Return Policy

šŸ“¦ Return & Exchange Policy

1. Eligibility for Returns

  • Timeframe: Items must be returned within 14 days from the date of delivery.
  • Condition: Products must be unused, in original packaging, and with all labels/intact.
  • Proof of Purchase: A valid receipt or order confirmation email is required.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Perishable goods (e.g., plants).
  • Goods marked ā€œFinal Saleā€ or clearance items.
  • Custom-made or personalized products.
  • Hygiene-sensitive items (e.g., undergarments, face masks) unless defective.

3. Defective or Incorrect Items

If your purchase arrives damaged, defective, or not as ordered:

  1. Contact us within 7 days of delivery.
  2. Provide a description of the issue plus clear photos.
  3. Weā€™ll send a replacement or issue a full refund, including shipping, upon verification.

4. Initiating a Return or Exchange

  1. Email us at info@mathaisprouts.co.ke with:
    • Your order number
    • Items to return or exchange
    • Reason for return
  2. Wait for our confirmation and return authorization.
  3. Ship the package to: Mathai Sprouts Ltd Returns Department [Physical Address] Nairobi, Kenya
  4. Cover the return shipping cost (unless due to our error). We recommend using a trackable courier.

5. Refunds

  • Refunds (minus any shipping) will be issued within 7 business days after receiving and inspecting the item.
  • Funds will be returned via your original payment method.
  • Youā€™ll receive an email once the refund is processed.

6. Exchanges

  • Exchanges are subject to stock availability.
  • If the desired item is out of stock, weā€™ll offer a refund or store credit.

7. Shipping Costs

  • Youā€™re responsible for return shipping costs unless the item is faulty or we made an error.
  • Original delivery charges are non-refundable, unless the return is due to our mistake.

8. Order Cancellations

  • You may cancel your order within 24 hours of purchase to avoid dispatch fees.
  • Once dispatched, standard return policy applies.

9. Contact Us

Have questions about our policy? Reach out:

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