Return Policy
We accept returns for both defective and non-defective products within 30 days of delivery.
To be eligible for a return:
- The item must be unused and in its original condition
- It must be returned with original packaging and all accessories/manuals
- Proof of purchase (receipt or order confirmation) is required
Return Shipping
- If the item is defective or damaged, return shipping is free
- If the return is due to a change of mind or incorrect order by the customer, the buyer will be responsible for return shipping costs
Exchanges
We only offer exchanges for defective or damaged items. For other cases, we recommend placing a new order once the return is processed.
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (e.g., food)
- Downloadable software
- Gift cards
- Personal care items
- Items marked as Final Sale
Refunds
Once your return is received and inspected, we will notify you of the refund status via email.
If approved, the refund will be processed back to your original payment method within 7–10 business days.
Late or Missing Refunds
If your refund hasn’t appeared:
- Check your bank account or credit card again
- Contact your payment provider
- If unresolved, contact our support team at [your email/Phone No.]
Return Address
Please send returned items to:
Anniversary Towers, 1st Floor
Nairobi (K)
We recommend using a trackable shipping method. We are not responsible for lost or unreceived returns.
Need Help?
For any return or refund inquiries, contact us at:
Call – 0707934244
Email – admin@tclbrandshop.ke