Effective Date:
Last Updated:
This Refund Policy applies to all purchases made through the Gilanis Online website and mobile application operated by Gilanis Distributors Ltd (“GDL,” “we,” “our,” or “us”).
Payments for orders may be made either at the time of delivery (“Pay-on-Delivery”) or in advance through the online payment gateway (“Pre-Payment”).
By placing an order with Gilanis Online, you acknowledge that this Refund Policy governs and will apply to your transactions with us.
Refunds and returns will be handled in accordance with this Policy and the Consumer Protection Act, 2012
If you have pre-paid for an order and:
The order is cancelled by GDL (e.g., due to unavailability of stock, delivery restrictions, or operational issues), or
The order cannot be delivered to your registered address (outside delivery zones or inaccessible locations),
you will be entitled to a full refund of the amount paid.
Refunds will be processed through the same payment method used during purchase. Processing times may vary depending on your bank, mobile money operator, or payment provider, but GDL will initiate the refund within 7–14 working days of confirmation.
If you cancel your order before the order is confirmed by GDL, any pre-payment made will be refunded in full.
Once an order is confirmed, it cannot be cancelled and no refunds will be issued, except where required by law or at GDL’s discretion.
For orders where you have chosen Pay-on-Delivery, no payment is taken until delivery. Therefore, if the order is cancelled before delivery, no refund process is applicable. If you refuse delivery due to damaged or incorrect items, you will not be required to make payment for the rejected items.
If you receive a product that is damaged, defective, incomplete or incorrect, you must notify GDL immediately upon delivery or within 24 hours by contacting our customer service team. Customers may be required to provide photo evidence or return the affected items for verification.
GDL will review such claims on a case-by-case basis and may, at its discretion, offer a replacement of the item, re-delivery of the correct item, or refund limited to the value of the affected items only.
Certain categories of goods are non-returnable and non-refundable for health, hygiene, or legal reasons. These include but are not limited to:
Perishable goods such as fresh produce, dairy and meat.
Opened or used consumable products, unless defective.
Items clearly marked as “final sale” or “non-returnable” at the time of purchase..
Refunds will be made to the original payment method (e.g., M-Pesa wallet, bank card, or account used for purchase).
Refunds will be initiated within 7–14 working days after approval of the request.
In certain cases, GDL may, at the customer’s option, issue a store credit or voucher equivalent to the refund value.
This Refund Policy does not limit your rights under the Consumer Protection Act, 2012 or any applicable Kenyan laws. Customers are entitled to fair remedies for defective or substandard goods.
If you have any questions or wish to request a refund, please contact us:
Gilanis Distributors Ltd
[Tower One Building, Moi Road, Off Kenyatta Avenue, Nakuru, Kenya
Email: admin@gilanisdistributors.com
Phone: 020 513 5000