Refund and Returns Policy
Effective Date: 10th November 2024
At Elight Shop Kenya, we want you to be completely satisfied with your purchase. If you are not satisfied, we are happy to assist with returns and refunds in accordance with the terms outlined below.
1. Returns Policy
We accept returns for products that meet the following conditions:
- The item is returned within 7 days from the date of delivery or collection.
- The product is unused, undamaged, and in its original packaging, including any accessories, manuals, or documentation that came with it.
- The product is not a special order or custom item, as these are non-returnable.
- The product is not perishable, consumable, or a product that cannot be returned due to hygiene or safety reasons (e.g., batteries, solar accessories, etc.).
To initiate a return, please contact us at contact@elightshopkenya.co.ke, providing your order details (order number, product name, and reason for return). We will provide you with instructions on how to return the product.
2. Non-Returnable Items
The following items are non-returnable:
- Products marked as final sale or clearance items.
- Used or opened items, unless defective.
- Items that have been damaged due to misuse or improper handling.
- Solar equipment or accessories that have been installed or tampered with.
3. Refund Policy
Once we receive your returned item, it will be inspected, and we will notify you of the status of your refund. Refunds will only be issued if the return meets the conditions outlined in our returns policy.
- Refunds will be processed using the same payment method that was used for the original transaction.
- If the item is defective or damaged upon arrival, we will either replace the item or issue a full refund, including shipping charges.
- If the return is due to customer dissatisfaction or a change of mind, the refund will exclude the original shipping fees.
- Refunds typically take 7-10 business days to process, depending on your payment provider.
4. Defective or Damaged Items
If you receive a defective or damaged item, please contact us immediately upon receipt. We will provide instructions for returning the defective product. Once we confirm the defect or damage, we will offer you a replacement or a full refund, including shipping costs.
Please note that you may be required to send a photo or video of the damage/defect to assist in the processing of your claim.
5. Exchange Policy
If you would like to exchange a product for another of equal or lesser value, please contact us within 7 days of receiving your item. Exchanges are subject to product availability. You will be responsible for any shipping costs associated with the exchange unless the item is defective or damaged.
6. How to Return an Item
To return an item, please follow these steps:
- Contact us at [Insert Contact Information] within 7 days of receiving the item.
- Provide your order number and the reason for the return.
- We will review your return request and send you instructions on how to return the item.
- Package the item securely in its original packaging (if possible) and return it using the shipping method provided.
- Once we receive and inspect the returned item, we will notify you of the status of your refund or exchange.
7. Shipping Costs
- Return Shipping: The customer is responsible for the cost of return shipping, unless the item is defective or we made an error in fulfilling the order.
- Original Shipping Fees: Original shipping charges are non-refundable unless the item is defective or we made an error in processing your order.
8. Cancellations
If you wish to cancel an order, please contact us as soon as possible. If your order has already been shipped, we will not be able to cancel it, but you can follow the return process upon receipt.
9. Changes to This Policy
We may update or modify this Returns and Refund Policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically for any updates.
10. Contact Us
If you have any questions or concerns about our Returns and Refund Policy, or if you need assistance with a return or refund, please contact us at:
Elight Shop Kenya
Email: info@elightshopkenya.co.ke
Phone: +254 102206157
Address: Ronald Ngala Street, Nairobi.
Website: www.elightshopkenya.co.ke
This Returns and Refund Policy was last updated on 10th November 2024.
