenbay.market for assistance.

8. Return Address

All returns should be sent to:
GreenBay Market
Head Office, Amani Gardens, 71 Church Road,
Nairobi, Kenya
Phone: +254709155506
Email: info@greenbay.market

9. Business Hours and Processing Time

Our customer service and warehouse operate during the following hours:
Monday to Friday: 9:00 AM – 5:00 PM
Timezone: (GMT+03:00) East Africa Time (Nairobi)

Please note that return requests or refund processing made outside business hours will be handled on the next working day.

10. Contact Us:

Address: 1Head Office, Amani Gardens, 71 Church Road, Nairobi, Kenya 

Email: info@greenbay.market 

Phone: +254709155506

Business Number: PVT-LRUMPXZ2

Business Hours: 9:00 am - 5:00 pm Between Monday to Friday

Timezone: (GMT+03:00) East Africa Time (Nairobi)