Shop.kwasue.co.ke Refund Policy:

a. The decision on refund will vary on case to case basis and there will be certain criteria’s for that:

Dead on arrival.

Unable to procure products: a reasonable time of 1-3 days from the date of authorization has to be given

Unable to repair the product.

Lost in deliveries.

b. If the product is not available then a full refund will be made to the customer. The refund will be made in next billing cycle.

c. Refund is allowed only once duly approved by after sales service/customer service team of Kwa Sue Wholesalers management.

d. The product refund is applicable in the case product is malfunctioning and not repairable.

e. Kwa Sue Wholesalers will affect the refund on receiving the unit back.

f. The product will be refunded at the same price as it was sold to you.

g. The settlement of the refund will only be affected once the bank has refunded the money which is next billing cycle from the date of application of refund.

h. Refund will be made through the credit/debit card only for Online Credit Card Payment.

Refund Conditions:

1. The After Sales Service Office/Customer Service is the sole reference for any claim of exchange, refund or repair.

2. Any items to be exchanged, refunded or repaired must be presented with the Order Confirmation and the Original Delivery Note as proof of purchase. No exchange, refund or repair will be considered without it.

3. Any items to be exchanged, refunded or repaired may be returned in any Kwa Sue shops in Kenya. Notwithstanding the terms and conditions herein, items shall be exchanged, refunded or repaired at the sole discretion of Kwa Sue Wholesalers.

Exchange or Refund

1. Items to be exchanged or refunded must be presented with their complete box “as new” with inside packing, and all accessories sealed (i.e. in re-sellable condition).

2. Items may only be exchanged or refunded if they are returned within 3 days from purchase or delivery date.

3. Mobile phones, laptop computers, electronic tables, hygienic items (such as beard or hair care items), consumable items (such as DVDs, CDS, tapes), watches and jewelry are not subject to any exchange or refund, unless they are found defective and returned within 7 days from the purchase or delivery date. For the avoidance of doubt, Kwa Sue Wholesalers & Distributors shall, at its sole discretion, have the final say on whether the items are truly found defective.

4. Refunds shall be made in the same manner in which the purchase of the item was made. For the avoidance of doubt, items that were purchased in cash shall be refunded in cash while items purchased by credit/debit card shall be refunded to the same credit/debit card.

5. Home delivery items may only be refunded if the event of non-delivery, and upon the supplier’s written confirmation of such non-delivery.

6. Installed items are not subject to any exchange or refund.

Repairs

1. Items found defective after 7 days from purchase or delivery date will be subject to the supplier’s terms and conditions or warranty, if applicable.

2. Items to be repaired are at the sole discretion of Kwa SUE Wholesalers. For the avoidance of doubt, Kwa SUE Wholesaler may reasonably decide not the repair the items.

3. Items may be repaired in no less than 30 days from the return date. In the event that the items are not repaired after 30 days from the return date, then the customer may receive an exchange voucher for the amount paid subject to the exchange conditions set out above. For the avoidance of doubt, the item shall not be refunded.

4. Accessories (such as batteries, chargers, brushes) are not subject to any repairs and are not under warranty.

5. Home delivery items (such as TVs, Home Theatres and Big Appliances) are entitled to onsite maintenance subject to the supplier’s services.

Substitute:

When a product at the time of picking is out of stock, KSW wholesalers & Distributors will choose an alternative. If the price of the new product is higher, you will not be charged extra & if it's less, you'll pay the smaller amount.

Please note that the "Allow Substitute" option is based on the customer's consent during checkout.