Refund and Returns Policy
Effective Date: 30 September 2024
Thank you for shopping with Shopline KE. We value your satisfaction and are committed to delivering quality products and reliable service. Please review our Return & Refund Policy below to understand your options should you need to return or exchange an item.
1. Returns Eligibility
You may return most new, unused, and unopened items within 2 business days of receiving your order.
To qualify for a return:
The item must be in its original condition, unused, and in its original packaging.
All accessories, tags, labels, and any bonus items must be included.
Proof of purchase (receipt or order confirmation email) is required.
2. Non-Returnable Items
The following items are non-returnable:
Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.
Personal care, hygiene, or intimate products (if opened).
Perishable goods (such as food or fresh flowers).
Customized, personalized, or made-to-order products.
Digital products, software, or downloadable content.
Gift cards and vouchers.
3. How to Initiate a Return
To request a return:
Contact us within the 2-day return period at [email protected] or call +254 793 876 232.
Provide your order number, item details, and reason for the return.
Our customer service team will review your request and provide a Return Authorization (RA) number along with return instructions.
Carefully pack the item(s) and send them to the provided return address.
Note:
Returns without prior authorization may not be processed. Items sent to the wrong address or without following instructions may be refused.
4. Return Shipping Costs
If your return is due to our error (defective, damaged, or incorrect item), we will cover return shipping costs.
For other reasons (e.g., change of mind, incorrect selection), you are responsible for return shipping charges.
5. Inspection & Approval
Once we receive your returned item:
Our team will inspect it to confirm it meets our eligibility criteria.
You will be notified via email regarding the approval or rejection of your return.
Returns that do not meet our conditions (used, damaged, incomplete, or received after the return period) may be declined. Declined returns can either be returned to you at your cost or disposed of.
6. Refunds
If your return is approved:
A refund will be processed to your original payment method.
Refunds typically take 1–5 business days depending on your bank or payment provider.
Original shipping charges are non-refundable unless the return is due to our error.
Important:
If you paid via mobile money or direct bank transfer, kindly provide accurate refund details.
7. Exchanges
We only replace items if they are defective, damaged upon arrival, or incorrect.
To request an exchange:
Contact us at [email protected] with your order details.
Exchanges are subject to product availability.
8. Damaged or Defective Items
If your order arrives damaged or defective:
Contact us within 24 to 48 hours of delivery.
Provide clear photos of the item(s) and packaging.
We will arrange a replacement or refund at no extra cost to you.
9. Late or Missing Refunds
If you haven’t received your refund after the stated period:
Check your bank account or payment method again.
Contact your bank, mobile money provider, or payment platform as processing times may vary.
If still unresolved, contact us at [email protected] for assistance.
10. Policy Updates
We reserve the right to amend this Refund & Returns Policy at any time. Updates will be posted on our website and take effect immediately upon publication.
11. Contact Us
For any questions or concerns, please reach out to:
Shopline Gifts Kenya Online
📍 Nairobi, Accra Road, Tea Room Stage, Junction Trade Centre Building
📧 Email: [email protected]
📞 Phone: +254 793 876 232
