Refund Policy

General approach

Refunds are not automatically guaranteed for every order. Requests may depend on the product type, whether the order was delivered or collected, whether the item was used or damaged, and what applicable law requires.

Before launch, confirm which products are returnable, what timelines apply, and when refunds, exchanges, store credit, or replacements are appropriate.

Possible refund or return situations

• The wrong item was delivered or made available for pickup.
• The item arrived damaged, defective, incomplete, or materially different from what was ordered.
• The order was cancelled before dispatch or before collection and payment status supports reversal.
• A payment was taken but the order could not be fulfilled.

Cases that may be limited or refused

• Items returned after being used, altered, or damaged by the customer.
• Perishable, customized, hygiene-sensitive, or special-order items where return rights may lawfully differ.
• Requests made after a clearly stated review window, subject to applicable law.

How refund requests are handled

Customers should contact [Insert legal or customer support email] or [Insert customer support phone number] with the order reference, delivery details, and any supporting photos or payment references.

Approved refunds may be sent back through the original payment channel where possible, or another lawful method agreed with the customer.

Important note

This policy should be reviewed alongside the Payment Policy, Shipping Policy, and Terms & Conditions because timing and entitlement may vary by payment status, dispatch status, and the nature of the goods.

This page is a launch-ready placeholder and not formal legal advice. Your final policy wording should be reviewed for your products, delivery model, taxes, and Kenyan legal obligations. Policies may vary depending on product type, delivery status, payment status, and applicable law.