Customer Care
Returns Policy
We want you to be completely satisfied with every purchase. If something is not right, we will make it right.
What can be returned?
Eligible for return
- Unopened items in original packaging
- Damaged or defective products on arrival
- Wrong item delivered
- Quality does not match description
Not eligible for return
- Fresh produce, meats, and perishable goods
- Opened or used personal care and cosmetics
- Items without proof of purchase
How to return an item
Follow these simple steps and our team will handle the rest.
Contact our team
Reach out via the Contact Us page, call our helpline, or visit any Simba branch within 7 days of purchase.
Pack the item
Ensure the item is in its original packaging with all accessories, tags, and your receipt or order confirmation.
Drop off or arrange collection
Drop the item at any Simba branch or request a collection from your address for a small fee.
Receive your refund
Once inspected and approved, your refund will be issued within 3–5 business days via your original payment method.
Refund options
Original payment method
Refunded to the card or mobile money account used for the original purchase.
Store credit
Receive the full amount as store credit, valid for 12 months across all Simba branches.
Exchange
Swap for the same item or an item of equal value at any Simba branch.
Important note
Simba Supermarket reserves the right to refuse returns that do not meet our policy conditions. In-store purchases must be returned to a physical branch; online orders may be returned in-store or via our collection service.