1. Inspect on the day of delivery
Customers should inspect the product on the same day it is delivered or collected and confirm that the size, style, colour and condition meet their expectations.
2. Change of mind or wrong size
If you simply do not like the product or ordered the wrong size/item, contact us on the same day. Where a refund is approved, the product price is refundable within 3 hours of the same day. After that period, change-of-mind refunds are not accepted.
Original delivery charges are normally non-refundable for change-of-mind returns, and return delivery costs may be the customer's responsibility.
3. Faulty, damaged or wrong items
If we sent a broken, defective or incorrect product, contact us immediately on the delivery day. Once the issue is verified, we will arrange the appropriate replacement or refund, including the initial delivery cost where applicable.
4. Cancellations before dispatch
If an order is cancelled before dispatch, we will arrange a full refund of the amount paid, including delivery charges where those charges were already paid and are refundable.
5. Refund processing
Approved M-Pesa refunds are initiated through our payment provider. The time for the money to appear in the customer's account can depend on the payment provider and transaction processing.
Contact us immediately after delivery if there is a problem. We recommend keeping the product, packaging and proof of purchase available until the issue is resolved.
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