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. This policy applies to all our markets: Kenya, Uganda, and Nigeria.

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 7 days from the date of delivery.
  • Proof of purchase (order confirmation or receipt) must be provided.

2. Condition of Returned Items Only products in new condition will be accepted. Items showing signs of wear, damage, or alteration may not qualify for a refund or exchange. Please ensure the product is securely packed in the dpackage it was delivered in before returning it.

3. Return and Exchange Method Returns and exchanges are processed at outlets. Customers should contact our support team to arrange a return pickup or drop-off at the nearest designated courier partner.

4. Return Shipping Costs

  • Kenya: Return shipping is completely free. Return shipping is applied for outside Nairobi.
  • Uganda & Nigeria: For non-defective returns, a shipping fee may apply — our support team will advise you at the time of your request.

5. Exchanges If you would like to exchange an item for a different size, color, or model, 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 credited to your original payment method. Processing times may vary by bank or payment provider.

  • Nigeria: Refunds to local bank accounts or mobile wallets may take up to 10 business days depending on your provider.
  • Uganda: Refunds via mobile money (e.g., MTN MoMo, Airtel Money) will be processed within 5–7 business days.

7. How to Initiate a Return

Contact our support team at info@greenbay.market or call each country's number to initiate your return and receive instructions for your region.

You will receive communication once your item has been received and processed.

8. Return Address

  • Kenya: Utawala Branch, Nairobi, Kenya. Phone: +254709155506
  • Uganda: Plot 11, Stanely Sekindi Road, Muyenga, Uganda.  Phone: +256 323 200 861
  • Nigeria: 31 Balarabe Crescent, Victoria Island, Lagos , GMT+01:00) West Africa Time. Phone: +234 201 700 1812

     

  • Please contact info@greenbay.market for the nearest return drop-off point or pickup arrangement in your region.

9. Business Hours and Processing Time Our customer service operates Monday to Friday, 9:00 AM – 5:00 PM. Return requests made outside business hours will be handled on the next working day.

10. Contact Head Office

  • Email: info@greenbay.market
  • Phone: +254709155506
  • Address: Head Office, Amani Gardens, 71 Church Road, Nairobi, Kenya
  • Business Number: PVT-LRUMPXZ2
  • Business Hours: 9:00 AM – 5:00 PM, Monday to Friday (EAT)