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Refund and Returns Policy
Refund, Return & Exchange Policy
At Classmaniax Fashion Universe, we value customer satisfaction. Our Refund & Return Policy explains the conditions, procedures, and timelines governing eligible returns, exchanges, refunds, and related requests.
Our Refund, Return & Exchange Policy
Fair, Clear & Customer-
Focused Returns
Our return and refund rules are designed to provide a fair, transparent, and consistent shopping experience. They outline customer and retailer responsibilities, eligibility requirements, return procedures, refund conditions, timelines, and applicable exclusions. These rules are guided by generally accepted global e-commerce practices and applicable Kenyan consumer protection and e-commerce requirements, while ensuring customers are treated fairly and respectfully.
1. Introduction
At Classmaniax Fashion Universe, customer satisfaction is important to us. We are committed to providing quality fashion products, accurate product descriptions, and reliable customer service. We understand that sometimes a purchase may not meet your expectations, and we aim to make the return, exchange, and refund process as straightforward as possible.
This policy explains the conditions and procedures for returning products, requesting exchanges, reporting damaged or incorrect items, and obtaining refunds for purchases made through our online store.
2. Return Eligibility
Customers may request a return within 7 calendar days of receiving their order, subject to the conditions outlined in this policy.
To qualify for a return, an item should generally:
- Be unworn, unused, unwashed, and undamaged.
- Be in its original condition.
- Have its original tags, labels, and packaging, where applicable.
- Be accompanied by proof of purchase, such as an order number or payment confirmation.
- Be returned with all accessories or other items originally supplied with the product.
Please inspect your order immediately upon delivery and contact us promptly if you notice any problem.
These conditions do not exclude any rights or remedies available under applicable consumer protection laws.
3. Reasons for Returning an Item
We understand that different circumstances may require a return. You may contact us if:
a) Wrong Item Delivered
If you receive a product different from the one you ordered, please contact us so we can investigate and arrange an appropriate solution.
b) Damaged or Defective Item
If an item arrives damaged, defective, or with a manufacturing fault, notify us as soon as possible and provide photographs where appropriate.
c) Incorrect Size or Colour Delivered
If the size or colour delivered differs from your confirmed order, contact our customer service team for assistance with an exchange or refund, as applicable.
d) Product Does Not Match Its Description
If the product materially differs from its description on our website, please contact us with the relevant details.
e) Change of Mind or Size Selection
If you change your mind or select an incorrect size, you may request a return or exchange within the applicable return period. Approval will depend on the item's condition, the circumstances, and applicable consumer protection requirements. Return delivery costs may apply.
4. Items That May Not Qualify for Return
For hygiene, product condition, and resale reasons, certain items may be excluded from change-of-mind returns, where permitted by law. These may include:
- Items that have been worn, washed, altered, or damaged after delivery.
- Items with missing tags or essential accessories.
- Personalised or customised products, where applicable.
- Products clearly identified as non-returnable before purchase, where permitted by law.
This section does not exclude returns, refunds, replacements, or other remedies required by applicable law for defective, misdescribed, or incorrectly supplied goods.
5. Exchange Policy
We may offer exchanges for eligible products, subject to availability.
Customers may request an exchange for a different size, colour, or product, where available. To request an exchange, contact our customer service team and provide your order number, the item you wish to exchange, and your preferred replacement.
If the requested replacement is unavailable, we will discuss available alternatives, including a refund where appropriate.
Additional delivery charges may apply to exchanges resulting from a customer's change of mind or incorrect size selection. Where an exchange is necessary because we supplied an incorrect, defective, or damaged item, we will advise you on the appropriate arrangements.
6. How to Request a Return or Exchange
Please follow these steps when requesting a return or exchange:
Step 1: Contact Us
Reach our customer service team through the contact details provided on our website.
Step 2: Provide Your Order Details
Include your order number, name, contact information, and reason for the return.
Step 3: Provide Supporting Information
For damaged, defective, or incorrect items, provide clear photographs and a short description of the issue, where possible.
Step 4: Await Instructions
Our team will review your request and explain the next steps, including any necessary return arrangements.
Step 5: Return the Item
Package the item securely and follow the return instructions provided by our team. Please obtain proof of dispatch where available.
Step 6: Receive an Outcome
Once the returned item has been received and assessed, we will communicate the outcome and arrange an eligible exchange, replacement, or refund.
Please contact us before sending any product back so that we can provide the correct return instructions.
7. Return Delivery Charges
Responsibility for return delivery charges will depend on the reason for the return.
