This Refund and Returns Policy page explains your options for returning kids’ school shoes bought at sawafit.co.ke. Read about eligible items, steps to return, refund timelines, and contact details.
Welcome to the sawafit.co.ke Refund and Returns Policy page. This page explains your rights to return or exchange kids’ school shoes purchased from us in Kenya. We want you to be satisfied with your purchase. If you are not, our refund and returns policy helps guide you through a clear process.
1. Eligibility for Returns
Your purchase qualifies for a refund or exchange if it meets the conditions listed below. Before you start a return, review these points:
Unworn and Unused: The shoes must be in the same condition as when you received them.
Original Packaging: Keep the original box, tags, and any accessories.
Receipt or Order Number: You must have a valid receipt or order confirmation.
Time Frame: Returns must be requested within 14 days from the date of purchase/delivery.
Tip: If you use your shoes or they show any signs of wear, we may not accept the return.
2. Non-Returnable Items
Certain items cannot be returned or exchanged. The following list covers products that fall outside our refund policy:
Customized Orders: Shoes with custom designs or special orders.
Damaged Items from Use: Any pair that shows signs of wear after you have used them.
Incomplete Packaging: Items missing tags or original packaging.
3. How to Initiate a Return
If you wish to return or exchange your shoes, follow these simple steps:
Contact Customer Service: Email us at hello@sawafit.co.ke or call our hotline. Include your order number, the reason for return, and pictures if possible.
Receive Return Authorization: Our team will send you a Return Merchandise Authorization (RMA) along with instructions on how to ship the item back.
Package Your Return: Pack the shoes securely with all original accessories. Write your RMA number on the package.
Ship the Package: Drop the package at your nearest courier or post office. Keep your tracking number until the return is processed.
Note: Follow the shipping instructions given by our customer support to avoid delays.
4. Return Shipping Costs
The cost of return shipping depends on the reason for your return:
Faulty or Damaged Items: We will cover return shipping costs if your item arrives damaged or defective.
Change of Mind: If you decide to return an item due to a change of mind, you will bear the shipping cost.
Tip: Ask our customer service about the courier details and any available prepaid labels.
5. Refund Process
Once we receive your return, we follow a standard process to complete your refund. Here is what to expect:
Inspection: We check the shoes and packaging to verify that the product is in its original condition.
Processing Time: The refund will be processed within 7-10 business days after the inspection. The amount will be credited back to your original payment method.
Notification: We send you an email once the refund is issued. If you have any questions, contact us at hello@sawafit.co.ke.
Partial Refunds: In some cases, if the returned item does not meet the criteria, we may offer a partial refund. We will explain the reasons for any deductions.
6. Exchanges
If you prefer to exchange your purchase for a different size or style, here’s how you can do it:
Request an Exchange: Contact us with your order number and the details of the new item you want.
Return the Original Item: Follow the return steps mentioned above to send back the original item.
New Order Placement: Once the returned item is received and inspected, you can place a new order for the exchange.
Tip: For size issues, check our size guide before placing your order. This step may help avoid the need for an exchange.
7. Damaged or Faulty Items
If your shoes arrive with a defect or get damaged during transit, you must take the following actions:
Inspect Immediately: Check your package as soon as it arrives. Look for any visible damage.
Contact Us Right Away: Email or call our customer service within 48 hours of delivery. Provide photos and a description of the damage.
Return Instructions: Our team will advise on how to return the faulty item. We cover all return shipping costs in this situation.
8. Return and Refund Conditions
To make sure your return is processed smoothly, keep the following points in mind:
Timelines: Returns must be initiated within 14 days of delivery. Once we receive your package, the refund may take 7-10 business days to process.
Packaging Requirements: Items must be sent back in the same condition as received. Missing items or damaged packaging may affect the refund.
Method of Refund: Refunds go back to your original method of payment. Check your account details if you do not see the refund after the processing period.
Exchanges and Refunds: You cannot request both a refund and an exchange on the same order. Choose one option when you contact us.
9. How to Track Your Return
You can track your return at every step. Use the provided tracking number from the courier service:
Online Tracking: Visit the courier’s website and enter your tracking number.
Customer Support: Contact us if you have any questions or need help tracking your return. Our team is available to update you on the status.
Email Updates: We send email updates when your return is received and when the refund is processed.
10. Frequently Asked Questions
Here are some common questions about our refund and returns process:
Can I return an item without the original packaging? Items without original packaging may be refused. Keep all packaging until you decide to return.
What if I receive the wrong item? Contact us immediately. We will arrange for the return and send you the correct item at no extra cost.
How long does the refund take? Refunds are processed immediately after we receive and inspect your return.
Do you offer exchanges for defective items? Yes. For items that are defective, contact our support team to request an exchange.
Who pays for return shipping? If the return is due to our error or a damaged product, we cover the shipping. Otherwise, the customer pays.
11. Contact Us
If you have any questions or need assistance with your return, our customer service team is here to help. Reach us through the following channels:
Live Chat: Visit our website and click on the live chat option.
Our team works during standard business hours. We aim to respond quickly and provide clear answers to your questions.
12. Additional Information
Your feedback is important. We review every return and refund request to make the process smooth and fair. Here are some additional details to keep in mind:
Policy Updates: We may update this policy from time to time. The date of the last update is listed at the bottom of the page.
Legal Rights: This policy follows consumer protection laws in Kenya. You have rights that protect you as a buyer.
Order Modifications: If you need to change your order before it ships, contact our support team immediately. Once the order is processed, changes may not be possible.
Quality Assurance: We check every item before shipping. If there is a defect, contact us for a return or exchange.
13. Summary
At sawafit.co.ke, we work to keep our refund and returns process clear and simple. You are our priority. If your kids’ school shoes do not meet your expectations, follow the steps above to return or exchange them. Our customer support team is ready to help if you have any questions about our policy.
We keep the process straightforward:
Contact us within 14 days.
Return the product in its original condition.
Use the provided RMA for tracking.
Expect a refund immediately after inspection.
This policy applies to all orders from sawafit.co.ke. It explains what items are eligible, how to start a return, and what to expect from the refund process. Our aim is to provide you with a smooth process and prompt service.
Thank you for choosing sawafit.co.ke for your kids’ school shoes. We value your trust and work to keep your shopping experience positive. If you have any concerns, do not hesitate to get in touch with our customer service team. We are here to support you.
This page is designed to give you a clear view of our refund and returns process. For any further questions, contact us directly. Your satisfaction matters to us, and we work hard to address your concerns promptly.
By following this Refund and Returns Policy, you can shop with confidence at sawafit.co.ke knowing that we stand by our products and will work with you on any issues that arise.
