Return & Refund Policy

1. Right to Return — Eligibility

You may return a Product only if ALL of the following conditions are satisfied:

• The Product was delivered in a damaged, defective, or materially different condition from the listing
• The return request is submitted within 14 calendar days of the confirmed delivery date — time is of the essence
• The Product is unused, unassembled, in original packaging, with all accessories, tags, and documentation intact
• A valid Order confirmation number is provided
• Photographic evidence of the defect or damage is provided at the time of the return request

For defective goods, remedies are available as per the Consumer Protection Act, 2012; this Policy sets out our administrative process for exercising those rights.

2. Non-Returnable Items — Absolute Exclusions

The following items are categorically non-returnable and non-refundable, regardless of the circumstances:

• Products that have been used, assembled, modified, or show any signs of wear
• Products with missing original packaging, accessories, or documentation
• Products damaged through misuse, neglect, improper storage, or handling contrary to product instructions
• Custom-manufactured, enterprise, or bespoke orders configured to buyer specifications
• Products purchased on a clearly marked final sale, flash sale, or clearance basis
• Products where the return request is submitted after the 14-day deadline
• Products returned without a valid Return Authorisation (RA) number issued by Afams

3. Return Authorisation Process

All returns must follow this process exactly. Failure to comply voids any entitlement to a refund:

1. Submit a return request to returns@afams.co.ke within 14 days of delivery, including: Order number, product name, reason for return, and clear photographic evidence.
2. Afams Ltd will evaluate the request and respond within 3 business days. We reserve the right to decline any return request that does not satisfy the eligibility criteria.
3. If approved, you will receive a Return Authorisation (RA) number. The RA number is valid for 7 days from issue.
4. Pack the Product securely in original packaging. Mark the RA number clearly on the outer packaging.
5. Deliver or ship the Product to the address specified in the RA approval email within 7 days of RA issuance.

Returns sent without an RA number or outside the 7-day RA validity window will be rejected and returned to sender at the sender's cost. Afams Ltd bears no liability for rejected returns.

4. Return Shipping — Cost & Risk

• Afams fault (defective / wrong item): Afams Ltd will provide a prepaid return shipping label or reimburse reasonable return shipping costs upon confirmation of the defect.
• Buyer fault (change of mind / error): All return shipping costs are borne exclusively by the Customer. Afams Ltd accepts no liability for Products lost, damaged, or delayed in return transit. Use of a tracked and insured shipping method is strongly recommended.

5. Refunds — Conditions & Limitations

5.1 Refund Processing

Upon receipt and inspection of the returned Product (typically within 3 business days of receipt):

• If approved: refund processed within 7 business days via the original payment method
• If rejected: you will be notified, and the Product will be returned to you at your cost

Allow an additional 3–5 business days for funds to reflect depending on your financial institution or mobile money provider.

5.2 What We Refund

If a refund is approved, we will refund the Product purchase price paid. We will NOT refund:

• Original delivery charges (unless the return is due solely to our error)
• Any payment processing fees charged by third-party processors
• Any additional costs incurred by you in connection with the purchase or return

5.3 Partial Refunds

We may, at our sole discretion, issue a partial refund where only part of a multi-item Order is returned, the returned Product shows evidence of limited use but the defect is confirmed, or original accessories or packaging components are missing.

5.4 Absolute Cap on Refund Liability

In no circumstances shall the total refund or compensation payable by Afams Ltd in respect of any Order or transaction exceed the amount actually paid by you to Afams Ltd for that specific Order.

6. Exchanges

Exchanges are offered at Afams Ltd's sole discretion and only for Products that are confirmed defective or damaged on delivery, subject to stock availability. If the replacement item is unavailable, a refund will be issued in accordance with Clause 5.

7. Fraudulent Return Claims

Afams Ltd takes fraudulent return claims, misrepresentation, and abuse of this Return Policy seriously. Any User who:

• Files a fraudulent return claim
• Returns a different product from the one originally ordered
• Damages a product intentionally to claim a refund
• Initiates a payment chargeback without first following this Return Process

shall be permanently banned from the Platform, their account terminated, and Afams Ltd reserves the right to pursue recovery of all losses through legal action, including recovery of all costs and legal fees on a full indemnity basis.

8. Statutory Rights

Nothing in this Policy limits your statutory rights under the Consumer Protection Act (Kenya) or any other applicable mandatory Kenyan consumer protection legislation, to the extent such rights cannot lawfully be excluded or restricted. For defective goods, remedies (repair, replacement, or refund) are available as per the Consumer Protection Act, 2012; this Policy sets out our administrative process.

9. Limitation of Liability

To the fullest extent permitted by applicable Kenyan law, the aggregate total liability of Afams Ltd for any and all claims arising from returns, refunds, or Product-related claims shall NOT exceed:

• In the case of a product purchase: the amount actually paid by you for the specific Product
• In all other cases: the lesser of KES 5,000 or the total amount paid by you to Afams in the 90 days preceding the event

Nothing in this clause limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, to the extent such limitation is prohibited by Kenyan law.

10. Governing Law & Dispute Resolution

This Policy is governed by the laws of the Republic of Kenya. Before initiating formal proceedings, the complaining party must send written notice to legal@afams.co.ke giving Afams Ltd 30 days to respond. Unresolved disputes are submitted to binding arbitration under the Nairobi Centre for International Arbitration (NCIA) Rules. See our Terms and Conditions for the complete dispute resolution provisions.

Contact — Returns