Returns & exchanges
We want school-uniform issues handled clearly and fairly. This page explains return windows, sizing exchanges, wrong-item support, item-condition requirements, Kangemi pickup coordination, and Nairobi delivery exchange guidance.
If BASFAY sends a different item, size, colour, or school-uniform option from what was confirmed on your order, contact support with your order number, phone number, and clear photos of the item received.
BASFAY will review the issue and coordinate the most suitable resolution after confirming the item.
If an item arrives damaged or appears defective, contact support as soon as possible within the 2-day window. Please include photos showing the damage or defect so the team can review it quickly.
Defective or damaged items are assessed after confirmation before an exchange, replacement, or refund is approved.
School-uniform sizing can vary by item style and student fit. If the size is not right, contact support early so BASFAY can check available sizes and guide you on exchange options.
Size exchanges are considered only when the item is unused, unworn, unwashed, clean, and in good condition.
If you changed your mind or selected the wrong size, BASFAY may review an exchange request within 2 days, provided the item meets the condition requirements.
Return or exchange delivery costs may depend on the case and will be coordinated with support before movement.
For pickup orders, support will help coordinate item confirmation or exchange arrangements at Kangemi Market.
For Nairobi delivery orders, contact support before sending anything back so the delivery or exchange process can be coordinated correctly for your case.
Send your order number, phone number, and photos where needed. BASFAY support will advise on the next step without promising automatic approval before the item has been confirmed.