Refund and Returns

Standard Policy

All sales are considered final. Merchandise cannot be returned, exchanged, or refunded except under specific circumstances outlined below.

Exceptional Circumstances — Eligible Returns

Returns are permitted exclusively for:

• Manufacturing defects
• Products damaged during transit
• Incorrect items shipped

Conditions for Exceptional Returns:

• Original purchase documentation required
• Original packaging must accompany the return
• Return shipping costs waived for eligible cases

Assessment and Resolution

Upon return receipt, our quality assurance team will evaluate the merchandise. Resolution options include:

• Direct replacement
• Full refund (if replacement unavailable)

Important: Items determined to be non-defective will be returned to the customer at the customer’s shipping expense in original condition.

Return Authorization Process

Time Limit: Initiate contact within 48 hours of delivery confirmation.

Contact: For return process initiation contact +254 755 685 074 or email shop@axcellis.ke