Refund & Return Policy

Effective Date: 18 February 2025

Thank you for shopping with Batcom Supplies. We value your satisfaction and are committed to ensuring a smooth and fair return, refund, and exchange process. Please review our Return & Refund Policy below to understand your options.

1. Returns Eligibility

You may return eligible items within 7 calendar days from the date of delivery.

To qualify for a return:

  • The item must be unused, unopened, and in its original packaging.

  • All original accessories, manuals, and documentation must be included.

  • A valid proof of purchase (receipt or order confirmation) is required.

2. Non-Returnable Items

The following items are not eligible for return, refund, or exchange:

  • Perishable goods

  • Custom-made or personalized products

  • Clearance or sale items

  • Opened personal care items (e.g., earphones, hygiene products)

Products marked as “non-returnable” on the product page are excluded from return.

3. How to Initiate a Return

To request a return:

  • Contact us within 7 days of delivery via:
    📧 [email protected]
    📞 +254 702 573 274 / 0740 585 656

  • Provide your order number, return reason, and clear photos (for damaged or defective items).

  • If approved, we will issue a Return Authorization Number (RAN) and instructions.

  • Return the item securely packaged to:
    Batcom Supplies
    Revlon Professional Plaza, Mezzanine Floor, Shop No. 8, Nairobi

Items returned without prior authorization will not be accepted.
Customers are responsible for return shipping unless the item is faulty, damaged, or incorrectly supplied.

4. Return Shipping Costs

  • If the return is due to an error on our part (defective, damaged, or wrong item), Batcom Supplies will cover the return shipping cost.

  • For other reasons (e.g., change of mind), customers bear the return shipping costs.

5. Inspection & Approval

After we receive and inspect the returned item:

  • You will be notified via email or phone about the approval or rejection of your return.

  • Returns may be declined if the item is used, damaged, incomplete, or received after the 7-day window. Declined items may be returned to you at your cost or disposed of.

6. Refunds

If your return is approved:

  • A refund will be processed to your original payment method within 7–14 business days.

  • Partial refunds may apply to:

    • Items returned incomplete or not in their original condition

    • Items returned after the 7-day window (at our discretion)

  • Note: Refunds for mobile money or bank payments require accurate refund details from the customer.

7. Exchanges

We offer exchanges only for items that are:

  • Defective

  • Damaged upon arrival

  • Incorrectly supplied

To request an exchange, contact us within 7 days of delivery.

8. Damaged or Defective Items

If your order arrives damaged or defective:

  • Notify us within 48 hours of delivery.

  • Provide clear photos of the item and packaging.

  • We will arrange a replacement, exchange, or full refund at no extra cost.

9. Late or Missing Refunds

 If you haven’t received your refund after the stated period:

  • Check your bank account or payment method again.
  • Contact your bank, mobile money provider, or payment platform as processing times may vary.
  • If still unresolved, contact us at [email protected] for assistance.

10. Contact Us

For any return, refund, or exchange inquiries, contact us:

📧 Email: [email protected]
📞 Phone: +254 702 573 274 / 0740 585 656
🏢 Address: Revlon Professional Plaza, Mezzanine Floor, Shop No. 8, Nairobi

 

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