Returns Policy

How do I return an item?

For any return request please contact our Customer Service email:

How much time do I have to return a product to cartoon-nature?

All items sold on cartoon-nature, under certain conditions, can be returned within a period of 7 days from delivery date.

Example: If I received my product on Monday 5th, I have until next Sunday 12th to contact Customer Service.

NOTE: You have 7 days to notify us of your return by ing Customer Service, from the day you received your purchase.

For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty. Click Here to know more about warranties.

How do I send my product to cartoon-nature?

We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request.

Note that for dropping an item off at any pickup station, we will make 3 attempts in 3 days. You will be contacted to ensure you drop off within the 3 days.

However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.

Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done.

How do I track my return status?

We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Center email: .

Is my product under warranty?

We advise you to check our warranty page here to get more information about our warranty policy.

For any inquiries contact our Customer Service Center email:

If my returned product is not validated for refund, how do I get informed?

If your return is invalid then we will you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

“Note that we will make two attempts to return the product to you at no cost. However after two failed attempts, we will cancel the return process and store the product at our warehouse for up to seven days awaiting your collection. If you do not collect the product within these seven days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law”

I received something I didn’t order. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 7 days (with seal not broken).

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 7 days return period. For any inquiries contact our Customer Service Center email: . If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.