Return Policy
Return Policy – Kenyavu
Kenyavu partners with Shipbox Kenya as a third-party logistics provider to deliver orders across Kenya. The following return policy applies to all orders.
- Eligibility for Returns
Returns are accepted only in the following cases:
The product is damaged upon delivery
The product received is incorrect
The product has a manufacturing defect
Any issue must be reported at the time of delivery or within 24 hours after receipt.
- Inspection at Delivery
Customers are required to inspect the product upon delivery in the presence of the Shipbox delivery agent.
If a problem is identified, it must be reported immediately to the delivery agent or to Kenyavu customer support.
- Return Conditions
To qualify for a return:
The item must be unused
The item must be in its original packaging
All accessories, labels, and seals must be intact
Products that are used, altered, or returned without original packaging will not be accepted.
- Non-Returnable Situations
Returns will not be accepted in the following cases:
Change of mind
Incorrect delivery details provided by the customer
Failure to answer calls or receive the order
Refusal of delivery without a valid reason
- Return Process
Once a return request is approved, Kenyavu will coordinate with Shipbox to manage the return process or provide further instructions to the customer.
- Refunds & Exchanges
As Kenyavu operates on a Cash on Delivery basis:
Refunds are generally processed as product replacements, or
Order cancellation if a replacement is unavailable
Cash refunds are not guaranteed and are handled on a case-by-case basis.
- Delivery Partner Disclaimer
Shipbox is a third-party logistics provider. While Kenyavu works closely with Shipbox, we are not responsible for delays or issues beyond our direct control. However, we will assist customers in resolving delivery-related concerns.
- Contact
For return requests or assistance, customers must contact Kenyavu through official communication channels within the stated timeframe.