1. Introduction

At Home Care Kenya, customer satisfaction is our top priority. This Return and Refund Policy outlines the terms and conditions for returning products and receiving refunds for purchases made through our e-commerce platform. Please read this policy carefully before making a purchase.

2. General Return Policy

2.1 Eligibility for Returns: Products can be returned within 7 days of purchase if they meet the following conditions:

• The product is in its original condition, unused, and in its original packaging.
• The product is not damaged, defective, or altered in any way.
• The product was not sold as a clearance item or marked as “non-returnable.”

2.2 Exclusions:

• Sanitary Products: Due to hygiene reasons, sanitary products (e.g., toilet seats, bathroom accessories) cannot be returned or exchanged once purchased.
• Customized Products: Products that have been customized or made to order are non-returnable.

3. Process for Returning Products

3.1 Return Request: To initiate a return, please contact our customer service team at email or call us at 0768 634 819 within 7 days of receiving the product. Please provide your order number, product details, and reason for the return.

3.2 Return Shipping:

• Customers within Nairobi: Our delivery team will arrange to pick up the product at no additional cost.
• Customers outside Nairobi: You are responsible for shipping the product back to us. Return shipping fees are non-refundable.

3.3 Inspection and Approval: Once we receive the returned product, our team will inspect it to ensure it meets the return eligibility criteria. If the product is approved, we will process your refund or exchange as per your preference.

4. Refund Policy

4.1 Refund Methods: Refunds will be issued in the original form of payment within 7-10 business days after the return is approved. For Cash on Delivery (COD) payments, refunds will be made via mobile money transfer (M-Pesa).

4.2 Deductions: The following may be deducted from your refund amount:

• Shipping fees for products returned from outside Nairobi.
• Any additional costs incurred by Home Care Kenya due to the return.

4.3 Non-Refundable Items:

• Sanitary products, as stated above.
• Delivery fees for products sent outside Nairobi via payment on delivery.

5. Damaged or Defective Products

If you receive a product that is damaged or defective, please contact our customer service team immediately. We will arrange for the product to be picked up, inspected, and either replaced or refunded at no extra cost to you.

6. Exchanges

Exchanges are subject to product availability. If you wish to exchange a product, please follow the return process and specify that you would like an exchange instead of a refund.

7. Contact Information

For any questions or concerns regarding our Return and Refund Policy, please contact us at:

• Email: info@homecarekenya.co.ke
• Phone: 0768 634 819

We are committed to ensuring your satisfaction with every purchase. Thank you for shopping with Home Care Kenya.