Returns & Refund Policy

Policy Overview

This policy outlines your specific rights for returns, replacements, and refunds for items bought at our Kimathi House shop or via our local delivery services.

Order Cancellations

You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We offer returns under the following conditions:

• Return Window: Items can be returned within 14 days of delivery.
• Item Condition: Items may be unused or used. All returns are subject to inspection to ensure they are in resalable condition (or for defect assessment).
• Receipt or Proof of Purchase: Required for all returns.
• Exceptions: Items that are heavily damaged, tampered with, or missing major components may not be eligible for a full refund.

Return Instructions

To start a return, please follow these steps:

1. Contact Customer Service: Email info@naicommonline.com with your order number, reason for return, and any supporting photos if applicable.
2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
3. Return Packaging: Safely package the item, including all accessories and original packaging if available, and attach the return authorization form.
4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer unless the item is defective or incorrect.

Refund Policy

• Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 3 business days.
• Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
• Confirmation: You will receive a confirmation email once the refund is processed.

Exchange Policy

We offer exchanges for incorrect or defective items. Contact us within 14 days of delivery, and we'll cover the return shipping costs for eligible exchanges.

Exceptions and Special Cases

• Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We'll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
• Incorrect Product: If you receive an incorrect item, please contact us, and we'll cover the return shipping and send you the correct item promptly.
• Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

Processing Times

• Return Window: Returns must be initiated and shipped within 14 days of receiving the item.
• Inspection Period: Once received, returns are inspected within 7 business days.
• Refund Issuance: Refunds are processed to the original payment method within 10 business days after inspection.

Return Shipping Address

Please send approved returns to: