Kenya's e-commerce return rate in 2026 stands at 8.5%, showing steady growth amid expanding online retail. The majority of returns are from clothing and apparel, emphasizing the importance of quality and sizing accuracy in online fashion shopping. Enhanced logistics and faster processing times of around 4.2 days have contributed to improved customer experiences, fostering trust in e-commerce platforms across the country.
Compared to 2025, the return rate has slightly increased by 0.3 percentage points, reflecting increased product diversity and higher transaction volumes. Customer satisfaction with return processes remains high at 78%, driven by streamlined policies and digital innovations. As Kenya continues to develop its e-commerce infrastructure, these metrics suggest a mature market focused on customer-centric service and operational efficiency.