1. Scope & Eligibility
We accept returns, exchanges, or refunds only under the following conditions:
- The product is defective, damaged on delivery, or not as described.
- Your return request is submitted within 7 days of delivery.
- The product is returned in its original condition, including all packaging, accessories, and documentation.
- Return or exchange eligibility for certain product categories may be limited or excluded (e.g. perishable goods, personal care items, hygiene products — if relevant).
2. Return / Exchange Process
To initiate a return / exchange / refund:
Contact our customer support within the eligible return period and provide: order number, item details, reason for return, and (if applicable) photos documenting damage or defect. Once approved, follow return instructions sent by support (e.g. drop‑off point or courier pickup).
3. Refund / Replacement
- Once we receive and inspect the returned item, we will either: Issue a refund to the original payment method, OR Send a replacement item (if available)
- Refunds will be processed within a reasonable timeframe (e.g. within 7–15 business days after receipt of returned item)
4. Shipping & Return Costs
- If the return is due to our error (defect, wrong item, damage), we cover return shipping costs.
- If the return is due to "change of mind," you may be responsible for return shipping.
5. Exclusions & Non‑Returnable Items
Some items may be non-refundable or non-returnable (e.g. perishable goods, hygiene products, opened or used items) — such items will be clearly marked as "non‑returnable" at the time of purchase.
6. Modifications & Cancellations
- We reserve the right to modify this policy at any time. Any change will not affect orders already placed.
- You may request order cancellation before shipping — conditions will depend on our fulfillment process and timing.
7. Contact for Returns
For any return/exchange/refund requests or inquiries, contact us at: customercare@shop-inbuddy.com or call us at +254 793 299 146.