Return & Refund Policy

At Shau Brands, customer satisfaction is our priority. We want you to be completely happy with your purchase. This policy outlines our return and refund process.

1. Return Window

You have 14 days from the date of delivery to request a return for eligible items. This 14-day period begins when you receive your order.

2. Eligible Returns

Items must meet the following conditions to be eligible for return:

• Item is in original, unused condition
• Original tags and packaging intact
• No signs of wear, washing, or alterations
• Accompanied by proof of purchase (receipt or order number)

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

• Underwear and intimate apparel
• Final sale or clearance items (marked as non-returnable)
• Items damaged due to misuse or negligence
• Custom or personalized items
• Gift cards or promotional codes

4. How to Request a Return

Step 1: Contact Us

Email us at returns@gmail.com or call +254 XXX XXX XXX with:

• Your order number
• Items you wish to return
• Reason for return

Step 2: Get Authorization

Our customer service team will review your request and provide a Return Authorization (RA) number if approved.

Step 3: Pack and Ship

• Pack items securely in original packaging (if possible)
• Include a note with your RA number and order details
• Ship or drop off at our location (address provided with RA number)

Note: Customer is responsible for return shipping costs unless the item is defective or we made an error.

5. Refund Processing

5.1 Inspection

Once we receive your return, we will inspect the items within 2-3 business days. You will be notified via email when we receive and inspect your return.

5.2 Full Refund

If your return is approved, you will receive a FULL refund including:

• Product cost
• Original shipping fee (if item is defective or our error)

Delivery fees are non-refundable for change-of-mind returns.

5.3 Partial Refund

A partial refund may be issued if:

• Item shows signs of use
• Tags or packaging are missing (but item is otherwise in good condition)
• Item is returned significantly late

5.4 Refund Method

Refunds will be processed via:

• M-Pesa: Direct refund to the phone number used for payment
• Other methods: As agreed upon during the return process

5.5 Refund Timeline

After approval, refunds are processed within 5-7 business days. The time it takes for the refund to reflect in your account depends on your payment provider.

6. Defective or Damaged Items

If you receive a defective or damaged item:

• Inspect immediately upon delivery
• Report within 48 hours to returns@gmail.com with photos
• We will arrange for a free return and provide a full refund or replacement

Important: Damage must be reported within 48 hours of delivery. Late reports may not be accepted.

7. Wrong Item Received

If we shipped the wrong item:

• Contact us immediately at returns@gmail.com
• We will arrange free return pickup
• We will send the correct item or provide a full refund (your choice)

8. Exchanges

We do not currently offer direct exchanges. If you need a different size or color:

1. Return the original item for a refund
2. Place a new order for the desired item

Tip: Check size guides before ordering to ensure proper fit!

9. Cancellations

9.1 Before Shipment

You can cancel your order before it ships by:

• Logging into your account and viewing your order
• Or contacting us at support@gmail.com

Full refund will be processed within 3-5 business days.

9.2 After Shipment

Once an order has shipped, it cannot be cancelled. You must follow the return process after delivery.

10. Late or Missing Refunds

If you haven't received your refund after 7 business days:

1. Check your M-Pesa messages or bank account
2. Contact your payment provider
3. If you still haven't received it, contact us at returns@gmail.com

11. Reseller Orders

If an order was referred through our reseller program:

• Returns are processed normally
• The reseller commission will be automatically reversed
• Customers receive full refunds regardless

12. Contact Us

For return and refund inquiries:

• Email: returns@gmail.com
• Phone: +254 XXX XXX XXX
• Hours: Monday - Friday, 9 AM - 6 PM EAT