Nyundoo Returns & Refunds Policy

Effective Date: 05/05/2025

Website: www.nyundoo.com
Email: [email protected]
Phone: +254-710-724-880

1. Our Commitment

At Nyundoo, customer satisfaction is our top priority. If you're not happy with your purchase, we offer a fair and transparent returns and refunds process, in accordance with the Consumer Protection Act, 2012 (Kenya).

2. Eligibility for Returns

You may return an item within 7 days of delivery if:

  • The item is damaged, defective, or not as described.
  • You received the wrong item.
  • The item is unopened, unused, and in its original packaging (for eligible products).

Returns will not be accepted for:

  • Items damaged due to misuse or mishandling.
  • Products marked as “Final Sale”, “Non-Returnable”, or custom-made.
  • Items returned without proof of purchase.

3. How to Request a Return

To request a return:

  1. Email [email protected] within 7 days of receiving your order.
  2. Include your:
    • Full Name
    • Order Number
    • Reason for return
    • Clear photos (if the product is damaged or incorrect)

Our team will respond within 48 hours with return instructions.

4. Return Shipping

  • For defective, incorrect, or damaged items: Nyundoo covers the return shipping cost.
  • For other valid returns (e.g., you changed your mind): The customer is responsible for the return shipping.

Returned items must be shipped back to the address provided in our return instructions.

5. Inspection and Approval

Once your return is received, we will:

  • Inspect the product for damage, tampering, or signs of use.
  • Approve or reject the return within 3–5 business days of receipt.

You will be notified by email regarding the outcome.

6. Refunds

If your return is approved, you may choose between:

  • Full Refund to your original payment method
  • Store Credit (voucher usable on future purchases)
  • Product Replacement (subject to availability)

Refund Processing Times:

  • M-Pesa: 1–2 business days
  • Bank Card/Transfer: 3–7 business days

Please note: Shipping costs (if paid) are non-refundable unless the return is due to a fault on our part.

7. Exchanges

We allow product exchanges only for:

  • Size issues (if applicable)
  • Defective or incorrect items

To request an exchange, follow the same process as a return and indicate that you prefer an exchange.

8. Non-Returnable Items

The following items cannot be returned or refunded unless faulty:

  • Custom or personalized items
  • Final Sale or Clearance items
  • Gift cards or vouchers

9. Late or Missing Refunds

If you haven’t received a refund:

  • First check your bank or M-Pesa account again.
  • Then contact your payment provider—it may take some time before the refund is officially posted.
  • If you've done all this and still haven’t received your refund, contact us at [email protected].

10. Contact Us

For help with returns or refunds:

Nyundoo Customer Care
📧 [email protected]
📞 +254-710-724-880
Working Hours: Monday to Friday, 9:00 AM – 5:00 PM