At Planty Kenya we are committed to providing you with high-quality products. We understand that sometimes, despite our best efforts, a product may be defective. This policy outlines our procedure for returns and refunds specifically for defective items, in accordance with the Consumer Protection Act, 2012, of Kenya.
1. Our Commitment to Quality
We warrant that all products sold by Planty Kenya will be of reasonable quality, fit for their intended purpose, and free from material defects in design, material, and workmanship at the time of delivery.
2. Eligibility for Return (Defective Products Only)
You may initiate a return only if the product you received is:
* Defective: The product has a manufacturing flaw or defect that prevents it from functioning as intended.
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Please note: We do not accept returns for reasons such as change of mind, incorrect size/color ordered (unless it's due to our error in fulfillment), or buyer's remorse. All sales are final, except in cases of defective products as defined above.
3. Reporting a Defective Product
* Time Limit: You must notify us of any defective product within e.g., 7 calendar days.
* How to Notify Us: To report a defective product, please contact our customer service team immediately via:
* Email: kenyaplanty@gmail.com
* Required Information: When contacting us, please provide the following details:
* Your Order Number
* Product Name and Model (if applicable)
* A detailed description of the defect
* Photographs or videos clearly showing the defect (this is crucial for assessment)
4. Assessment of the Defect
Upon receiving your notification and supporting evidence, our team will review your claim. We may require you to return the product to us for physical inspection. If so, we will provide you with instructions on how to send the item back.
5. Remedies for Defective Products (Your Rights under Kenyan Law)
In accordance with the Consumer Protection Act, 2012, if the product is confirmed to be defective, you will be entitled to one of the following remedies, at our discretion or based on the nature of the defect and your preference:
* Repair: We will arrange for the defective product to be repaired at no cost to you within a reasonable timeframe.
* Replacement: We will replace the defective product with a new, non-defective item of the same model and specifications, subject to availability.
* Full Refund: If repair or replacement is not possible or practical, or if the defect is severe, we will issue a full refund to your original method of payment. The refund will include the original purchase price of the product and any standard shipping costs incurred by you for the original delivery.
6. Return Shipping for Defective Products
If we require you to return the defective product for inspection or remedy, [Your Company Name] will cover the cost of return shipping. We will provide you with a pre-paid shipping label or reimburse you for the shipping costs upon confirmation of the defect.
7. Refund Processing (if applicable)
If a refund is approved, it will be processed within [e.g., 5-10] business days of our confirmation of the defect and receipt of the returned item (if required). The refund will be issued to the original method of payment. Please note that it may take additional time for the refund to appear on your bank statement, depending on your bank's policies.
8. Exclusions
This policy does not cover defects arising from:
* Normal wear and tear.
* Accidental damage, misuse, neglect, or improper handling by the customer.
* Unauthorized repairs or modifications.
* Failure to follow product instructions or guidelines.
* Damage caused by external factors such as power surges, natural disasters, etc.
9. Contact Us
For any questions regarding this Return and Refund Policy or to report a defective product, please contact us:
