At EA Sports (East Trail Sports Series), we want you to shop with confidence. If an eligible product is not quite right, we will work with you to arrange an exchange, replacement or return subject to the conditions below and applicable Kenyan law.
1. Returns & Exchanges
We recommend contacting us within 48 hours after receiving an item if you would like to request a return or exchange.
To qualify under our standard change-of-mind policy, we may require the product to be:
- Unused and unworn
- In its original condition
- In its original packaging where applicable
- Complete with original tags and accessories
- Accompanied by proof of purchase
Products that have been used, damaged after delivery, altered, washed or otherwise returned in a condition unsuitable for resale may not qualify for a standard change-of-mind return.
2. Wrong, Damaged or Defective Products
If you receive a product that is damaged, defective or materially different from what you ordered, contact us promptly with your order details and, where possible, photographs showing the issue.
We will assess the matter and provide an appropriate remedy in accordance with the circumstances and applicable law.
Kenyan consumer law provides protections relating to consumer transactions, while Kenyan sale-of-goods principles also address remedies where goods do not conform to contractual requirements.
3. Size Exchanges
Bought the wrong size?
Eligible clothing, jerseys, footwear and similar products may be considered for a size exchange provided they are unworn, unused, unwashed and returned with the original tags and packaging where applicable.
The replacement is subject to stock availability.
4. Items That May Not Qualify for Change-of-Mind Returns
Unless defective, incorrectly supplied, or otherwise required by applicable law, we may restrict change-of-mind returns for:
- Personalized or customized products
- Printed/customized team jerseys
- Products made specifically to order
- Used sporting equipment
- Products damaged through misuse
- Opened hygiene-sensitive products
- Event tickets, registrations or experiences where separate cancellation terms apply
- Clearance/final-sale products clearly identified as such at the time of purchase
5. Return Delivery Costs
For ordinary change-of-mind or size exchanges, the customer may be responsible for returning the product and any subsequent delivery charges.
Where EA Sports supplied the wrong product or an item is confirmed to have arrived defective or damaged, the appropriate return/delivery arrangement will be communicated to the customer.
6. Refunds
Where a refund is approved, it will be processed through an appropriate payment method after the returned product has been received and assessed.
Any applicable payment-provider or banking processing time is outside EA Sports’ direct control.
7. Exchanges
Approved exchanges are subject to product availability.
If the requested replacement is unavailable, we will discuss an appropriate alternative with you.
8. Proof of Purchase
Please retain your receipt, order confirmation or other acceptable proof of purchase.
We may request proof of purchase when processing a return, exchange or warranty-related request.
9. Product Inspection
Returned products may be inspected before an exchange or refund is approved.
This helps confirm the item’s condition and the reason for the return.
10. How to Request a Return or Exchange
Contact our customer service team with:
Order number:
Product:
Reason for return/exchange:
Preferred resolution:
Photographs, if damaged or defective
Contact EA Sports
East Trail Sports Series (EA Sports)
Website: easports.co.ke
Email: info@easports.co.ke
Tel: +254 741 492 247