Return & Refund Policy

Return & Refund Policy

1. Introduction

At Karisma Modern Kitchen, customer satisfaction is our top priority. We take pride in offering high-quality kitchen appliances, but if you are not fully satisfied with your purchase, we provide a straightforward return and refund process. This policy outlines the conditions, procedures, and timelines for returns, refunds, and exchanges to ensure a seamless experience.

2. Eligibility for Returns

To qualify for a return, your item must meet the following conditions:

✅ Timeframe: Returns must be initiated within 14 days from the date of delivery.
✅ Condition: The item must be unused, in its original packaging, and in the same condition as when received.
✅ Accessories & Documentation: All original accessories, manuals, warranty cards, and other components must be included.
✅ Proof of Purchase: A valid receipt or order confirmation is required to process the return.

2.1 Non-Returnable Items

The following items cannot be returned:
❌ Products that have been installed, used, or modified.
❌ Items damaged due to customer misuse or improper handling.
❌ Clearance, final sale, or promotional items.
❌ Custom-made or special-order items.
❌ Perishable or consumable parts such as filters, batteries, or cleaning agents.

3. Return Process

If your item meets the eligibility criteria, follow these steps to initiate a return:

Step 1: Contact Customer Support

  • Reach out to us via info@karismamodernkitchen.com or call +254 728 165 015 with your order details.
  • Provide images or a brief description of the issue (if applicable).
  • Our support team will assess your request and provide return authorization.

Step 2: Packaging & Shipping

  • Securely pack the item in its original packaging.
  • Remove personal data (if applicable) before returning any electronic products.
  • Label the return package clearly with the return authorization details.
  • Ship the item to our return address:

📍 Karisma Modern Kitchen
Factory Street, Nairobi, Kenya

Important:

  • Customers are responsible for return shipping costs unless the return is due to a defect or error on our part.
  • We recommend using a trackable shipping service to ensure safe delivery.

Step 3: Inspection & Approval

  • Once we receive your returned item, our team will inspect it within 5 business days.
  • If the return is approved, we will proceed with a refund, exchange, or store credit based on your preference.
  • If the item does not meet return conditions, we will notify you and discuss possible solutions.

4. Refund Policy

If your return is approved, refunds will be processed as follows:

💳 Payment Method: Refunds will be credited to the original payment method used during purchase.
⏳ Processing Time: Refunds take 7–10 business days to reflect in your account, depending on your bank or payment provider.
📩 Refund Confirmation: You will receive a confirmation email once the refund has been processed.

4.1 Partial Refunds

In certain cases, only a partial refund may be granted:

  • If the product is returned in a condition different from how it was received.
  • If parts or accessories are missing.
  • If the return is requested beyond the eligible timeframe.

5. Exchange Policy

If you received a defective, damaged, or incorrect item, we offer a free replacement. To qualify for an exchange:

  • Notify us within 7 days of receiving the product.
  • Provide clear images or videos showing the defect/damage.
  • If the exact replacement is unavailable, we will offer an alternative or issue a refund.

6. Return Shipping Costs

🛠 Defective or Incorrect Products: We cover the return shipping cost.
📦 Customer-Initiated Returns: The customer is responsible for return shipping fees.
🚚 Shipping Fees Are Non-Refundable: Original shipping fees (if any) are non-refundable unless we made an error.

7. Cancellations & Order Modifications

  • Cancellations: Orders can be canceled within 24 hours of placing the order for a full refund.
  • Modifications: Once an order is processed, changes may not be possible, but you can contact us to check the status.

8. Contact Information

For any return or refund inquiries, please reach out to us:

📍 Business Location: Factory Street, Nairobi, Kenya
📞 Phone: +254 728 165 015
📧 Email: info@karismamodernkitchen.com
🌐 Website: www.karismamodernkitchen.com

We appreciate your business and look forward to serving you again!

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