Our Returns Policy
Keniye operates as a wholesale drinks supplier. Due to the nature of food and beverage products, our returns policy is necessarily strict — but we are committed to making things right when genuine issues arise.
All sales are considered final once goods have been collected from a branch or accepted upon delivery. We ask that all customers inspect their order at the point of collection or immediately upon delivery before signing off.
Where goods arrive in a damaged condition, are incorrectly packed, or do not match the confirmed order, Keniye will work with you to resolve the issue. We take product quality seriously and stand behind every order that leaves our branches.
Returns are accepted only for the following reasons: goods delivered in a damaged or broken condition; items that do not match the confirmed order (wrong product or quantity); and goods that are visibly defective or compromised at the time of delivery.
How to Request a Return
All return requests must be submitted within 24 hours of receiving your order. Requests made after this window may not be eligible for a return or replacement.
To request a return, contact us via WhatsApp on +234 800 000 0000 with the following details: your full name, the order date, your selected branch, a description of the issue, and clear photographic evidence of the damaged or incorrect goods.
Once we receive your request, a member of our team will review it and respond within one business day. We may ask follow-up questions to help us assess the situation fairly.
Please do not dispose of or return goods before hearing back from us — we may need the original packaging or product to process your claim.
Refund Timeline
Where a return or refund is approved, Keniye will issue either a replacement of the affected goods or a credit note to be applied against your next order. The resolution offered will depend on stock availability and the nature of the issue.
Cash or bank transfer refunds are issued only in exceptional circumstances where a replacement or credit is not possible. Where a bank transfer refund is approved, it will be processed within 5–7 working days of approval.
Refunds are issued to the original payment method where applicable. Keniye does not process card refunds as we do not accept card payments on this platform.
You will be notified via WhatsApp at each stage of the process — when your request is received, when it is reviewed, and when a resolution has been actioned.
Non-Returnable Items
The following items are not eligible for return under any circumstances:
Opened or partially consumed products. Once a bottle, can, or pack has been opened, it cannot be returned regardless of the reason.
Goods that have been stored incorrectly after delivery. Keniye is not liable for quality degradation caused by improper storage on the buyer's premises.
Items returned more than 24 hours after collection or delivery without prior notice to Keniye.
Products purchased during a clearance, promotional, or discounted sale, unless they arrive visibly damaged.
Custom or specially ordered items arranged outside of our standard catalog.
Damaged Goods in Transit
For delivery orders, our drivers are instructed to handle all goods with care. In the rare event that goods are damaged during transit, please photograph the damage before unloading and notify us immediately via WhatsApp.
Do not accept delivery of goods that are visibly and severely damaged in transit — you are within your rights to refuse the delivery and contact us straight away. Our team will arrange a replacement delivery at the earliest opportunity.
For pickup orders, we encourage all customers to inspect their goods before leaving the branch. Our staff are available to assist you. Once you have left the premises with your goods, they are considered accepted.
Contact Us
For all returns, refund requests, or questions about this policy, please reach out to us directly via WhatsApp: +234 800 000 0000. This is the fastest way to reach our team.
You can also email us at hello@keniye.com or use the contact form on our Contact page. Our team is available Monday to Saturday, 8:00 am – 6:00 pm, and Sunday, 10:00 am – 4:00 pm.
We aim to resolve all returns and refund requests fairly and promptly. Your satisfaction — and your trust — matters to us.
Questions about a specific order? The fastest way to reach us is via WhatsApp. See also our Terms & Conditions and Privacy Policy.