Last Updated: August 2026
At Muhika, we want you to be confident in your purchase. We therefore encourage customers to carefully consider sizing, design and product requirements before completing a purchase.
This Returns & Refunds Policy explains the circumstances in which Muhika accepts returns, exchanges or refunds.
This policy applies subject to applicable consumer protection and other laws in Kenya.
1. General Policy
Unless otherwise stated in this policy or required by applicable law, all sales are final.
We do not offer refunds simply because a customer changes their mind, changes their preference, or purchases the wrong size.
Where a product is eligible for an exchange under this policy, the exchange is subject to availability and the conditions set out below.
2. Clothing
For clothing purchases, customers are encouraged to visit the Muhika store and confirm the appropriate size before purchasing.
Where a purchased garment does not fit, Muhika may allow an exchange for the same design in a different size, subject to:
- The requested size being available
- The garment being unworn
- The garment being in its original condition
- All original tags, labels and packaging being retained where applicable
- The garment not having been altered, washed, damaged, stained or otherwise used
An exchange does not allow a customer to change to a different design, colour or product.
The exchange is strictly for the same design in another available size.
3. Delivery Costs for Exchanges
Where a customer requests an eligible size exchange after the product has been delivered, the customer is responsible for:
- The cost of returning the original item to Muhika; and
- The cost of sending the replacement item back to the customer.
Muhika will not reimburse delivery or transport costs associated with an exchange unless otherwise agreed or required by applicable law.
Customers who are able to visit our store are encouraged to do so and may select the appropriate available size directly.
4. Fabrics
All fabric sales are final.
Because fabrics are sold by design, colour, pattern and/or measured quantity, fabrics cannot be returned or exchanged once purchased, except where required by applicable law or where Muhika has supplied an item that is materially different from what was ordered.
Customers are encouraged to inspect and confirm their fabric selection before completing their purchase.
5. Wholesale Purchases
All wholesale sales are final.
Wholesale goods cannot be returned or exchanged, and wholesale purchases are not eligible for refunds, except where required by applicable law or where Muhika has supplied goods that are materially different from the agreed order or are otherwise subject to a valid claim.
Wholesale customers are therefore encouraged to confirm:
- Product selection
- Design
- Size requirements
- Quantities
- Colours and patterns
- Order specifications
before confirming an order.
Once a wholesale order has been confirmed, Muhika may begin preparing or fulfilling the order based on the agreed specifications.
6. Sale and Promotional Items
Sale and promotional purchases are not eligible for refunds.
Where a sale clothing item does not fit, Muhika may, subject to availability and the conditions in this policy, allow an exchange for the same design in a different size.
A sale item cannot be exchanged for a different design or product.
Delivery costs associated with an eligible exchange remain the responsibility of the customer.
7. Defective, Damaged or Incorrect Items
Our general no-return policy does not prevent customers from contacting us where a product:
- Arrives damaged;
- Has a manufacturing or material defect;
- Is materially different from the product ordered; or
- Is supplied incorrectly by Muhika.
If you believe you have received an incorrect, damaged or defective item, please contact Muhika as soon as reasonably possible and provide details of the issue.
We may request photographs, order information or other reasonable information to help us assess the matter.
Where Muhika is responsible for an incorrect or defective supply, we will assess the appropriate remedy in accordance with applicable law and the circumstances of the case.
8. Conditions for Eligible Clothing Exchanges
Where an exchange is permitted, the item must generally:
- Be the same item originally purchased;
- Be unworn;
- Be unwashed;
- Be unaltered;
- Be free from stains, damage, perfume, makeup or other signs of use;
- Have its original tags or labels where applicable; and
- Be returned in a condition suitable for resale.
Muhika reserves the right to decline an exchange where the item does not meet these conditions, subject to applicable consumer protection requirements.
9. How to Request an Exchange
Before sending an item back, please contact Muhika to confirm whether the requested exchange is eligible and whether the required size is available.
Please do not send an item back without first contacting us.
Our team will provide the appropriate instructions for the exchange.
10. No Cash or Alternative Product Refunds
Where an exchange is permitted under this policy, the remedy is an exchange for the same design in an available alternative size.
We do not ordinarily provide:
- Cash refunds;
- Refunds to alternative payment methods;
- Store credit in place of an eligible size exchange; or
- Exchanges for a different design.
This does not limit any rights that cannot lawfully be excluded under applicable Kenyan law.
11. Choosing the Correct Size
We strongly encourage customers purchasing clothing to confirm their size before completing an order.
Customers may visit our physical store and try or assess available sizes where appropriate.
For online or remote purchases, customers are encouraged to contact Muhika before ordering if they require assistance with sizing.
Taking a little time to confirm the correct size before purchase can avoid the additional delivery costs associated with an exchange.
12. Custom or Special Orders
Products that are specially made, altered, customised or produced specifically according to a customer’s requirements may be subject to different terms.
Because such products may have been created specifically for the customer, they may not be eligible for return, exchange or refund except where required by applicable law or where the product is defective or materially different from the agreed specifications.
Any applicable terms will be communicated before the order is confirmed.
13. Wholesale and Trade Customers
Wholesale and trade customers should carefully review their orders before confirming them.
Wholesale orders may involve quantities, specifications and commercial arrangements that differ from ordinary retail purchases.
Wholesale purchases are final and are not eligible for return, exchange or refund, except where required by applicable law or where there is a valid issue attributable to Muhika, such as an incorrect or materially defective supply.
Where applicable, the agreed wholesale terms for a particular order will form part of the commercial agreement between Muhika and the customer.
14. Policy and Consumer Rights
This policy is intended to clearly communicate Muhika’s normal returns, exchange and refund practices.
Nothing in this policy is intended to exclude, restrict or remove any consumer right or other legal right that cannot lawfully be excluded or restricted under the laws of Kenya.
Where Kenyan law provides a mandatory remedy that differs from this policy, the applicable legal requirement will prevail.
15. Contact Muhika
If you have a question about a purchase, exchange or return, please contact us before sending any product back.
Muhika
F31, 1st Floor, Bilal Towers
5th Street, 1st Avenue
Opposite Bangkok Mall
Eastleigh, Nairobi, Kenya
Phone / WhatsApp: +254 141 448 910