Returns are accepted only for items purchased on this website. If you bought your item from another retailer or store, please contact that retailer directly.

How Do I Return or Exchange an Item?

Email us at info@americantourister.ke with your contact details and Order ID, or call our customer care line on 0792 688 376. You're also welcome to visit your nearest American Tourister store in Nairobi.

What Is Our Return Policy?

Incorrect or Defective Items

If you received the wrong item, or an item that arrived damaged or defective, you may return it within 30 days of receipt, in line with the Consumers Federation of Kenya (COFEK) guidelines. To qualify:

• The item must be in its original purchase condition, with its original packaging, proof of purchase, warranty card, manuals, and all accessories included.
• Packaging must be unmarked and undamaged.
• Any tags attached on delivery must still be attached on return.
• Items bought as part of a set or multi-item pack must be returned as a complete set, including any gift, bonus item, or bundle that came with the order.

All returns are reviewed by American Tourister Kenya before a remedy is issued.

Once we receive your return, we'll inspect the item and assess the claimed defect. If we determine a remedy applies, we'll proceed with a replacement or refund. If we don't believe a remedy applies — for example, if the damage resulted from misuse or isn't covered under the commercial warranty — we'll let you know and return the item to you; in that case, you'll need to cover the cost of shipping it back, and we'll share payment instructions with you. Refunds are issued to the original payment method and are typically processed within 30 days of us receiving the returned item, though this can take longer depending on the item and current return volumes. We'll keep you updated by email on the status of your return, including if any part of it can't be fulfilled.

Change of Mind

If you simply change your mind about a purchase, you may return it within 14 days of receipt. Return postage is at your own cost in this case. The same conditions apply:

• The item must be in its original purchase condition, with original packaging, proof of purchase, warranty card, manuals, and all accessories — including labels, instructions, and hang tags — intact.
• Packaging must be unmarked and undamaged, and any tags must remain attached.
• Items bought as part of a set or multi-item pack must be returned as a complete set, including any gift, bonus item, or bundle that came with the order.

All returns are reviewed by American Tourister Kenya before a refund is issued.