Refund and Returns Policy

Returns, Refunds & Exchange Policy

1. Acceptance of This Policy

By making a purchase through our website, you acknowledge that you have read, understood, and agreed to be bound by this Returns, Refunds & Exchange Policy. This policy forms a legally binding agreement between you (“the Customer”) and the Company (“we,” “us,” or “our”). Failure to comply with the conditions set out herein will result in rejection of any return, refund, or exchange request.

2. Return Window

We accept return requests strictly within seven (7) calendar days from the date of purchase, as evidenced by the order confirmation or receipt. Return requests submitted on the eighth (8th) day or later will not be accepted under any circumstances. No exceptions, extensions, or discretionary approvals shall apply beyond this return window.

3. Eligibility Criteria for Returns

To qualify for a return, all of the following conditions must be satisfied:

The item must be unused, unworn, unwashed, and free from stains, odors, alterations, or damage.
The item must be returned in the exact condition in which it was received.
All original packaging, labels, tags, seals, and accessories must be intact and included.
Valid proof of purchase (receipt or order confirmation) must be provided.
A formal return request must be submitted and approved within seven (7) days of purchase.

Failure to meet any of the above conditions will automatically render the item ineligible for return or refund.

4. Refund Policy

There is no full refund on returned items unless the return is the result of an error solely attributable to us.
All shipping fees, delivery charges, handling fees, and payment gateway charges (including but not limited to M-Paisa transaction fees of approximately 3%) are strictly non-refundable.
Approved refunds shall be issued only after deducting all applicable shipping, transaction, and processing fees.
A full refund shall be issued only where the Company has supplied an incorrect item or a defective product, and such defect or error is verified by us.

All refunds, if approved, will be processed to the original method of payment used at the time of purchase. We do not offer cash refunds, alternative payment methods, or store credits unless expressly stated in writing.

5. Non-Returnable & Non-Refundable Items

The following items are strictly non-returnable and non-refundable, regardless of condition:

Pre-loved or second-hand items
Innerwear, lingerie, sleepwear, or any intimate apparel
Personal care, cosmetic, or beauty products
Accessories, including but not limited to earrings and hair accessories
Sale items, discounted items, or promotional purchases
Gift cards, vouchers, or digital products
Items showing signs of use, wear, damage, or mishandling not caused by us

These exclusions are final and non-negotiable due to hygiene, safety, and commercial considerations.

6. Shipping, Handling & Return Logistics

The Customer is solely responsible for all return shipping costs.
Original shipping and delivery charges are non-refundable.
We assume no responsibility or liability for return items lost, delayed, or damaged in transit.
Customers are strongly advised to use a trackable and insured shipping service when returning items.

The official return address will be provided only after the return request has been reviewed and approved in writing.

7. Inspection & Approval Process

All returned items are subject to inspection upon receipt. We reserve the right to reject any return that does not comply with this policy, even if a return request was previously approved. Items rejected after inspection will not be refunded and may be returned to the Customer at their expense.

8. Late or Missing Refunds

If an approved refund has not been received, the Customer must:

Verify the status of their bank account or digital wallet.
Contact their payment provider, as processing times may vary.
Contact us for further assistance if the issue persists.

We shall not be held liable for delays caused by banks, payment gateways, or third-party service providers.

9. Exchanges

We do not offer general exchanges. Exchanges are permitted only in cases where the item received is defective or incorrect due to our error. Exchange requests must be submitted within seven (7) days of purchase and are subject to inspection and approval.

10. Limitation of Liability

To the maximum extent permitted by law, our liability shall be limited strictly to the purchase price of the item in question, excluding shipping, fees, and third-party charges. We shall not be liable for indirect, incidental, or consequential losses arising from any return or refund.

11. Amendments to This Policy

We reserve the right to amend, update, or modify this policy at any time without prior notice. The version in effect at the time of purchase shall apply.