48-Hour Return Window
You can initiate an eligible return or exchange within 48 hours (2 days) from the time of order delivery or in-store collection.
Received the wrong item, incorrect volume, or damaged bottle in transit? We arrange an immediate replacement dispatch at zero extra shipping charge, or issue a full refund.
Changed your mind? Return unopened items with bottle seals, holographic stamps, and original packaging 100% intact for an exchange or store refund.
Under Kenya health and beverage safety regulations, opened bottles, broken security seals, or tampered caps cannot be returned or refunded.
How to Return an Item
Choose the method that works best for your schedule. In-store returns are completed in under 5 minutes.
1. Walk-In at Any of Our 7 Nairobi Branches
Bring the unopened product and your digital order confirmation / receipt to any Liquor Square physical store. Our branch manager will inspect the seal and process an instant exchange or refund.
2. Courier / Rider Pickup for Delivered Orders
For wrong deliveries or items damaged during transit, contact our dispatch team within 48 hours. We will dispatch a dedicated rider to collect the bottle directly from your address.
- Your 4 or 6-digit Order Number
- A clear photo of the bottle seal / issue
- Original bottle packaging & invoice
Refund Processing & Payment Timelines
Refunds are credited back through the exact same payment method used during checkout.
Processed within 1–4 hours of product inspection and approval. Funds are reversed directly to your M-Pesa phone number with transaction confirmation.
Initiated through our secure payment gateway within 24 hours. Depending on your issuing bank (Equity, KCB, Standard Chartered, Absa, etc.), funds reflect in 2–5 business days.
Have questions about a specific order?
Our support team is available from 10:00 AM to 9:00 PM daily to resolve any questions regarding deliveries, exchanges, or returns.