Standard Return Policy

With our simple returns process, you can shop online worry-free.

If something doesn’t work out, you can send most items back within 3 days of delivery.*

  • Start the return process within 3 days of receiving your item
  • We inspect all returned items. The product must be in new or unused condition, with all original product inserts and accessories.
  • Shipping costs will be the responsibility of the customer in cases of buyer’s remorse returns, such as an item didn’t fit, didn’t like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.
  • We will refund the cost of the merchandise and shipping charges if the return is a result of our error or defective product.
  • Ship the product or send the product to us as soon as possible so it arrives at our facility within 3 days of receipt of the item

*You should note that this return policy does not apply to “Best Value” items where the best before dates are all stated on our website.

How to Return an Item

You may call us at +6732332846 between 10:30 hrs to 17:00 hrs from Monday to Sunday.

Defective Product and Returns Due to Manufacturer Error

If there are mistakes with your order, or products arrive defective/damaged at the time of receipt, we’ll make it right by:

  • Sending you a replacement
  • Replacing the product or 
  • Issue a refund** 
  • And we’ll also cover the cost of any return shipping 
  • If the product is not defective, return shipping fees will apply.

Refund Policy

Refund Process

1. Damaged / Defective product

We inspect all returned items when they arrive at our processing facility. If your return is a result of an error or defective product, we will refund the full cost of the merchandise and original shipping charges.

2. Product Unavailable

Should you have paid full for an item that is not available in-store, we will refund the full cost of payment made by cash or via bank transfer

You can expect to receive your refund within four days of shipping your package back to us. In many cases you will receive a refund sooner, but we estimate four days based on these factors:

  1. When you prefer the refund to be via bank transfer
  2. When your bank is other than Bank Islam Brunei Darussalam (BIBD)

You will be notified via email or/and WhatsApp message with the details of the refund and we will issue the refund back to the form of payment as Cash (which takes 2 days at most – Cash on Delivery).

Kensington BN members enjoy free returns on selected items when they choose an in-store credit refund.