Refund & Return Policy

Effective Date: 18 February 2025

At Batcom Supplies, we value our customers and want you to be fully satisfied with your purchases. This policy outlines the conditions under which returns, refunds, and exchanges are offered, what customers need to do, applicable timeframes, and associated costs.

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📌 Return & Refund Eligibility

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

To be eligible for a return:

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

• It must be in the original packaging with all accessories, manuals, and documentation intact.

• A valid proof of purchase (receipt or order confirmation email) must be provided.

Items not eligible for return, refund, or exchange:

• Perishable goods

• Custom-made or personalized products

• Sale or clearance items

• Products with hygiene concerns once opened (e.g. headsets, earphones, personal care items)

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📌 How to Return an Item

To request a return, follow these steps:

1. Contact our Customer Service team within 7 days of delivery via:
   📞 +254 702 573 274 / 0740 585 656
   📧 [email protected]

2. Provide your order number, reason for return, and clear photos if the item is defective or damaged.

3. If your return is approved, you’ll receive a Return Authorization Number (RAN) and return instructions.

4. Package the item securely and deliver it to:

   Batcom Supplies
   Revlon Professional Plaza
   Mezzanine Floor, Shop No. 8, Nairobi.

Important:

• Customers are responsible for the return shipping costs, unless the item is faulty, damaged, or incorrectly supplied.

• Items returned without prior authorization will not be accepted.

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📌 Refund Process

After receiving and inspecting the returned item:

• We will notify you via email or phone call regarding the approval or rejection of your refund.

• If approved, refunds will be processed to your original payment method within 7–14 business days.

Partial refunds may be issued for:

• Items returned incomplete or not in their original condition

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

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📌 Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

• Notify us within 48 hours of delivery.

• Provide clear photographs of the item and its packaging.

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

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📌 Exchanges

We offer exchanges only for defective, damaged, or incorrectly supplied items.

To request an exchange for the same item:

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

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📌 No-Return, No-Refund Products

For transparency:

• Perishable goods, custom-made items, clearance sales, and personal care products once opened are not eligible for returns, refunds, or exchanges.

• If no returns or refunds are accepted for a specific product, this will be clearly stated on the product page before purchase.

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📌 Contact Information

For any inquiries regarding returns, refunds, or exchanges, please reach us through:

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

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✅ Summary of Key Details for Google Merchant Compliance: