1. Return Eligibility
- The item is in its original condition, unused, and undamaged, including all original packaging, accessories, and manuals.
- The item is accompanied by the original invoice or proof of purchase.
- Refund requests must be filed within 7 days from the date of delivery.
2. Refund Policy
Products Not Yet Shipped: If the product has not yet been dispatched by Forever Products Kenya, you are eligible for a 100% refund of the purchase price.
Products Already Shipped: If the product has already been dispatched and you request a refund, the refund will be processed minus the applicable delivery fee.
3. Refund Initiation Process
To initiate a refund, please follow these steps:
- Contact Customer Care: Reach out to our customer service team at [Insert Contact Information].
- Provide Required Information:
- Mpesa Number: The number associated with your Mpesa account.
- Name: The name of the account holder to receive the payment.
- Order Number: Your unique order number for reference.
4. Exchange Policy
Exchanges are acceptable for genuine cases, such as:
- Faulty Products: If the product is defective or not functioning as intended.
- Wrong Item Received: If the item received is not what you ordered.
To request an exchange, please file your request within 24 hours from the time of delivery by contacting our customer service team.
5. Non-Returnable Items
The following items are non-returnable:
- Opened or used electronic products, unless they are defective or malfunctioning.
- Items without original packaging or missing accessories.
- Software or digital content once opened or downloaded.
6. 365-Day Warranty
For products that come with a 365-day warranty, you can enjoy peace of mind knowing that we stand behind the quality of our items. If your product develops a defect during the warranty period, you can initiate a warranty claim by:
- Contacting Us: Reach out to our customer service team at the end of this page within the warranty period to report the defect.
- Providing Details: You will need to provide details about the defect, along with your order information and a copy of the original invoice.
- Returning the Product: We may request that you return the product for inspection. If the warranty claim is approved, we will either repair the product, replace it, or issue a refund based on the original purchase price.
7. Return Process
To initiate a return for a non-warranty item, please follow these steps:
- Contact Us: Reach out to our customer service team to inform us of your intention to return an item.
- Receive Return Instructions: We will provide you with detailed instructions, including the return address and any required forms.
- Package the Item: Carefully repackage the item in its original packaging, ensuring all components, accessories, and manuals are included.
- Ship the Item: Send the item to the designated return address. You are responsible for the shipping costs associated with returning the item unless the return is due to a mistake on our part (e.g., wrong or defective item).
8. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed as follows:
- Payment Method: Refunds will be issued to the original payment method used at the time of purchase (Mpesa, credit/debit card).
- Processing Time: Please allow up to 7-10 business days for the refund to reflect in your account after approval.
9. Customer Support
If you have any questions or need assistance regarding our Returns and Refund Policy, please contact our customer service team at:
- Email: admin@foreverproductske.co.ke
- Phone: +254722635838
- Address: Reinsurance Plaza