1. Introduction
At Sunati Enterprises, we aim to ensure customer satisfaction. This Refund and Returns Policy outlines the conditions under which returns and refunds are accepted to ensure a fair and transparent experience for all our clients.
2. Eligibility for Returns
You may request a return if:
- You received a defective or damaged product.
- You received the wrong item (different from what was ordered).
3. Return Conditions
- Items must be returned in their original condition and packaging.
- Proof of purchase (receipt or order confirmation) is required.
- Returns must be requested within 14 days of delivery.
4. Non-Returnable Items
We do not accept returns for:
- Products that have been used or altered.
- Items damaged by the customer through misuse or neglect.
- Items not in their original condition.
5. Refund Process
- Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed via M-Pesa.
- Refunds may take up to 7 business days to reflect in your account.
6. Exchanges
We may replace items if they are defective or incorrect, subject to current stock availability. If a replacement is not available, a full refund will be issued.
7. Delivery Costs
- Return shipping costs may be covered by us if the error was on our side (e.g., wrong item sent).
- In all other cases, the customer may be responsible for the return delivery costs.