Return, Exchange & Refund Policy
At Accessories Place Kenya, we are committed to supplying quality products and ensuring a reliable shopping experience for our customers. If you receive an item that is defective, damaged, or not the item you ordered, we will review the issue and provide an appropriate resolution in line with the policy below.
We encourage all customers to inspect their orders promptly upon delivery and contact us as soon as possible if there is any issue with the item received.
1. Eligibility for Returns
A return may be accepted where a product is received in a defective condition, arrives physically damaged, or differs materially from the item confirmed in the order. To qualify, the item must be returned in its original condition, with all supplied accessories and packaging where applicable.
Return requests should be submitted within 7 days of delivery. Requests made after this period may not be eligible unless the issue relates to a verified product defect that could not reasonably be identified immediately upon receipt.
2. Items That May Not Be Returned
We may decline returns for items that have been used, mishandled, tampered with, altered, installed, or damaged after delivery. Returns may also be declined where original packaging, seals, serial labels, or included components are missing and these are required for inspection or resale.
Clearance items, special-order items, and any product clearly marked as non-returnable or final sale may not qualify for return or exchange.
3. Incorrect, Damaged, or Defective Products
If you receive an incorrect item, a damaged product, or a product that appears defective on arrival, please contact us promptly with your order number and clear supporting photos of the item and packaging. Once the matter is reviewed and verified, we may offer a replacement, exchange, repair solution, store credit, or refund depending on product availability and the specific nature of the issue.
4. Exchange Policy
Where an item qualifies for exchange, we will replace it with the same product where stock is available [web:6]. If the same item is unavailable, we may offer an alternative product of equivalent value or another suitable resolution based on the customer’s preference and stock position.
5. Refund Policy
Refunds are issued only after the returned item has been received and inspected, or after a claim has been reviewed and confirmed in cases involving verified delivery errors, defects, or transit damage. Approved refunds will be processed through the original payment method where possible, or through an alternative agreed method where necessary, and timelines may vary depending on the payment provider or bank.
Original delivery charges are generally non-refundable unless the return is necessitated by our error, including the dispatch of an incorrect item or delivery of a damaged product.
6. Return Shipping
Where a return is approved for reasons not attributable to our error, the customer may be responsible for the cost of returning the item. If the return arises because we supplied the wrong item or the product arrived damaged or defective, we will guide you on the appropriate return arrangement.
7. How to Submit a Return Request
To request a return, exchange, or refund, please contact our customer support team and provide the following:
- Your full name and contact number
- Your order number
- The product name
- A brief description of the issue
- Clear photos showing the problem, where applicable
Once your request is received, we will assess the matter and communicate the next steps, including whether the item qualifies for return, exchange, or refund.
8. Contact
For assistance regarding returns, exchanges, or refunds, please contact Accessories Place Kenya using the contact details provided on our website. To help us assist you efficiently, please include your order number and a clear explanation of the issue when reaching out.
9. Payment Method
Approved refunds will be processed through the original payment method, M-Pesa, or bank transfer, depending on the payment method used at checkout and the outcome of the return review.
Note
Accessories Place Kenya reserves the right to decline a return request where the product does not meet the conditions set out in this policy.