At Reyfynds Kenya, customer satisfaction is at the heart of everything we do. While we are committed to delivering high-quality products and exceptional service, we understand that returns may occasionally be necessary. This policy outlines the terms under which you can return items and request refunds.
1. Return Eligibility & Timeframe
We accept returns within 7 days of delivery, provided the item meets the conditions below:
Valid Reasons for Return
| Reason for Return | Applicable Product Categories |
|---|---|
| Changed my mind | All except personal care, perishables, undergarments & custom items |
| Item doesn’t fit | Clothing and footwear only |
| Item arrived damaged or defective | All categories |
| Packaging was damaged | All categories |
| Missing parts or accessories | All categories |
| Product appears used or expired | All except software |
| Suspected counterfeit or inauthentic item | All categories |
| Received wrong item, color, size, or model | All categories |
To be accepted, the item must:
- Be unused and in its original condition
- Be returned in original packaging with intact tags, labels, or seals (where applicable)
2. Items Not Eligible for Return
For health, safety, and customization reasons, the following items are non-returnable:
- Personal care and hygiene products (e.g. cosmetics, skincare, lingerie)
- Perishable or consumable items (e.g. food, beverages, supplements)
- Customized or personalized products
- Used or damaged items (unless defective and within the return period)
- Opened digital content or software
3. How to Make a Return
Returns are free and processed through our designated pickup stations. Once your request is approved, we’ll send you detailed return instructions by email or phone.
4. Packaging Guidelines for Returns
To ensure a smooth return process:
- Use the original product box or container
- Include all original manuals, accessories, and warranty cards
- Do not include unrelated or personal items
- For electronics, make sure to remove personal data and log out of all accounts
Important: Reyfynds Kenya is not responsible for any lost personal items or data contained in returned products.
5. Refund Process
Once we receive and verify the returned item:
- Refunds are issued within 5–10 business days
- For damaged, defective, or incorrect items, we refund the full amount including delivery
- For change-of-mind or size returns, only the product cost is refunded
- Refunds are issued to your original payment method or as indicated on your return form
6. What Happens if Your Return is Rejected
If your return does not meet the eligibility criteria:
- We’ll attempt redelivery twice within 6 business days
- If the item remains uncollected after 30 days, it may be forfeited or donated
7. Exchanges
We currently do not support direct exchanges. To get a different item or size, please return your original purchase and place a new order.
8. Need Assistance?
Our customer support team is available 24/7 to help you with returns, refunds, and general queries.
Physical Address:
Gaberone Plaza, 6th Floor, Shop C4
Accra Road, Nairobi 00100, Kenya
Phone: +254 795 618395
Email: reyfynds@gmail.com
Contact Page: reyfynds.co.ke/contact