Returns & Exchange Policy
Applicable To: All purchases made through kakiba.com, whatsapp and/or our retail store ("The Company").
1. Preamble
This Returns & Exchange Policy ("the Policy") governs the terms and conditions applicable to the return, exchange, and resolution of complaints in respect of products purchased from the Company by a customer ("the Customer"). By placing an order with the Company, the Customer acknowledges having read, understood, and agreed to be bound by the terms set out herein.
The Company's overarching policy objective is the timely and satisfactory resolution of product-related concerns through exchange or store credit, which the Company has determined, within its reasonable judgment, to be the most efficient and expedient remedy available to the Customer, incase of any issue resolution.
2. Definitions
For the purposes of this Policy, the following terms shall have the meanings ascribed below:
- "Exchange" means the substitution of a purchased product for an alternative product of equivalent value, or of higher value upon payment by the Customer of the differential amount ("Top-Up").
- "Store Credit" means a non-cash credit issued to the Customer's account with the Company, redeemable exclusively against future purchases.
- "Eligible Product" means a product that satisfies the conditions for return or exchange set out in Clause 4.
- "Working Days" means all days other than Sundays, and public holidays observed at the Company's principal place of business.
3. Governing Principle
3.1 The Company shall, as its primary mode of resolution, offer the Customer an Exchange or Store Credit in respect of any Eligible Product.
3.2 The Customer expressly acknowledges that Exchange and Store Credit constitute adequate and reasonable remedies for the matters addressed herein, and that such remedies shall be processed and fulfilled on a priority basis, subject to Clause 6.
3.3 Nothing in this Clause shall be construed as a waiver of any statutory right to which the Customer may be entitled under applicable consumer protection legislation, where such right cannot lawfully be excluded or limited by agreement.
4. Eligibility Criteria
4.1 A request for return, exchange, or store credit shall be deemed valid only where the following conditions are cumulatively satisfied:
(a) the request is initiated within 24 hours from the date of delivery; (b) the product is unused, unworn, unwashed, and in its original condition, with all original tags and labels intact; (c) the product is accompanied by its original packaging, and (d) valid proof of purchase (order identification number or invoice) is furnished by the Customer.
4.2 Products that are worn, altered or damaged through use, shall be deemed ineligible, and the Company reserves the right, in its sole discretion, to reject any such request.
4.3 Products designated as "Final Sale," are expressly excluded from the scope of this Policy, save where such products are defective, in which case Clause 5 shall apply.
5. Procedure Applicable to Defective, Damaged, or Mis-Shipped Products
5.1 Where a Customer alleges that a product is defective, damaged, or was delivered in error, such Customer shall report the matter to the Company within 24 hours of delivery, accompanied by photographic evidence substantiating the claim.
5.2 Upon verification of the claim by the Company, the Customer shall be entitled to elect between:
(a) a like-for-like replacement of the product; or (b) an Exchange for a product of similar value, with the option of a Top-Up for a product of higher value.
5.3 Verified claims under this Clause shall be accorded priority processing, with fulfilment effected within two (2) to three (3) Working Days of verification.
6. Processing and Fulfilment Timelines
6.1 All Exchange requests, whether arising under Clause 4 or Clause 5, shall be processed and dispatched within two (2) to three (3) Working Days of receipt and inspection of the returned product by the Company.
6.2 Store Credit, where issued pursuant to Clause 7, shall be credited to the Customer's account within the same timeline of two (2) to three (3) Working Days of approval.
6.3 The procedure for initiating a request shall be as follows:
(a) the Customer shall submit a request through the Company's official channels, email, or customer support lines, providing the order number and reason for the request; (b) the Customer shall indicate a preference for Exchange, with or without Top-Up; (c) the Customer shall dispatch the product to the Company via the designated logistics partner or drop it off at the Company's Retail Location; (d) the Company shall inspect the returned product against the eligibility criteria set out in Clause 4; and (e) upon approval, the Company shall effect fulfilment in accordance with Clause 6.1.
7. Store Credit in Lieu of Exchange
7.1 Where, at the time of a request, no product of comparable value is available for Exchange, the Company shall, in lieu thereof, issue Store Credit to the Customer equivalent to the value of the returned product.
7.2 Store Credit shall be issued within two (2) to three (3) Working Days of approval, being valid for 30 days from the date of issuance, and shall be redeemable against any product offered by the Company, whether online or in-store, inclusive of any applicable Top-Up.
8. Refund to Original Payment Method
8.1 The Company's remedies of Exchange and Store Credit under Clauses 5, 6, and 7 are, in the Company's assessment, the most expedient means of resolution reasonably available to the Customer, and the Company shall direct all requests toward such remedies in the first instance.
8.2 A refund to the Customer's original payment method shall be considered by the Company only in circumstances where Exchange and Store Credit are demonstrably unsuitable — including, without limitation, where the relevant product is permanently unavailable and the Customer has expressly declined Store Credit.
8.3 Any request falling within Clause 8.2 shall be subject to independent review and additional verification by the Company, and shall not be processed as a matter of course. Where approved, such refunds shall be subject to the standard settlement timelines of the relevant payment processor or banking institution, ordinarily 3 Working Days, over which the Company exercises no control and for which the Company accepts no liability for delay.
8.4 Nothing in this Clause shall derogate from any non-excludable statutory entitlement to a refund under applicable consumer protection law.
9. Reservation of Rights
9.1 The Company reserves the right, in its sole and absolute discretion, to accept, reject, or modify any request submitted under this Policy, subject to compliance with applicable law.
9.2 The Company reserves the right to amend, vary, or supersede this Policy at any time without prior notice, save that any such amendment shall not apply retrospectively to requests validly initiated prior to the date of amendment.
10. Governing Law and Consumer Rights
10.1 This Policy shall be governed by and construed in accordance with the laws of [Jurisdiction], without prejudice to any mandatory consumer protection rights afforded to the Customer under applicable law, which rights shall prevail to the extent of any inconsistency with this Policy.
10.2 Nothing herein shall be interpreted as limiting, excluding, or restricting any right or remedy available to the Customer under applicable consumer protection legislation that cannot, as a matter of law, be limited, excluded, or restricted by private agreement.
11. Contact and Enquiries
For all enquiries pertaining to this Policy, the Customer may contact the Company through the following channels:
Email: lady.kakiba@kakiba.com
Telephone: +254 115 294 662
Customer Service Chat.
This Policy is issued by [Brand Name] and forms part of the terms and conditions governing the sale of products by the Company. It supersedes all prior versions of this Policy.