At Kenia Stores, we want to ensure that you are completely satisfied with your purchase. If for any reason you need to return a product, we have a hassle-free returns policy in place. Please read the following guidelines to understand our return process:
Acceptable Return Reasons:
Physically Damaged upon Delivery: If your product arrives with visible damage, please contact us immediately to initiate the return process. We will arrange for a replacement or refund, depending on your preference.
Wrong Color: In the event that you receive a product in a different color from what was ordered, we apologize for the inconvenience caused. Please notify us within [X] days of receiving the item, and we will assist you with the return and provide the correct color variant.
Wrong Item Delivered: If you receive an item that is different from what you ordered, kindly inform us within [X] days of delivery. We will guide you through the return process and ensure that you receive the correct item promptly.
Wrong Size: If you have received a product in the wrong size, please reach out to us within [X] days of delivery. We will assist you in returning the item and arrange for a replacement in the correct size.
Return Process: To initiate a return, please contact our customer service team via email at returns@kenia.co.ke or call us at +254 27228216. Provide us with your order details, including the order number, item name, and the reason for the return. Our customer service representatives will guide you through the process and provide you with a return authorization, along with any necessary instructions.
Please ensure that the returned item is in its original condition, with all tags and packaging intact. Once we receive the returned product, our team will inspect it to verify the reason for return. Upon approval, we will issue a refund or arrange for a replacement, depending on your preference and product availability.
Please note that certain items may not be eligible for return due to hygiene reasons or specific manufacturer policies. Such products will be clearly marked as non-returnable on their respective product pages.
We strive to make the return process as smooth and convenient as possible. Your satisfaction is our priority, and we appreciate your cooperation in adhering to our return guidelines. If you have any further questions or need assistance, please don’t hesitate to contact us.
