🔄 Return & Refund Policy
1. Overview
At Kechi.co.ke, we strive to ensure you are satisfied with every purchase. If you are not fully satisfied, we’re here to help.
2. Return Eligibility
You may request a return if:
- The item is defective or damaged
- You received the wrong product
- The item is significantly different from what was described
📦 Conditions:
- Return request must be made within 48 hours of delivery
- Item must be unused and in original condition
- Must include original packaging and accessories
3. Non-Returnable Items
We do not accept returns for:
- Used or worn items
- Items damaged after delivery
- Personal care items (if opened)
- Sale/discounted items (unless defective)
4. Refund Process
Once your return is received and inspected:
- You will be notified of approval or rejection
- Approved refunds will be processed within 2–5 business days
💰 Refund Methods:
- M-Pesa reversal
- Store credit (optional)
- Replacement item (if preferred)
5. Delivery & Return Costs
- If the issue is our fault (wrong/damaged item):
👉 We cover return costs - If the return is customer-related (change of mind):
👉 Customer covers return cost
6. Order Cancellations
- Orders can be cancelled before dispatch
- Once shipped, cancellation may not be possible
7. Exchanges
We allow exchanges for:
- Size issues
- Product defects
- Wrong item delivered
8. Contact Us
To request a return or refund, contact us:
📞 Phone/WhatsApp: +254 XXX XXX XXX
📧 Email: support@kechi.co.ke
Please include:
- Order number
- Issue description
- Photos (if applicable)