Refund policy
Return & Refund Policy
Our Commitment
We are committed to your satisfaction and stand behind the quality of our products. If you experience any issue with your order, we are here to help.
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30-Day Money-Back Guarantee
We offer a 30-day satisfaction guarantee from the date of delivery.
If you are not completely satisfied with your purchase, you may request a return or refund under the conditions below.
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Reporting Issues
If you receive a product that is damaged, defective, or not as described, please report the issue within 7 days of delivery.
To report an issue:
- Contact our customer support via WhatsApp
- Provide your order number
- Send clear photos or videos showing the issue
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Eligibility for Returns
To be eligible for a return:
- The item must be unused and in its original condition
- The item must be returned in its original packaging
- Proof of purchase is required
We reserve the right to رفض any return that does not meet these conditions.
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Return Process
If your return request is approved:
- We will provide return instructions
- The customer is responsible for return shipping costs (unless the item is defective or incorrect)
- Returns must be shipped within 7 days after approval
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Refund Process
- Refunds are issued only after the returned item is received and inspected
- If approved, refunds will be processed to the original payment method (M-PESA, Airtel Money, Visa, Mastercard, or American Express)
- Please allow 5–10 business days for the refund to appear
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Non-Returnable Cases
We do not accept returns if:
- The item has been used, worn, or damaged by the customer
- The return request is made after 30 days
- The product is returned without prior approval
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Abuse & Fraud Protection
To protect our business from misuse:
- We monitor return activity
- We reserve the right to refuse service or limit returns in cases of suspected abuse
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Questions
If you have any questions, please contact us via WhatsApp. We are here to ensure a smooth and transparent experience.