Refund policy

At StimaPro, we want every customer to feel confident about their purchase. If something does not meet your expectations, we aim to provide a straightforward return and refund process.

1. Return Window

You may return eligible items within 30 days of receiving your order.

Our general return policy lasts 30 days from the date your order is delivered. If more than 30 days have passed since delivery, we may not be able to process your return or refund.

To be eligible for a return, items must be:

  • unused
  • in their original condition
  • returned with original packaging, tags, and accessories where applicable

Our support team is available to guide you through the return process. We do not charge any restocking fees.

2. Return Costs

  • Defective or Incorrect Items: If you receive a damaged, faulty, or incorrect product, return shipping is free.
  • Change of Mind: If you no longer want the item, or if you ordered the wrong size or color, you are responsible for the return shipping cost.
  • Original shipping fees: Shipping fees paid at checkout are non-refundable unless the return is due to our error or a defective item.

3. How to Return

Step 1: Contact Us

Send an email to Info@stimapro.com with your order number and the reason for the return.

Step 2: Repack the Item

Place the item securely in its original packaging with all accessories and documents included.

Step 3: Send the Return

After your return request is approved, you will receive return authorization instructions by email.

Approved returns should be sent to the following return address:

Return Address:
Rainbow Plaza, Ngara, Nairobi, Kenya, off Munae Road

You may use the recommended carrier or your preferred shipping method unless otherwise instructed.

4. Refunds

Once your return is received, we will inspect the item to confirm that it meets our return requirements.

If approved, refunds are processed within up to 30 business days after inspection. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

Refunds will be issued to the original payment method used for the order unless otherwise agreed.

5. Exchanges

If you need a different size, color, or product, please contact us at Info@stimapro.com and we will help arrange an exchange, subject to product availability.

6. Questions and Support

For additional information, please visit our FAQ page or contact our support team using the details below.

7. Business Information

StimaPro is an online store operated by StimaPro, registered in Kenya.

  • Company Name: StimaPro 
  • Store Name: StimaPro
  • Shop Address: Rainbow Plaza, Ngara, Nairobi, Kenya, off Munae Road
  • Office Address: Kiboko Estate, Mara Lane, Kiambu, Thika West District, Thika, P.O. Box 50063, 00100 – G.P.O. Nairobi
  • Email: Info@stimapro.com
  • Phone: +254717222200
  • Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM EAT
  • Response Time: We aim to respond within 1–2 business days.