- Wrong item supplied: Classmaniax Fashion Universe will arrange or cover reasonable return delivery costs.
- Damaged or defective item: We will advise on appropriate return arrangements and cover reasonable return delivery costs where we are responsible for the issue.
- Incorrect size selected by the customer: The customer may be responsible for return and replacement delivery charges.
- Change of mind: The customer may be responsible for return delivery charges, where applicable.
Any applicable charges will be communicated clearly before the return is arranged.
8. Refund Policy
Refunds may be issued for eligible returns, including circumstances where an incorrect, defective, damaged, or materially misdescribed product has been supplied.
Where a refund is approved, it will generally cover the amount paid for the eligible returned product. Delivery charges will be refunded where applicable under this policy or required by law.
Refunds will not be reduced by arbitrary administrative fees. Any deductions will be communicated clearly and made only where lawful and applicable.
9. Refund Processing Time
Once a return has been received and assessed, we aim to communicate the decision within 3 business days.
Approved refunds will generally be initiated within 5–10 business days after approval. The time taken for the funds to appear in your account may depend on your payment provider or financial institution.
If additional investigation is necessary, we will inform you of the delay and provide an update.
10. Refund Methods
Refunds will generally be processed through the original payment method, where supported and reasonably possible.
M-Pesa Payments: Eligible refunds will be arranged through an appropriate M-Pesa refund process after verification of the transaction and customer details.
PayPal Payments: Refunds will generally be returned through the original PayPal transaction, subject to the provider's procedures.
Debit and Credit Card Payments: Approved refunds will generally be returned to the original card through the payment processor.
If the original payment method cannot reasonably be used, our team will contact you to agree on an appropriate alternative, subject to verification and applicable requirements.
Customers should not share their M-Pesa PIN, passwords, card security codes, or other confidential payment credentials when requesting a refund.
11. Late or Missing Refunds
If you have been notified that your refund has been processed but have not received it, please:
- Check your M-Pesa messages, bank account, card statement, or PayPal account, as applicable.
- Allow the normal processing period of your payment provider.
- Contact Classmaniax Fashion Universe with your order number and refund confirmation details if the funds remain outstanding.
We will review the transaction and assist you in following up with the relevant payment provider where necessary.
12. Order Cancellation
Customers who wish to cancel an order should contact us as soon as possible.
Cancellation requests received before dispatch may be accommodated where processing has not progressed too far.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may request a return in accordance with this policy and applicable consumer protection requirements.
If Classmaniax Fashion Universe cancels an order or cannot fulfil a confirmed purchase, any payment received for the unfulfilled order will be refunded as appropriate.
13. Delivery and Inspection
Customers are encouraged to inspect their orders upon delivery and notify us promptly of missing, damaged, or incorrect products.
For deliveries within Nairobi, elsewhere in Kenya, or to other supported East African destinations, return arrangements may differ depending on the delivery location and courier availability.
Our customer service team will communicate the applicable return address, delivery method, and any relevant arrangements before a product is sent back.
14. Refunds for Promotional and Discounted Products
Products purchased during promotions, sales, or discount campaigns remain subject to this policy.
A promotional or discounted price does not automatically remove a customer's rights concerning defective, incorrectly supplied, or materially misdescribed goods.
Where an exchange is approved, the replacement will generally be based on the original order and the terms of the promotion, subject to availability and applicable law.
15. Fraud Prevention and Verification
To protect our customers and our business, we may verify the order number, payment confirmation, customer details, and returned item's condition before processing a return or refund.
We may investigate suspected fraudulent claims or deliberate misuse of the return process. Any decision will be based on relevant evidence and will not unlawfully restrict a customer's rights.
16. Customer Support
If you have questions about our Refund, Return & Exchange Policy, or need assistance with an order, please contact us.
Classmaniax Fashion Universe
Phone/WhatsApp: +254 728 356 977
Website: classmaniax.co.ke
Email: info@classmaniax.co.ke
Our customer service team will review your enquiry and guide you through the appropriate process.
17. Policy Amendments
Classmaniax Fashion Universe reserves the right to update this policy when necessary. Any revisions will be published on our website with an updated effective date.
Changes will not remove rights or remedies that customers are entitled to under applicable law or improperly alter the terms governing an existing order.
18. Our Commitment to You
At Classmaniax Fashion Universe, we value your trust and strive to provide a satisfying shopping experience. We are committed to treating our customers fairly, addressing genuine concerns promptly, and finding reasonable solutions whenever an issue arises.
Thank you for shopping with Classmaniax Fashion Universe. We appreciate your confidence in our products and services.
