Return & Refund Policy

Last Updated: August 27, 2026

At Geilstore, we want you to be completely satisfied with your purchase. Because we sell intimate products, our returns policy is designed to protect the health and safety of every customer. Please read it carefully before placing your order.

Quick Summary

• Return window: 1 day (24 hours from delivery or collection)
• Product condition: New only — unused, unopened, in original sealed packaging
• Return method: In store — Comet Mall, Monrovia Street, Nairobi
• Restocking fee: None
• Resolution time: 2 days from the day we receive the item
• Resolution type: Replacement product, exchange, or store credit. We do not issue cash refunds.

1. Returns We Accept

Faulty or defective products. If a product does not work as described, is damaged on arrival, or stops functioning within 24 hours of delivery, you may return it for assessment.

Wrong product delivered. If we send you something other than what you ordered, we will correct it at no cost to you.

Change of mind — unopened items only. If you decide you no longer want an item, or would prefer a different colour or model, you may return it provided the packaging has not been opened, unsealed, or tampered with in any way. Return delivery costs are paid by you in this case.

All returns must meet every one of the following:

• The request is made within 24 hours of delivery or collection
• The product is unused and in its original sealed packaging
• Proof of purchase can be provided (order number, receipt, or M-Pesa confirmation)

2. Items We Cannot Accept

For hygiene and health reasons, the following cannot be returned under any circumstances:

• Any product that has been used, opened, unsealed, or tampered with
• Lubricants, oils, and any consumable product once the seal is broken
• Lingerie and wearable items — except where the wrong item was delivered
• Products returned more than 24 hours after delivery or collection
• Products without their original packaging
• Items marked as final sale or clearance at the time of purchase

This is standard practice for intimate products and is not negotiable. Please choose carefully before opening any item.

3. How to Make a Return

Step 1 — Contact us within 24 hours. Reach us on WhatsApp, phone, or email with your order number and a description of the issue. Photographs help us resolve faults faster.

Step 2 — Bring the item to our shop. Returns are handled in store at Comet Mall, Monrovia Street, Nairobi. Bring the product in its original packaging along with your proof of purchase.

Step 3 — Assessment. Every return is inspected before approval. Faulty items are tested to confirm the fault. Assessment is normally completed within 24 hours.

Step 4 — Resolution. Once approved, your replacement or store credit is ready for collection. The full process normally takes 2 days from the day we receive the item.

4. Who Pays for Return Delivery

• We pay when the error is ours — wrong item delivered, or a product that arrived damaged. We will collect the item and deliver the correct product at no extra charge.
• You pay when the return is a change of mind, or when you are returning an item for fault assessment. If the fault is confirmed as a manufacturing defect, we will reimburse your return delivery cost.

5. Refunds and Resolutions

Geilstore does not offer cash refunds. Approved returns are resolved in one of the following ways, at your choice where possible:

• A replacement of the same product
• An exchange for a different product of equal value
• Store credit or a website voucher code for future use

Supplier returns. In rare cases where a faulty product must be returned to the manufacturer or supplier for assessment, resolution may take 30 to 60 days. We will tell you as soon as we know this applies to your order and keep you updated throughout.

6. Warranty on Electronic Products

Where a product carries a manufacturer's warranty, that warranty applies in addition to this policy and is honoured according to the manufacturer's terms. Ask us at the time of purchase whether your item is covered.

7. Discretion

Every return is assessed individually and may be approved or declined based on the condition of the item and the circumstances of the request. We aim to be fair and will always explain our decision.

8. Contact Us About a Return

• WhatsApp / Call: 0794320675
• Email: geilstore2000@gmail.com
• Visit: Comet Mall, Monrovia Street, Nairobi

Our team is discreet, professional, and happy to help. All enquiries are handled confidentially.