Refund and Return policy

Return and Refund Policy

Thank you for shopping with Alltech Kenya. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we’re here to help.

Returns

You have [X] days from the date of delivery to request a return for eligible items. To be eligible for a return, the product must be unused, in its original packaging, and in the same condition as you received it.

To initiate a return, please follow these steps:

  1. Contact our customer support team at support@alltechkenya.com/or to inform them about your return request.
  2. Provide the following information:
    • Order number
    • Reason for return
    • Clear photographs showing the condition of the product, if it arrived damaged or defective.
  3. Our customer support team will review your request and provide you with further instructions on how to proceed.

Please do not send the product back to us without receiving confirmation and instructions from our customer support team.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed via the original payment method used during the purchase.

Please note that the following may apply:

  • If you paid using a credit card or mobile payment platform, the refund may take several business days to appear in your account, depending on your bank or payment provider.
  • If you paid using cash on delivery, you may need to provide us with your bank account details to facilitate the refund.

Non-Returnable Items

Certain items are non-returnable, including but not limited to:

  • Perishable goods such as food, flowers, or magazines.
  • Personalized or custom-made products.
  • Hygienic items like undergarments and swimwear.
  • Products with a broken seal or missing parts not due to our error.

Return Shipping

The cost of return shipping is the responsibility of the customer, unless the return is a result of our error (e.g., incorrect or damaged item received). We recommend using a trackable shipping method to ensure that the return is delivered successfully.

Damaged or Defective Products

If you receive a damaged or defective product, please contact our customer support team immediately. We will arrange for the return and provide you with a replacement or a full refund.

Policy Changes

We reserve the right to modify or update this Return and Refund Policy at any time without prior notice. Any changes to the policy will be effective upon posting on our website.

Please remember to review, customize, and adapt this template to match the specifics of your e-commerce business in Kenya. It’s essential to make the policy clear and easily accessible to your customers on your website.