Refund policy

We want you to be satisfied with every purchase. This Refund Policy sets out the conditions under which we accept returns, issue exchanges, and process refunds. This policy complies with the Consumer Protection Act (Cap. 46) of Kenya.

 

1. Our Commitment

We accept returns and issue refunds or exchanges where goods are defective, damaged in transit, incorrectly described, or where you have received the wrong item. We aim to resolve all valid claims within 7 business days of receiving the returned item.

 

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

•       The return request is submitted within 14 days of the delivery date

•       The item is in its original condition, unused, and in its original packaging

•       Proof of purchase such as an order confirmation or receipt is provided

•       The item is not listed under non-returnable categories in Section 6

 

3. How to Request a Return

To initiate a return, contact us at Info@euroeastcoastsupply.co.ke with your order number, the item(s) you wish to return, and the reason for the return. We will respond within 2 business days with return instructions. Do not send items back without first receiving a return authorisation from us.

 

4. Return Shipping

If the return is due to our error, including defective goods, wrong items, or items damaged in transit, we will cover the cost of return shipping. If you are returning an item because you changed your mind, you are responsible for the return shipping cost. We recommend using a tracked delivery service. We are not liable for items lost in transit during a return.

 

5. Refunds

Once we receive and inspect the returned item, we will notify you of the outcome. If approved, your refund will be processed using the original payment method within 7 business days. Timelines for credit card refunds may vary depending on your bank or card issuer. Original shipping charges are non-refundable unless the return is due to our error.

 

6. Non-Returnable Items

The following items cannot be returned or refunded unless they are defective or damaged on arrival:

•       Perishable goods including food, beverages, and fresh produce

•       Downloadable digital products after the download has been initiated

•       Personalised or custom-made items

•       Intimate or personal care products for hygiene reasons

•       Hazardous materials or goods subject to regulatory restrictions

•       Gift cards and prepaid vouchers

For defective or damaged non-returnable items, contact us at the email above to discuss a resolution.

 

7. Exchanges

We offer exchanges for items that are defective or where you received the wrong product. If you wish to exchange for a different size, colour, or variant and the original item is in resaleable condition, we will consider the request subject to availability. Return the original item as outlined above, and we will dispatch the replacement on confirmation.

 

8. Late or Missing Refunds

If you have not received your refund within 10 business days of our approval notice, first check your bank account and contact your card issuer or bank, as processing times vary. If you have done this and still have not received your refund, contact us at Info@euroeastcoastsupply.co.ke.

 

9. Statutory Rights

This policy does not limit or exclude any rights you have under the Consumer Protection Act (Cap. 46) of Kenya or any other applicable law. Your statutory rights remain in full force.