Return & Refund Policy
1. Eligibility for Returns
Customers may return most new, unopened items within 7 days of delivery for a full refund or exchange, provided the items are in their original condition with all tags and packaging intact.
To be eligible for a return, you must present a valid proof of purchase such as an order number or invoice.
2. Timeframe for Returns
You have 7 calendar days from the date you received your order to initiate a return. Items returned after 7 days may be accepted at our discretion but could incur a restocking fee of up to 20%.
3. Condition of Returned Items
All returned products must be unused, unwashed, and in the same condition that you received them, with original tags, labels, and packaging attached.
If products show signs of wear, damage, or alteration, we reserve the right to refuse your return or charge a deduction from your refund.
4. Return Process
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Initiate Return: Contact us at info@eleganthouseholdske.com within 7 days of delivery to request a Return Merchandise Authorization (RMA) number.
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Pack Your Items: Securely re-pack the items in their original packaging and include the RMA number on the outside of the package.
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Ship Back: Ship the package to our Returns Department at:Jitihada Shopping Complex, Taveta Road, Second Floor, Shop F29, Nairobi, Keny
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Notify Us: Email a copy of the shipping receipt and tracking number to info@eleganthouseholdske.com.
5. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund via email or call. Approved refunds will be processed to the original payment method within 5–7 business days.
6. Exchanges
If you wish to exchange an item for the same product in a different size or color, please follow the return process above and place a new order online.
We will waive the exchange shipping fee if the exchange is due to our error (e.g., wrong or defective item).
7. Non-Returnable Items
The following items cannot be returned:
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Perishable goods (e.g., candles, food items) once opened
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Personalized or custom-made products
8. Shipping Costs for Returns
Customers are responsible for return shipping costs unless the return is due to our error (e.g., you received an incorrect or defective item).
We recommend using a trackable shipping service; we cannot guarantee receipt of your returned item without tracking.
9. Refund Processing Time
Refunds are typically processed within 5–7 business days after we receive your returned item.
Depending on your payment option, bank or credit card issuer, it may take additional time for the refund to post to your account.
10. Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately with photographic evidence within 7 days of delivery.
We will arrange for a replacement at no additional cost or issue a full refund once the item is returned.
11. Changes to This Policy
We may update this Return and Refund Policy from time to time; the latest version will always be posted on our website with the effective date.
If you have any questions or need assistance, please contact our Customer Service team at info@eleganthouseholdske.com | 0717 442 569 / 0700 394 001