Returns & Refunds
We stand behind every stitch. If something is not right, we will make it right — no questions asked, no lengthy processes. Shopping with DeranáVitenge should always feel safe.
Our Promise
Return any ready-made piece within 30 days of delivery for a full refund, no questions asked. We want you to love what you wear.
Full Refund Within 30 Days
Return any eligible item within 30 days for a complete refund to your original payment method, including shipping.
Free Alterations — 60 Days
If the fit isn't perfect, our artisans will alter any garment free of charge within 60 days. We'll arrange collection from you.
Easy Exchanges
Wrong size? We'll exchange for the correct size at no extra cost, subject to stock availability.
How It Works
The process is simple and takes less than 5 minutes to initiate.
Contact Us
WhatsApp or email us with your order number and a brief reason for the return. A photo of the item helps speed things up.
Get Approval
We'll confirm your return is eligible and send you a return reference number within 4 hours (Mon–Sat).
Send It Back
Pack the item securely (original packaging preferred) and drop it at any courier agent. Include your return reference inside.
Refund Issued
Once we receive and inspect the item (1–2 days), your refund is issued within 3 business days to your original payment method.
Eligibility
To be eligible for a return, items must be unworn, unwashed, and in their original condition with tags attached.
| Item Type | Refund | Exchange | Free Alteration | Notes |
|---|---|---|---|---|
| Ready-made Dera / Vitenge / Kikoi | ✓ Full refund | ✓ Yes | ✓ 60 days | Must be unworn, tags on, within 30 days |
| Custom / Made-to-measure garments | ✗ No refund | ~ Size only | ✓ 60 days | Custom orders are non-refundable; free alterations apply |
| Sale / Discounted items | ~ Store credit only | ✓ Yes | ✓ 60 days | No cash refunds on items discounted over 30% |
| Fabric / Material (uncut) | ✓ Full refund | ✓ Yes | N/A | Must be uncut and in original fold within 14 days |
| Fabric / Material (cut & used) | ✗ No refund | ✗ No | N/A | Once cut, fabric cannot be returned |
| Damaged / Defective item | ✓ Full refund | ✓ Yes | ✓ Priority | We cover all return shipping costs for defective items |
| Wrong item received | ✓ Full refund | ✓ Yes | N/A | We cover all return shipping costs; resend your correct order |
Fine Print
Refund Timelines
M-Pesa refunds: within 24 hours of approval. Card refunds: 3–7 business days depending on your bank. We'll notify you by SMS and email when the refund is processed.
Return Shipping Costs
For change-of-mind returns, the customer covers return shipping. For defective or incorrect items, we cover all return costs and will arrange courier collection at our expense.
Item Condition
Items must be returned in original condition — unworn, unwashed, no perfume or deodorant marks, and with original tags attached. Items not meeting this standard will be returned to you.
We're here to help. Reach us on WhatsApp for the fastest response, or send us an email.